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Returns and Exchange Policy
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Returns and Exchange Policy


Customers who bought items from ShopSM at regular price can apply for return/exchange up to thirty (30) days from the date when the order is received, where day one is the receiving/collection date. Meanwhile, items bought during sale events, at markdown price, or using Vouchers can apply for return/exchange up to seven (7) days from the date when the order is received/collected.

Valid reasons for return and exchange include the following:

  • Product that is fundamentally different in nature from the product specified in the website;
  • Faulty, defective, or damaged product;
  • Product that is not as advertised on the website;
  • Wrong item is delivered; or
  • Change of size (for fashion items).

Be sure that all items to be returned are still in their original packaging, with complete accessories and attached price tag.

Please note that return/exchange of intimate apparel or items considered as generally hygienic in nature (e.g., underwear, socks, stockings, earrings, etc.) will not be accepted at any of our branches for any reason. For consumable items, only sealed or unused can be requested for return/exchange.

All returns have to be initially processed through the ShopSM website and completed in any of THE SM STORE branches nationwide. 


Step 1: Log in to ShopSM and navigate to My Profile > Order History. Identify the order number where item/s for return/exchange is associated. Click Return Item for eligible orders to proceed.

Step 2: Select item/s to be returned and click the Confirm Return button. Specify the reason for return by selecting one of the options from the drop down menu, then click Yes, Proceed.

Step 3: A Return Authorization document and number shall be sent to the account’s registered email address. Please print out a copy of the document and affix your signature.

Step 4: Bring the signed document together with the item/s included in the Return Authorization document to the Customer Service Counter at any THE SM STORE branch. You may visit our Store Locator to find the nearest branch to you. Please make sure all accessories and components are returned to us as well or THE SM STORE will not honor the return/exchange at the counter.

Step 5: Visit the Customer Service Counter for proper checking of item/s and validation of the Return Authorization document. For valid returns, the Customer Service Associate shall provide a Credit Voucher, which can be used to purchase another item. The credit voucher is valid for 30 days in any of THE SM STORE branches.

Selected item/s for exchange may be of the same or higher value as the original item being returned. The price difference of item/s with higher value than the original item must be paid. Customer waives any excess amount if item chosen for exchange has lower value than the original item.

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