Return Policy

1. Overview

This Return Policy explains when and how you may return Products purchased from KG3 Computer Trading ("we", "us", "our") through our website, retail branches, or authorized sales channels. It works alongside our Terms & Conditions and Warranty Policy.

Nothing in this policy limits your statutory rights under the Philippine Consumer Act (Republic Act No. 7394) and other applicable laws.

2. Eligibility

You may request a return when all of the following apply:

• The request is made within seven calendar days of delivery (online orders) or the date of purchase (in-store).
• The Product is in resalable condition: unused, undamaged, and free from signs of installation or wear.
• Original packaging, seals, accessories, manuals, and promotional freebies are complete and intact.
• You provide proof of purchase such as an invoice, receipt, or order confirmation.
• We have approved the return request before you ship or bring the item back, except for verified dead-on-arrival cases handled under warranty.

3. Non-returnable items

The following are generally not eligible for return unless required by law or explicitly stated on the product page:

• Software licenses, digital keys, downloadable products, or items activated after delivery.
• Opened consumables such as ink, thermal paste, or cables where hygiene or integrity cannot be verified.
• Custom-built PCs, configured bundles, or special-order items made to your specifications.
• Clearance, final-sale, refurbished, or demo units marked as non-returnable at purchase.
• Products with missing, altered, or tampered serial numbers or warranty seals.
• Items damaged due to misuse, improper installation, liquid exposure, or unauthorized modification.

4. How to request a return

1. Email support@kg3itw.com with your order number, product name, serial number (if applicable), and reason for return.
2. Our team will confirm eligibility and provide return instructions, including the approved return location or shipping address.
3. Pack the Product securely in its original box with protective padding. We are not responsible for damage caused by poor return packaging.
4. Include a copy of your proof of purchase and any RMA or return reference number we issued.

Returns sent without prior approval may be refused or delayed.

5. Inspection and approval

• All returned Products are inspected upon receipt to confirm condition and completeness.
• We may decline a return that does not meet the eligibility criteria in this policy.
• If a return is rejected, we will contact you to arrange collection or return shipment at your cost, where applicable.

6. Refunds

• Approved refunds are issued to the original payment method where possible.
• Processing typically begins within five to ten business days after we receive and approve the returned Product.
• Bank, payment gateway, or remittance fees are non-refundable unless we caused the error.
• Promotional discounts, vouchers, or bundle pricing may be recalculated when only part of an order is returned.
• Shipping fees are non-refundable unless the return is due to our error, a verified defect, or a cancelled order before dispatch.

7. Exchanges

• Exchanges for a different model, variant, or color are subject to stock availability and any price difference.
• If the replacement item costs more, you pay the balance before dispatch. If it costs less, we refund the difference according to our refund process.
• Exchanges follow the same eligibility and inspection rules as returns.

8. Defective or dead-on-arrival items

Products that fail on arrival or show a manufacturing defect within seven days may qualify for expedited replacement or refund under our Warranty Policy. Report DOA concerns promptly and retain all packaging.

9. Return shipping and handling

• Unless we confirm otherwise, customers bear the cost of shipping returns to KG3 or an authorized return center.
• We cover return shipping when the return is required because of our fulfillment error, wrong item shipped, or a verified defect covered under warranty.
• In-store purchases may be returned directly at participating KG3 branches during operating hours.

10. Consumer rights

Your rights under Philippine consumer protection laws remain in full force. If you believe a Product is defective, misrepresented, or not as described, contact us so we can resolve the matter. Unresolved disputes may be escalated to the Department of Trade and Industry.

11. Policy updates

We may revise this Return Policy at any time. The effective date above reflects the latest revision. Continued use of our Services or submission of return requests after updates indicates acceptance.

12. Contact us

For return requests, status updates, or questions about this policy: