Dispute Resolution

Skinmedicine Inc. aims to resolve complaints fairly, promptly, accessibly, and without charge for using the internal process. We will consider the transaction record, product condition, applicable warranty, safety concerns, the Consumer Act of the Philippines, the Internet Transactions Act of 2023, the Civil Code, the Data Privacy Act of 2012, and other laws or regulatory rules that apply.

Use the email, telephone number, form, or postal address on our Customer Service / Contact Information page. State that the message is a complaint and include:

• your name and preferred contact details;
• the order, invoice, account, or case reference;
• a concise description of what happened and when;
• the product or service involved;
• the remedy you are requesting; and
• relevant records reasonably available to you.

Do not send passwords, full payment-card details, or unrelated sensitive personal data.

We aim to acknowledge a complaint within two business days. We may ask focused questions, arrange a product assessment, consult a manufacturer or service provider, or propose a lawful remedy. We will provide the outcome or a meaningful status update through your preferred contact channel.

Section 24 of the Internet Transactions Act of 2023 requires an aggrieved party to use the e-retailer's internal redress mechanism before filing with a court or appropriate government agency or resorting to alternative dispute resolution. The internal mechanism is deemed exhausted if the complaint remains unresolved after seven calendar days from filing.

For a consumer or internet-transaction complaint within DTI jurisdiction, you may use the DTI Consumer Complaints Assistance and Resolution System. DTI's online dispute resolution process supports electronic filing and resolution of business-to-consumer disputes without requiring physical presence.

DTI mediation may seek an amicable settlement. If mediation does not resolve a matter, adjudication or another process may be available under applicable rules. Keep your order confirmation, receipt, communications, photographs, warranty, and other relevant evidence.

The correct regulator depends on the issue:

• National Privacy Commission: complaints about personal-data processing or data-subject rights through privacy.gov.ph.
• Food and Drug Administration Philippines: product registration, safety, labeling, recall, advertisement, drug, cosmetic, or medical-device concerns within FDA jurisdiction through fda.gov.ph.
• Other agencies or professional regulators: issues within their statutory jurisdiction.

The Internet Transactions Act follows a no-wrong-door approach for government referral of e-commerce complaints, but submitting to the most relevant agency may reduce delay.

After the internal process, the parties may voluntarily agree to mediation or another lawful alternative dispute resolution procedure. Any agreement to use ADR should identify the neutral provider, allocation of costs, procedure, location or online format, and effect of any settlement.

Unless separately and validly agreed after a dispute arises, these website terms do not impose mandatory binding arbitration on a consumer.

Philippine law governs transactions with Skinmedicine Inc. A party may bring a claim before a court with subject-matter and territorial jurisdiction, including a small claims procedure when its current requirements are met. Nothing in this policy changes a mandatory jurisdiction, venue, prescriptive period, or remedy established by law.

Legal deadlines may apply even while parties communicate. If a deadline or significant claim is involved, consider independent legal advice.

We process complaint records to investigate, communicate, provide remedies, improve service, comply with legal duties, and establish or defend claims. We limit access and disclosure to personnel, advisers, providers, regulators, or counterparties who reasonably need the information. Our Privacy Policy explains retention, security, disclosures, and data-subject rights.