Frequently Asked Questions

FREQUENTLY ASKED QUESTIONS

Ordering

Pricing

Prices throughout the website are quoted in Philippine Peso, and payment can only be accepted in Philippine Peso. Packing and delivery costs, if any, will be added to the total price of your purchase.

Payment Options

  • DragonPay:

We apply DragonPay for payment transferring. DragonPay provides the remittance service of online bank, over-the-counter cash payment, ATM, and mobile wallets. See channels below:

Cancellation

There are 2 options for cancellation your order:

  •  Prior to delivery

We only accept cancellations before packaging your item/s. But remember our products are sold out fast, and we couldn’t promise the same discount will be provided next time. If you have to cancel the order, we will refund your payment excluding bank charges, which will be deducted from your total payment. For cancellation, kindly contact us at 0949-914-6257 or leave message at https://urbanest.com.ph/contact/ .

  • After delivery

If your order is already packed, we can no longer cancel your order. We will always do our best to make sure you have great purchasing experience.

Returns & Exchange

Replacement Terms

Replacement of merchandised products will be accepted on the following conditions:

  • Damaged Item
  • Defective Item
  • Lacking items/ parts
  • Wrong delivery

*If the damage is due to installer or customer’s fault, any replacement of part/ item, service fee, and transportation fee would have to be charged to you.

Complaint

If unfortunately the item encountered the stated adversities, kindly fill up Complaint Form, our representative will get in touch with you to investigate and provide you with instructions on the matter. Please note that the item must be in its original delivery condition with original copy of the Official Receipt.

Delivery

Procedure

By completing and submitting an electronic order form, you are making an offer to purchase product/s if accepted by us. Please note that products will not be sent unless payment is received and confirmed. We will not be liable if there is a delay, and we will not accept your order if payment is not completed.

Courier

  • Courier Partner

Delivery is only available within Metro Manila and Cavite of the Philippines.

While delivering, carriers will always have the duty and rights to request a valid identification card, and if needed, an Authorization Letter to the authorized recipient who is permitted to receive the products.

The authorized recipient will have to provide:

1. Signed authorization Letter from buyer.
2. Clear copy of buyer’s valid ID with photo and signature.
3. Clear copy of representative’s valid ID with photo and signature.

Carrier will provide related document along with the product/s. The recipient will have to provide signature as proof that the product/s was received. (Delivery is dispatched upon completion of verification process and payment.)

Your order will be delivered within 8-10 days working days after you receive our payment confirmation email.

Pick-up

Pick-up location will be based on the partner store that you’ve chosen while check-out.

  • Requirement:

Buyer’s ID and deposit slip. Authorized recipient will have to provide:

1. Signed Authorization Letter from buyer.
2.Clear copy of buyer’s valid ID with photo and signature.
3.Clear copy of representative’s valid ID with photo and signature.

  • Payment:

Payment before pick-up is required. Your payment should be settled while check-out.

  • Notify Us:

Notify us at least 1 day before your pick-up schedule by texting 0949-914-6257 or leave message at https://urbanest.com.ph/contact/ . Kindly provide order ID, preferred pick-up date, and time in your message.

  • Remark:

Assistant will open the packaging for the confirmation of your order to make sure you receive the product in good condition.

Absence of Recipient

In the absence of the recipient and the authorized representative, the product/s delivered will be returned to us for the new schedule of delivery.  New charges will apply for the re-schedule of delivery.

Warranty

Coverage and Exclusion

Each product sold through Urbanest is quality guaranteed, and each brand has its own warranty terms.

HCG Product Warranty Coverage & Exclusion:

  • Warranty Coverage:
  • Ceramics (Water closets, basins & urinals) has 10-year limited warranty against factory defects.
  • Geberit Tank Fittings has 5 years warranty.
  • Non-Ceramic Products and Spare Parts (Brass Faucets, Regular Tank Fittings, Regular Sensors, Seat covers & Plumbing Accessories) has 1-year limited warranty against factory defects.

Subject to HCG’s verification upon presentation of proof of purchase or official receipt.

Products/ spare parts replaced shall be covered by warranty starting from the date when the original item was purchased.

Warranty applies to existing and active product/s and not valid on phased-out models.

Exclusion (The following are not covered by warranty):

  • Normal deterioration (wear and tear)
  • Regular product maintenance
  • Removal, installation, labor charges, or other incidental or consequential costs

The following actions by the customer shall void warranty:

  • Improper installation of customer’s plumbing contractor.
  • Improper shipping or handling of customer resulting to damage of wares.
  • Use of spare parts other than those used/recommended by HCG.
  • For chrome and chrome-plated items –Use of cleaner containing abrasive cleansers, ammonia, bleach, acids, waxes, alcohol, solvents or other products not recommended for chrome.

CUSTOMER SERVICE BASIC CHARGES FOR COMPLAINTS ON OUT OF WARRANTY ITEMS:

DayTimeCharge
Regular8:30AM – 7:00PMPhp 300
Night Time7:00PM – 9:00PMPhp 500
Holiday8:30AM – 7:00PMPhp 500

 

Service Statement:

Above basic rates are applicable for up to 2 units of products being repaired/ installed. Excess units to be repaired/installed shall be charged with additional 50% of the basic rate for each additional unit.

Outside Metro Manila, actual transportation expenses will be charged to the customer.

Free service inspection within Metro Manila for out of warranty product/s and charges will only apply when the product/s need to be repaired or installed.

Materials for installation or repair are to be purchased or provided by the customer.

HCG Customer Service Team contact information:

09567339312 – Globe
09215749364 – Smart
8959854 – Direct Line
8960274 loc 236 – Trunk Line

Customer Support

For contacting us, please leave message at online chatting room or at https://urbanest.com.ph/contact/ .

Still Got Questions?

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