The Department of Trade and Industry (DTI), Saturday, said the “no video, no refund” policy by online sellers is illegal. 

If you’ve ever encountered this policy (very likely), it’s when online shops refuse to accept a return or exchange of a defective item without video proof of your package before and while unboxing it. Frankly, an inconvenience for us impatient online shoppers who waited days for our package to arrive and have no energy whatsoever to even take a video of ourselves unboxing it—which is also very hard to do especially when you’re alone.

DTI Assistant Secretary Amanda Nograles, in a radio interview, said, the no return, no refund, or exchange policy falls under deceptive, unfair, and unconscionable sales acts or practices, which violates Republic Act 7394 or the Consumer Act of the Philippines. “Isang halimbawa ‘yan ng deceptive sales act yung nagpapa-video ka bago tanggapin ‘yung item,” she said.

[READ: Are you aware of your rights as a consumer?]

“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.” She added that consumers also have the option other than returns to ask for a replacement, a refund, or a repair.

Under RA 7394, those who violate Title III, Chapter I under which deceptive, unfair, and unconscionable sales acts or practices fall, shall upon conviction, be subject to a fine of P500-P10,000 or imprisonment of five months to a year or both, upon the discretion of the court.