Out of Stock Items
When you place an order, there are times when certain stocks are unavailable. If this is the case, our shopper or customer support team will notify you of out of stock items from your order list and will suggest a product alternative of your choosing.
If the amount you paid (deposited) is higher than your updated bill, we will refund the amount in refund credits that you may use on your next order with us. If you don’t want this option, no worries! Just message us on email or on Facebook messenger with your order number and refund request and we’ll refund your balance back to your bank account. However, for all PayPal payments, full or partial refunds can only be done via refund credits.
Refund Timing
If you select the following payment methods — Billease Paylater, BPI or Union Bank direct debit, 7-Eleven or Cebuana Lhuiller over the counter payments, GrabPay, GCash, PayMaya, and ShopeePay e-wallets — or payments done via our Xendit payment gateway and processor, your refund amount may take up to 3–14 business days following Xendit’s terms & conditions policy. This is because your payments are handled by our third party payment processor that involves more steps for the refund process. Rest assured that you will get a full or partial refund once the 3–14 business days threshold has been completed.
How to Use Refund Credits?
- Upon your next order, choose your new list of items and proceed to checkout.
- Once at checkout, look for the “Redeem your coupon” button (in blue color) and click it.
- A small box would appear where you can apply your code. The code is placed at the last line of your previous receipt.
- Input the code and your refund credits will automatically deduct your current bill.
- Sit back, relax, and wait for your new orders to arrive.
How About Items I Want to Return?
We accept returns and exchanges for both defective and non-defective products delivered within the Philippines. You may request a return or exchange within a return window of 3 days from the date of delivery. To qualify, the item must be unused and in the same new condition you received it. Returns and exchanges are handled in store — just contact us on messenger or on our email with your order number and our customer service team will investigate the matter and arrange an exchange or refund credits, whichever you prefer. There is no restocking fee for eligible returns.
Return & Exchange Policy Summary
- Country: Philippines
- Returns accepted: Defective and non-defective products
- Exchanges accepted: Yes
- Product condition: New/unused only
- Return window: 3 days from delivery
- Return method: In store
- Restocking fees: No cost
Contact Us
If you have any questions or concerns regarding returns, refunds, or refund credits, please reach out to our customer service team:
Sta. Lucia Grocers
Email: staluciagrocers@gmail.com
Address: Sta. Lucia East Mall, Marcos Hwy Cor. Felix Ave, Pasig, 1900 Metro Manila