What should I do if my product arrives damaged or defective, or isn't what I ordered?

If you have received products which you did not order or a damaged/defective product please do not remove any tag or take out the product from the original packaging. We would recommend you to call our Customer Service team at Phone: + 63 2395 3325 (If you are using PLDT as telecom provider, please use the following number: 1800 1110 2600)* and let the representative know the details of your package.

Our Customer Service team would also require you to provide visual evidence (e.g photo, video) of the products in order to expedite the process.

 

 

How do I return my Order?

You will have 2 return options:

  1. Return via Postal Service (postage by consumer)
  2. Return in one of our own Retail Store (free returns)

Please refer to this link for extended return period due to restriction measures.


Postal Returns
Please kindly follow the following steps:

  1. Contact our Customer Service team here
  2. Provide our Customer Service team your order details and reason for returns.
  3. Print out your return form(s) that will be provided by our Customer Service team.
  4. Simply pack the item you wished to return in a box, insert your return form, then seal the box.
  5. Proceed to your preferred courier to post back your returns.
  6. Take note of the tracking number stated on the shipping label provided by the postal service as reference.

Our distribution centre will remain closed until further notice in compliance to the Enhanced Community Quarantine. Processing of your returns and issuing refunds will be delayed indefinitely. Please keep checking our Help Pages for more updates and information.


In-Store Returns (free returns)

If upon receipt of your online order and you are not completely happy with your products, just visit any store listed below within 30 days of receiving your parcel and our in-store team will be able to process the return for you. Return and refund policies apply.


If it’s a Click&Collect order, just leave it in the store and we will take care of the return for you; in case you have taken your Click&collect order home, please return your order to the store you collected it from or any store listed below within 30 days and our in-store team will be able to process a refund for you.


Please be sure to bring your proof of order, such as the Click&Collect Collection Confirmation email or Order Shipment Confirmation email. Please note; we can only accept returns according to our return policy stated above


Please note that we will only process your refund through the payment service that you had used. Therefore, we not provide cash refund in the store. If you’re returning a COD order, our stores are only tasked to process and accept the returned parcel/product. Our CS team will contact you with a refund form detailing the information needed for bank transfer of the refundable amount to your nominated bank account.


Our store staff will provide you a manual receipt as your proof of returns. Please keep that copy for future reference.


You can return your products at any of our own operated retail stores below:


Store Name

Address

Opening Hours

adidas Homecourt Trinoma

Space 2103 Trinoma Mall
EDSA cor, North Avenue,
Pagasa, Quezon City 1105

Mon - Thur: 10am to 9pm
Fri - Sun: 10am to 10pm

adidas Homecourt Glorietta 3

Unit G3-231A Level 2
Gloriatta 3 Mall, East Drive
Ayala Center, Makati City 1233

Mon - Thur: 10am to 9pm
Fri - Sun: 10am to 10pm

adidas Homecourt ATC

Units 2235-2239 UGF,
New Wing, Alabang Town Center
Muntinlupa City 1780

Mon - Thur: 11am to 9pm
Fri - Sun: 10am to 9pm

adidas Homecourt Fort

Unit 2 - 6 Twoparkade,
30th St. Cor 7th Ave.
Bonifacio Global Taguig City 1634

Mon - Sun: 11am to 10pm

adidas Homecourt Rockwell

Stall 228-229, R2 Level
Powerplant Mall, Rockwell Ctr
Makati City 1200

Mon - Thur: 11am to 9pm
Fri: 11am to 10pm
Sat: 10am to 10pm
Sun: 10am to 9pm

adidas Stadium UP Town

Space C213-C216 UP Town Center
Katipunan Avenue, Diliman
Quezon City 1100

Mon - Thur: 11am to 9pm
Fri - Sat: 10am to 10pm

adidas Neighborhood Glorietta 2

G2-110 Ground Floor
New Glorietta 2, Ayala Center
Makati City 1233

Mon - Thur: 10am to 9pm
Fri - Sat: 10am to 10pm
Sun: 10am to 9pm

adidas Homecourt Ermita

Unit 030-033, Robinson Place Manila
M. Adriatico cor. Pedro Gil
Manila City 1000

Mon - Thur: 10am to 9pm
Fri - Sat: 10am to 10pm
Sun: 10am to 9pm

adidas Neighborhood UPTC

C103 1st level Ph2
UP Town Center Katipunan Ave
Diliman, Quezon City 1100

Mon - Sun: 10am to 10pm

adidas NJE Uptown

Unit A36-37, Upper G/Flr
Uptown Mall BGC,
Taguig City 1634

Mon - Sun: 10am to 10pm

adidas Neighborhood Newport

B8C 2/F Newport Mall
100 Andrews Avenue
Pasay City 1301

Mon - Fri: 12pm to 12am
Sat & Sun: 10am to 12am

adidas Stadium Eastwood

Unit A126a, A127a3 & A127b
Ground Floor, Eastwood Mall
Quezon City 1108

Mon - Thur: 10am to 10pm
Fri & Sat: 10am to 11pm
Sun: 10am to 10pm

 

What are the conditions for returning my product(s)?

You can return your order within 30 days of receiving it. If you received items from one order in several parcels, the 30-days return period begins on the day you received the last parcel.

General Return Conditions

In order for a return to be accepted, it must meet the following conditions:

  • Products not tagged with a hype/premium message
  • The product must be unused and unworn.
  • The product must be in its original state and packaging with the original tags attached.
  • Apparel must have the original packaging and original tags attached.
  • Accessories must have all parts of the original packaging. Accessories must remain vacuum - sealed if it comes in a sealed packaging.
  • Footwear must be in the original shoe box with original tags attached. Sticker on the shoe box should not be removed or altered in any form.

Returned products are inspected by our Quality Assurance Department. If there is any damage to the product as a result of a manufacturing defect or deviation from factory specifications, we undertake to fully refund the cost of any defective products.

If the defect in the product was caused by reasons other than materials quality or assembly process, the original product will be returned to you. We do not refund products:

  • Obtained from a source other than http://www.adidas.com.ph/
  • Damaged by abuse or negligence (exposure to chemicals, caustic substances, open flame, high heat, sharp object, etc.)
  • Damaged by misuse or activities other than the intended purpose (use of running shoes for court sports or hiking footwear as work boots, etc.)

 

 

When will I get my refund?

Your refund will be processed as soon as the product you have returned is inspected by our quality assurance team and it is confirmed that it fits within our returns policy. This quality check can take up to 2 weeks, though generally less. 

Once the return has been approved, it takes 1-2 days for the refund to be made by adidas online store to your payment services provider (for example your credit card supplier). Please note that the time taken for a payment services provider to provide you with your refund can vary depending upon the provider. Generally, there will be a longer processing time for refunds if you made payment via Cash on Delivery.

If you made payments via Cash on Delivery, a secured refund form will be sent to you by our customer service agents where bank details are needed. It is important to ensure full and accurate bank account details (exact account name, bank name, account number) will be provided to avoid any unnecessary delays due to incorrect information. If you do not have a bank account, we will not be able to process a direct refund. You will receive a voucher of the refund value for your next online purchase instead, terms and conditions apply. 

For further information and especially if you do not receive your refund within 21 business days, please feel free to call our online shop customer service team Phone: + 63 2395 3325 (If you are using PLDT as telecom provider, please use the following number: 1800 1110 2600)*  and let the advisor know the details of your order and about your open question.

 

 

 

When will you receive my return package?

After you drop off your return package at the local drop off point, it can take 2 - 5 business days for the package to get to our warehouse. Unfortunately, we cannot control how long it will take for your returned products to be delivered back to us.

 

 

 

Why do I have to wait for adidas to receive my returned product(s) before I can get a refund?

Before we can start processing your refund, we need to make sure that your returned products meet our return's condition

As long as your product(s) meet the above criteria, we can reimburse your purchase price .If your returned product(s) don't meet the criteria above, we cannot accept the items and unfortunately won't be able to give you a refund.

 

 

 

Can I exchange my product(s)?

We are unable to exchange the products you ordered online and had delivered to your preferred delivery address. However, you can return unwanted products for a refund, and then place a new order.

If you choose to pick it up at a store, you may return the product upon collection and purchase something else that we have in stock in store. You may also place a new Click and Collect reservation for your desired products.

 

 

 

Will you refund my shipping / delivery costs if I return my order?

We will refund full purchase price of the relevant product(s) returned to us excluding shipping charges (if any). We may refund shipping costs only for some return cases, example – adidas delivery wrong item, item damage due to production process.

 

 

 

What do I do if my question isn't covered here?

If you cannot find the answer to your question here, we recommend you to contact us via

1) Live Chat:chat Look out for this icon on the bottom right of your screen.

*Available only when our customer service agents are not currently attending to other customers

2) Call at: + 63 2395 3325 (If you are using PLDT as telecom provider, please use the following number: 1800 1110 2600)*

 

Our advisors will be happy to assist you.