Sales and Refund Policy

Sales & Returns policy

1) Products and Services Covered

Boardgames (sealed/new and pre-owned), TCG/CCG products (sealed boxes/packs, singles), accessories (sleeves, deck boxes, dice, mats), collectibles and figures, café food and beverages, table play time, game rentals, tournaments/events, and pre-orders.

Definitions:

“Defective/not-as-described” includes damaged on arrival, missing/wrong item, unsafe, counterfeit, or material deviation from listed specs.
“Online shipped order” means items purchased online that we shipped to your address.

2) Pricing and Transparency

Shelf/online prices include VAT and mandatory charges. Delivery, event fees, or optional add-ons are disclosed before checkout.
Pricing errors: we will notify you; you may cancel for a full refund or proceed at the corrected price.

3) Sales Promotions and Advertising

We publish clear mechanics for discounts, bundles, premiums, tournaments, and raffles (eligibility, duration, limits).
For promotions requiring permits (e.g., raffles/premiums), we secure a DTI Sales Promotion Permit and display the permit number.

4) Orders, Acceptance, Payment, and Pre-Orders

Acceptance occurs upon order confirmation or payment capture.
We may cancel for stock errors, suspected fraud, or manifest pricing mistakes (full refund if paid).
Payment methods: cash, card, e-wallet, bank transfer, COD.
Pre-orders and allocations:
- ETAs are estimates; delays may occur from distributors.
- Posting update on website or Social media Page
- If allocation is short:
- TCG/CCG products:
  - Pro‑rata fulfillment. We will fulfill pre‑orders in proportion to the supplier allocation percentage.
  - How we calculate: Allocation percentage = supplier allocated quantity ÷ total Playcafe pre‑orders (as of the allocation cutoff). Each customer’s fulfilled quantity = their pre‑ordered quantity × allocation percentage, rounded down to the nearest whole unit. Any remaining units will be distributed by objective tie‑breakers (see Tie‑breakers section).
  - If your rounded allocation is 0, you will be refunded in full for the unfulfilled quantity.
- Non‑TCG/CCG games:
  - Total quantity for customers will be based on Total Customers order x Allocation then,
  - Timestamp/queue-based fulfillment. We fulfill by earliest paid/confirmed pre‑orders until stock runs out. Unfulfilled orders are refunded in full.
- After considering policy of allocation cuts any other method can be apply and under the discretion of Playcafe.
- You may cancel for a full refund if we fail to deliver within a reasonable time after notice.

5) Delivery, Pickup, and Risk

Delivery options, fees, and ETAs shown at checkout; we notify material delays.
Risk transfers on delivery to your address or upon in-store pickup by you/your agent.
In-store pickup: present valid ID and order number. We hold orders for 48 hours before auto-cancel and refund (less nonrecoverable fees if disclosed).

6) Returns, Refunds, and Remedies

Eligibility (applies to both in-store and online):

Defective/not-as-described items, including damaged-on-arrival, counterfeit, missing/wrong items, or material misrepresentation.

Remedies (consistent with RA 7394):

Repair within a reasonable period if feasible.
Replacement with the same or comparable item.
Refund if repair/replacement is not possible or reasonable.

Report issues within:

Boardgames/collectibles/accessories: within 7 days of receipt/purchase for visible issues. Hidden defects honored within applicable warranty.
TCG sealed products: report exterior damage before opening. Manufacturing collation errors inside sealed product are typically handled by the publisher; we will assist where possible.
Services/F&B: immediately upon service.

Required documentation:

Proof of purchase and photos/videos of the issue. Include all components, manuals, freebies, and packaging when feasible.

Prohibited practices:

We do not enforce “No Return, No Exchange” for defective/not-as-described items.

7) Change-of-Mind Returns (Store Option)

If allowed by Playcafe within 1 day of purchase/receipt:

Accepted only if unused/unopened, in resalable condition, with complete contents.
Not eligible for change-of-mind returns (unless defective/not-as-described):
- Opened boardgames, opened TCG packs/boxes/blind boxes, card singles, graded/slabbed items once released, perishable food/beverages, custom/pre-ordered items once confirmed, hygiene items (e.g., mouth-blown dice if unsealed), discounted “as-is” items, digital or event tickets after the event.

8) Category-Specific Policies

Boardgames:

Sealed new games: eligible per general policy. If components are missing, we can supply missing parts, exchange the unit, or coordinate with the publisher.
Pre-owned games: condition graded and disclosed; returns limited to undisclosed material defects.

Game rentals/table play:

Inspect before play. Report missing/damaged components before starting.
You are responsible for damage or missing pieces beyond normal wear. Fees: [schedule, e.g., component replacement cost or PHP X per piece, PHP Y for catastrophic damage].

TCG/collectibles:

Sealed product: defects on the outer seal or box must be reported before opening.
Card singles and mystery/blind items: all sales final unless counterfeit or not as described.
Authenticity: we sell only genuine products from authorized channels. Suspicion of counterfeit? Report immediately; we will assess and remedy if confirmed.

Accessories:

Eligible if defective/not-as-described. Opened consumables (e.g., sleeves) accepted only for manufacturing defects.

Food and beverages:

Non-returnable once served, except for safety/quality issues (e.g., contamination, spoilage). Report immediately for replacement or refund.

Events/tournaments:

Registration may require prepayment or deposit. Refunds for cancellations allowed up to 48 hours before event; otherwise non-refundable unless Playcafe cancels/reschedules.
Prizes and mechanics are published in advance

9) Shipping and Costs (Revised)

In-store purchases (walk-in/over-the-counter):

Returns are accepted in-store only. We do not arrange courier pickup for store-bought items.
If you choose to ship the item back to the store, shipping and insurance are at your cost and risk. We recommend a trackable, insured method. We are not liable for loss or damage in transit.
Once the item is received and approved, we proceed with repair/replacement/refund as applicable. No shipping reimbursement applies for in-store purchases.

Online purchases that were shipped to you:

Defective, damaged-on-arrival, unsafe, counterfeit, missing/wrong item, or materially not-as-described: we cover the return shipping via a prepaid label/pickup, or reimburse reasonable return shipping after approval.

Change-of-mind returns: you pay the return shipping.

Our fulfillment error (e.g., wrong item/size/model): we cover return shipping and replacement reshipment.

Packaging and condition for returns:

Use original packaging and include all accessories/manuals/freebies when feasible.
Follow our RMA instructions; unauthorized returns may be refused or delayed.

10) Refund Processing

Refunds are issued to the original payment method unless otherwise agreed.
Processing time: we initiate within [3–7] business days after approval and receipt/inspection of the item.
Bank/issuer posting times vary and are outside our control.

11) In-Store vs. Online Purchases

In-store:

Bring the item and proof of purchase to Store during business hours.
Mail-in/courier returns for in-store purchases are not arranged by us; if you ship the item to us, it is at your cost and risk and requires prior written authorization.

Online:

Contact us at email/facebook page/whatsapp to obtain an RMA and return instructions.
We will issue a prepaid return label/pickup only for qualified defective/not-as-described/our-error cases.
For non-qualifying or change-of-mind returns, you are responsible for return shipping.

13) Cancellations and Order Changes

You may request cancellation before dispatch or pickup release; we will accommodate where possible.
If we cannot deliver within the promised or a reasonable extended period after notice, you may cancel for a full refund.
Custom/pre-ordered items may be non-cancellable after confirmation if disclosed at purchase.

13) Conduct and Safety in the Café

Be considerate of other patrons. Keep food and drinks away from game components where possible.
Children must be supervised. No smoking or vaping inside.
We reserve the right to refuse service to individuals who damage property, harass staff/customers, or violate house rules.

13a) Pets Policy

We welcome well-behaved pets. To ensure comfort, hygiene, and safety for everyone, please follow these rules:

Responsibility and control:
- Pets must be on a leash, in a carrier, or held at all times. Keep them under control and within your table area.
- The owner is fully responsible for the pet’s behavior, cleanliness, and any damage caused.
Hygiene and health:
- Pets must be clean, free of fleas/ticks, and up-to-date on vaccinations. No pets showing signs of illness.
- Bring pet wipes/bags. Clean up accidents immediately and inform staff for proper sanitation.
- Pets are not allowed on tables, counters, or shared game components.
Courtesy to other guests:
- Keep noise and odor to a minimum. If a pet becomes disruptive (barking, aggressive behavior, strong odor), staff may ask you to step outside or relocate.
If any guest declares a pet allergy or feels unsafe/uncomfortable, we will:
- Offer to reseat parties apart when possible; and
- If separation isn’t feasible, request the pet owner to move to the outdoor area or temporarily keep the pet outside of the store.

Note: Harassment of pets or owners is not tolerated; please inform staff of any concern.

Areas with restrictions:
- Pets are not permitted in food preparation/service back areas as required by health and safety rules.
- We may limit pets during peak hours, crowded events, or tournaments for space and safety.
Service animals:
- Certified service animals assisting persons with disabilities are welcome in accordance with Philippine law. Please inform staff so we can accommodate appropriately.
Liability and damages:
- Owners agree to cover any cleaning fees or repair/replacement costs for damage to furniture, games, or property caused by their pet.

Note: Playcafe may refuse entry or ask any pet to leave at our team’s reasonable discretion to maintain a safe and hygienic environment.

14) Dispute Resolution

IEmail: Playcafeenterprises@gmail.com

Phone: 09984821656

Address: RH-RHM Bldg 3 Tuscany, Upper Mckinley Hill, Brgy Pinagsama Taguig

Business Hours: Weekdays - 2pm to 2am and Weekends 10am to 2am

If you have any questions about our Returns and Refunds Policy, please contact us by e-mail playcafeenterprises@gmail.com

15) Data Privacy

We collect and process personal data only as needed to fulfill orders and manage events/services, consistent with our Privacy Notice at [link]. We protect your data and disclose it only as permitted by law.

15) Changes to this Policy

We may update this policy to reflect regulatory guidance or operational changes. Material changes will be posted in-store and online with the effective date.

Helpful references:

DTI Consumer Protection: https://www.dti.gov.ph/consumers/

Sales Promotions: https://www.dti.gov.ph/consumers/sales-promotion/

Complaints/Mediation: https://www.dti.gov.ph/consumers/complaints/

Tips for Playcafe setup:

Set clear [X]-day windows and fees for rentals/damage.

Train staff on DTI-compliant language (avoid “No Return, No Exchange” for defective goods).

Publish event mechanics and any DTI permit numbers on posters and posts.

Below is a cleaned-up, DTI-aligned version of your Pre-orders and Allocations clause for Playcafe, plus notes on compliance. I’ve preserved your intent (pro‑rate for TCG/CCG; queue for non‑TCG; discretion for edge cases) while tightening language, adding transparency, and flagging the “raffle” permit issue.

Recommended Policy Text: Pre‑Orders and Allocations

ETAs are estimates. Supplier/distributor delays or allocation cuts may occur.

If supplier allocation is cut:

TCG/CCG products:

Pro‑rata fulfillment. We will fulfill pre‑orders in proportion to the supplier allocation percentage.

How we calculate: Allocation percentage = supplier‑allocated quantity ÷ total Playcafe pre‑orders (as of the allocation cutoff). Each customer’s fulfilled quantity = their pre‑ordered quantity × allocation percentage, rounded down to the nearest whole unit. Any remaining units will be distributed by objective tie‑breakers (see Tie‑breakers section).

If your rounded allocation is 0, you will be refunded in full for the unfulfilled quantity.

Note on random draw: If we use a randomized tie‑breaker for the last remaining units, we will only do so with either (a) your prior consent and clear published mechanics, or (b) a DTI sales promotion permit if required. Otherwise, we will use timestamp order (earliest paid/confirmed first) for the final units.

Non‑TCG/CCG games:

Timestamp/queue-based fulfillment. We fulfill by earliest paid/confirmed pre‑orders until stock runs out. Unfulfilled orders are refunded in full.

Tie‑breakers and rounding:

Rounding: We round down partial results to whole units to avoid over‑allocation.

Leftover units after rounding are allocated in this order: (1) earliest paid/confirmed timestamps, (2) if identical timestamps and only 1–2 units remain, we may use a transparent, documented random draw with consent or applicable DTI permit.

We publish the allocation percentage and the applied tie‑breaker after confirmation from the supplier.

Discretion for exceptional cases:

For edge cases (e.g., fraud risk, multiple accounts, suspected scalping, operational errors), Playcafe may adjust or cap individual allocations to ensure fair distribution. Any adjustment will follow clear, pre‑stated rules (e.g., per‑customer caps) and will be disclosed to affected customers with refund options for any reduced quantity.

Cancellations and refunds:

If we fail to deliver within a reasonable time after providing an updated ETA due to allocation/delay, you may cancel any undelivered portion for a full refund to your original payment method.

If you do not agree with the applied allocation method or tie‑breaker, you may opt for a full refund of the unfulfilled portion.

Communication timelines:

We will notify customers within [3–5] business days of receiving the supplier’s allocation about: (a) the allocation percentage, (b) your adjusted quantity, (c) tie‑breaker (if any), and (d) your options (proceed, partial cancel, or full cancel of unfulfilled quantities).

Why this is DTI‑Aligned

Transparency and fairness: DTI discourages misleading or arbitrary allocation. Pro‑rata for TCG/CCG and timestamp for non‑TCG are objective, predictable rules.

Permits for “raffles”: Using a random draw to determine who gets scarce products can be treated as a sales promotion requiring a DTI Sales Promotion Permit, especially if customers provided consideration (e.g., deposit). The text above ensures you either avoid randomness or do it with consent/permit.

Consumer remedies: Clear option to cancel and receive a full refund when delivery is unreasonably delayed aligns with RA 7394.

If You Prefer Your Original Text, Here’s a Tightened Version

ETAs are estimates; distributor delays may occur.

If allocation is short:

TCG/CCG: We will pro‑rate based on the supplier’s allocation percentage using a transparent formula. If no units can be fulfilled for an order after rounding, we will issue a full refund. If tie‑breakers are needed for the last units, we will use earliest paid/confirmed timestamps or, with consent or a DTI permit, a randomized draw.

Non‑TCG/CCG: Fulfillment is by earliest paid/confirmed timestamp; unfulfilled orders are refunded.

Beyond the pro‑rated or queue allocation, any discretionary adjustments by Playcafe will follow pre‑stated anti‑scalping caps and will be disclosed to affected customers together with refund options.

You may cancel for a full refund if we fail to deliver within a reasonable time after notice.

Quick Compliance Notes

Random draws/“raffles”: If you run any lottery/draw to allocate scarce items among paying/pre‑ordering customers, consult DTI on whether a Sales Promotion Permit is required. When in doubt, default to timestamp or objective caps to avoid permit needs.

Publish mechanics: Post the exact allocation formula, tie‑breaker order, and per‑customer caps on your product pages or pre‑order forms.

Keep records: Maintain allocation calculations, timestamps, notices, and refunds for potential DTI mediation.

Would you like me to insert this section into your full Playcafe Sales Policy and tailor the [X] values and caps (e.g., max 1 box per customer on highly allocated sets)?

Returns & Refunds policy

1) Eligibility for Return/Refund

We accept returns or refund requests when any of the following apply:

The item is defective, damaged on arrival, unsafe, expired, or counterfeit.
The item received is incorrect, missing parts, or materially not as described/advertised.
The service provided was not rendered with due care or did not conform to what was agreed.
Optional (change-of-mind):
- We accept change-of-mind returns within 1 day if the product is unused, unopened, and in resalable condition. This is a courtesy and not required by law.
Items generally not eligible (unless defective):
- Perishables, personalized items, hygiene-related products, digital goods once accessed, items with tampered seals/serials, or items damaged due to misuse.

2) Timeframe

Notify us of any issue within 3 days from receipt/purchase for visible defects or wrong items.
Hidden defects discovered later will be honored within the applicable 7 days period.
For services, raise concerns within [3] days from completion.

3) Documentation Required

Proof of purchase (receipt, order confirmation, invoice).
Photos/videos of the defect or the unboxing when applicable.
Complete accessories, manuals, free gifts, and original packaging (where feasible and unless the defect makes this impossible).

4) Assessment and Approval

We will assess requests within [3–5] business days after receiving complete information and, if needed, the returned item.
If the issue is confirmed, we will proceed with the appropriate remedy: repair, replacement, or refund.
If the issue is not confirmed or is due to misuse, accidental damage, or unauthorized repairs/modifications, the request may be declined.

5) Remedies

Order of remedies we follow, consistent with consumer rights:

Repair within a reasonable time if feasible.
Replacement with the same or comparable item if repair is not possible, impractical, or unreasonably delayed.
Refund of the purchase price if repair or replacement is not available or reasonable under the circumstances.

Note: For partial defects (e.g., missing accessory), we may provide a partial refund or send the missing part.

6) Shipping and Costs (Revised)

In-store purchases (walk-in/over-the-counter):

Returns are accepted in-store only. We do not arrange courier pickup for store-bought items.
If you choose to ship the item back to the store, shipping and insurance are at your cost and risk. We recommend a trackable, insured method. We are not liable for loss or damage in transit.
Once the item is received and approved, we proceed with repair/replacement/refund as applicable. No shipping reimbursement applies for in-store purchases.

Online purchases that were shipped to you:

Defective, damaged-on-arrival, unsafe, counterfeit, missing/wrong item, or materially not-as-described: we cover the return shipping via a prepaid label/pickup, or reimburse reasonable return shipping after approval.

Change-of-mind returns: you pay the return shipping.

Our fulfillment error (e.g., wrong item/size/model): we cover return shipping and replacement reshipment.

Packaging and condition for returns:

Use original packaging and include all accessories/manuals/freebies when feasible.
Follow our RMA instructions; unauthorized returns may be refused or delayed.

7) Refund Processing

Refunds are issued to the original payment method unless otherwise agreed.
Processing time: we initiate within [3–7] business days after approval and receipt/inspection of the item.
Bank/issuer posting times vary and are outside our control.

8) In-Store vs. Online Purchases

In-store:

Bring the item and proof of purchase to Store during business hours.
Mail-in/courier returns for in-store purchases are not arranged by us; if you ship the item to us, it is at your cost and risk and requires prior written authorization.

Online:

Contact us at email/facebook page/whatsapp to obtain an RMA and return instructions.
We will issue a prepaid return label/pickup only for qualified defective/not-as-described/our-error cases.
For non-qualifying or change-of-mind returns, you are responsible for return shipping.

9) Warranties

Manufacturer’s warranty (if any) applies in addition to your statutory rights under the Consumer Act.
We honor implied warranties for hidden defects and merchantability/fitness as provided by law.

10) Exceptions Required by Law

We do not enforce “No Return, No Exchange” policies for defective or nonconforming goods. That phrase may not be used to deny your legal rights. However, change-of-mind returns are not a legal right and remain subject to our store policy.

11) Contact Us

Email: Playcafeenterprises@gmail.com