Exchange, Cancellation and Shipping Policies

  1. Defective merchandise can be returned to the nearest SM Appliance branch within seven (7) days from date of delivery.
    • The following must be returned together with the defective merchandise :
      • Sales Invoice
      • Original packaging material, manuals, and accessories in good condition
    • A duly approved evaluation report by an Authorized Service Center (ASC) Technician is required for replacement of defective merchandise.
    • Evaluation time for replacement of product are as follows :
      • For small items (e.g., electric fan, rice cooker, oven toaster)
        • Evaluation time : Same day
        • Remarks : Customer must bring the item to the nearest SM Appliance branch
      • For big items (e.g., refrigerator, washing machine, aircon, TV)
        • Evaluation time : 2 to 3 days for Metro Manila Branches and 3 to 5 days for Provincial Branches (as long as the area is covered)
        • Remarks : ASC Technician will visit the Customer’s house and will schedule pull-out if necessary. Limited area of coverage (contact the nearest SM Appliance branch to check if your area is covered)
    • If the defective merchandise meets the criteria for replacement, the merchandise surrendered to SM Appliance branch will be replaced with the same item.

        2. In case of cancellation, the amount to be reimbursed excludes the delivery fee. Cancellation of order is subject to SM Appliance policy.

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