We want every Anker.ph order to arrive complete, correct, and in good condition. This Return Policy explains when an item may be returned and how to submit a return request.
This policy applies to products purchased directly from Anker.ph. Products purchased from another marketplace, retail store, reseller, or authorized partner must generally be returned through the original store or channel of purchase.
1. Delivery-Related Return Window
Please inspect your order immediately after delivery.
You must report the issue to Anker Philippines within 24 hours from the date and time of delivery when the product:
- Is different from the item ordered;
- Arrives damaged, dented, scratched, cracked, or broken;
- Is incomplete or has missing accessories;
- Includes an incorrect or faulty accessory; or
- Shows visible signs of damage upon opening.
Once the return request is approved, the product must be handed over, shipped, or returned to the designated location within seven calendar days from the date the issue was reported, unless our Customer Support team provides a different deadline.
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Important: Please record a clear and continuous unboxing video showing the unopened parcel, shipping label, packaging, product, accessories, and reported issue. Photos may also be requested. Failure to provide sufficient documentation may prevent us from verifying a delivery-related claim. |
2. Returns for Manufacturing Defects
A product that develops a possible manufacturing defect after the initial delivery-reporting period may still be covered under the applicable Anker warranty.
These cases will be processed under the Anker.ph Warranty Policy and are subject to product inspection and technical assessment.
3. Accepted Return Reasons
- Confirmed manufacturing defect;
- Product damaged during delivery;
- Incorrect product or variant received;
- Missing product, part, or included accessory;
- Faulty accessory included with the product;
- Product recall initiated by Anker or the distributor; or
- Another reason required under applicable Philippine consumer-protection laws.
4. Reasons That Are Normally Not Eligible
- Change of mind;
- Wrong model, color, size, capacity, or specification ordered by the customer;
- Damage caused by misuse, abuse, negligence, improper handling, or improper storage;
- Damage caused by installation or use contrary to the product instructions;
- Accidental, impact, liquid, fire, flood, or other external damage not attributable to a manufacturing defect;
- Normal wear and tear;
- Cosmetic damage that occurred after delivery;
- Products that have been modified, opened, disassembled, or repaired by an unauthorized party;
- Removed, altered, damaged, or unreadable serial numbers or product labels;
- Incomplete products caused by lost customer-owned parts or accessories;
- Claims filed outside the applicable return or warranty period; or
- Products without valid proof of purchase from Anker.ph or an authorized sales channel.
Nothing in this section limits rights that cannot legally be excluded under applicable Philippine law.
5. Information Required for a Return Request
Please email shopanker@gocommerce.asia and provide:
- Full name;
- Anker.ph order number;
- Order date;
- Delivery date;
- Amount paid and payment method;
- Product name and model;
- Product serial number, when applicable;
- Complete delivery address;
- Contact number;
- Clear description of the issue;
- Photos and videos showing the issue; and
- Unboxing video for damaged, incomplete, incorrect, or visibly defective deliveries.
6. Return Authorization
Do not ship or personally return the product until you receive confirmation and return instructions from Customer Support.
Unauthorized or unannounced returns may be delayed, rejected, or returned to the sender.
7. Available Return Methods
Store Assessment
- Wait for Customer Support confirmation before visiting a branch.
- Our team will confirm the appropriate store and, where applicable, check replacement availability.
- Bring the complete product, accessories, original proof of purchase, and claim confirmation.
Authorized Courier Drop-Off
- Wait for the official courier instructions or drop-off guide.
- Follow the packaging and drop-off instructions provided by Customer Support.
- Do not send the item independently without authorization.
Where Anker Philippines authorizes an official courier return for a valid claim, the applicable shipping arrangement will be communicated by Customer Support.
8. Product Condition Upon Return
The returned package should include, whenever applicable:
- The main product;
- Original accessories and included parts;
- Charging cables, adapters, manuals, and inserts;
- Free items included as part of the product bundle;
- Original packaging, where reasonably available; and
- Proof of purchase and claim reference.
Please securely package the product. Damage caused by insufficient packaging during an unauthorized return shipment may affect the claim assessment.
9. Inspection and Assessment
All returns are subject to verification and, when necessary, technical assessment.
Physical unit assessment normally takes approximately five to seven business days after the unit is received by the appropriate assessment team. Complicated cases may require additional time. Shipping and transit days are not included in the assessment period.
After assessment, we will advise whether the claim qualifies for:
- Replacement;
- An equivalent product;
- Refund;
- Return of the original product; or
- Another resolution permitted by law.
10. Existing Marketplace Return Requests
If the product was purchased through an official marketplace store and an active return or refund request has already been opened on that platform, you may be asked to complete, cancel, or rescind the platform request before a separate warranty claim can be processed.
Orders placed directly on Anker.ph will be managed through Anker.ph Customer Support.
11. Lost or Missing Parcels
A shipment that was not delivered or was declared lost in transit is not processed as a product warranty claim. Please contact Customer Support immediately so that the order can be investigated with the delivery partner.
12. Contact Us
Email: shopanker@gocommerce.asia
Submitting a request does not automatically guarantee approval. Claims remain subject to verification, technical assessment, stock availability, this policy, and applicable Philippine laws.