Dispute Resolution

Email hello@pusomerch.com with your order number and a description of the issue. We acknowledge disputes within two business days and aim to resolve them within seven.

We check your payment record, packing notes, and courier tracking, and may ask for photos. We'll tell you plainly what we found and what we can offer: replacement, store credit, or refund of the item price.

If our first answer doesn't settle it, ask for the case to be escalated. The owner reviews it personally and gives a final written decision within ten business days.

For payment errors — double charges, failed payments, unauthorised transactions — contact us before filing a chargeback so we can trace the transaction with our payment provider. Most of these are resolved faster directly with us.

Orders are governed by the laws of the Republic of the Philippines. Disputes that cannot be resolved between us are handled by the appropriate authorities or courts in Metro Manila, and we will cooperate fully with any mediation.