23/06/2026
The Department of Trade and Industry – Zamboanga City Office (DTI-ZCO) reminds consumers and business establishments that imposing a “No Video, No Refund” policy is a violation of Republic Act No. 7394, otherwise known as the Consumer Act of the Philippines.
DTI-ZCO has recently received inquiries and reports regarding online establishments that require consumers to present a video recording as a condition for processing complaints, refunds, replacements, or exchanges of defective products. The agency emphasizes that such policies are not recognized under the Consumer Act of the Philippines and may constitute an unfair and unconscionable sales practice.
Under the law, consumers are entitled to seek redress for products that are defective, unsafe, or not in conformity with the standards and representations made by the seller. Requiring a video recording as the sole basis for validating a complaint unfairly restricts consumers from exercising their rights and shifts an unreasonable burden on the buyer.
While businesses may request supporting evidence to facilitate complaint resolution, they cannot deny legitimate claims solely because a consumer failed to record a video while opening, inspecting, or using the product. Consumers may present other forms of proof, such as official receipts, photographs, warranty cards, product packaging, and other relevant documentation to support their complaints.
DTI-ZCO remains committed to safeguarding consumer welfare, promoting fair trade practices, and ensuring that both consumers and businesses are aware of their rights and responsibilities under the law.
