DTI says ‘No video, no refund policy’ is illegal

The policy violates consumer rights.

The Department of Trade and Industry (DTI) warned online sellers against imposing the “no video, no refund policy” on their customers.

The policy requires customers to record themselves when they accept and open their orders. If the item turns out to be defective, only those with videos will be considered for a replacement or refund.

According to DTI Assistant Secretary Amanda Nograles, the policy falls under deceptive, unfair, and unconscionable sales acts or practices, which is a violation of Republic Act 7394, also known as the Consumer Act of the Philippines.

“Sa katotohanan, ‘yung ‘no return, no exchange’ isa rin yan na ipinagbabawal ng DTI kasi karapatan ng consumer na pwede niyang ibalik ‘yung item na nabili niya kapag ito ay depektibo,” Nograles said in a radio interview.

(The ‘no return, no exchange’ policy is also prohibited by the DTI because it is the consumer’s right to return the item they bought if it is defective.)

The policy is illegal because it puts the burden of proof on the consumer, instead of the seller or supplier. Further, it also violates the consumer’s right to redress, which entitles them to seek compensation for damages or injuries caused by defective or substandard products or services.

Consumers are urged to report online sellers who implement the policy to the DTI Consumer Protection Group through its hotline 1384 (or 1-DTI) or email and

Shoppers are also advised to check the reputation and feedback of online sellers before making a purchase and to keep receipts and other proof of transactions.

Bryan is a geek at heart and a tech enthusiast by choice. He has a strong background in corporate communications, marketing services, and customer relations having worked in the telecommunications and banking sectors for over two decades. In his spare time, he enjoys watching clips on YouTube and binge watching shows on Netflix.

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