Dispute Resolution Policy

This Policy sets out how we handle complaints, billing disputes, and chargebacks. Our commitment is simple: we would rather fix a problem directly than have it escalate, and we will not stall a customer into giving up.

Step 1 — Contact us first

Raise the issue with us at office.prosperax@gmail.com or 09478836143, with your order number and a description of the problem. We acknowledge every complaint within 1 business day.

Step 2 — Investigation and resolution

We investigate and aim to resolve within 1-3 business days of acknowledgement. Where a resolution takes longer — for example, when we are waiting on a courier investigation — we will tell you why and give you an expected date. Depending on the outcome, resolution may take the form of a replacement, a full or partial refund, a redelivery, or a written explanation of our findings.

Step 3 — Internal escalation

If you are not satisfied with the outcome, reply asking for escalation. The matter will be reviewed by a senior member of our team who was not involved in the original decision, and you will receive a written response within 1-3 business days.

Step 4 — External remedies

If the matter remains unresolved, you may refer it to:

Consumer complaints	Department of Trade and Industry (DTI) — Fair Trade Enforcement Bureau, under Republic Act No. 7394
Product safety and registration	Philippine Food and Drug Administration (FDA)
Data privacy complaints	National Privacy Commission, under Republic Act No. 10173
Payment disputes	Your card issuer or bank, or our payment service provider

Nothing in this Policy prevents you from pursuing any remedy available to you under Philippine law.

Billing disputes and chargebacks

If you see a charge from us that you do not recognise, please contact us before filing a chargeback. Most unrecognised charges turn out to be a family member's order, a different billing descriptor, or a bundle order billed as a single amount, and we can usually confirm and resolve it the same day.

Where a chargeback is filed, we cooperate fully with the card issuer and payment processor. We will provide the order record, delivery confirmation, tracking history, and our correspondence with the customer. Where a chargeback is found to be in your favour, we accept the outcome without pursuing you for the amount. Where it is found in ours, we will still honour any valid return or refund claim you have under our Return & Refund Policy.

Unauthorised transactions

If you believe your payment details have been used without your consent, contact your bank or card issuer immediately, then notify us at  office.prosperax@gmail.com. We will place the order on hold, stop dispatch where it has not yet shipped, and support the investigation.

Record keeping

We retain complaint and dispute records for 3 years in line with our Privacy Policy, so that we can evidence a resolution if the matter is reopened.