Retail Item FAQs
Need answers? Find them here...1. Before You Buy
Yes. When you buy on www.hmr.ph, you are dealing directly with HMR Retail Haus Inc., and we ensure that you will receive the goods you paid for.
Yes. You need to create an account to place an order. Signing up is where you provide your name, address, contact number, and email, and it lets you check out, track your order, and manage returns. Your information is used only to process and fulfill your order (see T&C Section 9).
2. Placing Your Order & Payment
We accept Direct Bank Transfer (BDO); Bank Transfer, OTC, GCash, Maya, GrabPay, Credit, Debit, or Prepaid Card; or Pay at Store.
Yes. We accept credit and debit card payments. Orders may be cancelled for various reasons (e.g., duplications, stock availability, system error). We will notify you of any change in your order status. Please read our Terms & Conditions for more details.
Payment must be made within 24 hours at each store where items were ordered, or the order will automatically be cancelled without liability on the part of HMR.
Payment must be cleared within 48 hours from ordering, or the order will automatically be cancelled without liability on the part of HMR.
Once checkout is completed, orders generally cannot be cancelled or changed for change-of-mind reasons. However, if an item is defective, incorrect, or unavailable, it is covered by our Returns and Warranty Policy, and HMR may also cancel and refund an order in cases of unavailability, pricing error, or system discrepancy (see T&C 3.3).
3. Shipping, Delivery & Pick-Up
We can ship your orders nationwide. Shipping fees are covered by the customer.
We do not ship internationally at the moment.
We can fulfill your order in 2–3 days if your location is within Metro Manila. If your delivery address is outside Metro Manila, it will depend on the courier you choose.
At this point, we do not offer this service. Products purchased from different branches will be shipped individually, and fees are covered by the customer.
You will receive an email to inform you about the status of your order.
4. Returns, Refunds & Warranty (After You Receive Your Order)
Returns for HMR.ph Online orders are coordinated with our Online Store team. To start a return:
- Report the issue within the reporting window — within 48 hours for transit damage, shortage, or a wrong item; within the product warranty period for a functional or hidden defect.
- Contact HMR.ph Customer Service (our Online Store coordinator will assist you) — Phone: 09178578657, Email: info@hmr.ph. Have your proof of purchase and supporting evidence ready; an unboxing video is helpful for transit-damage, wrong-item, or tampered-packaging claims but is not required.
- Once your report is validated, the complete item is returned for inspection by our technicians to verify the reported issue.
- If a defect is confirmed, you may choose among repair, replacement, or refund. Repair is completed within 30 days; if the item cannot be repaired in that time or no replacement is available, a refund is issued. HMR shoulders return shipping for confirmed valid claims; refunds are processed within 7–14 business days.
- Change-of-mind returns and "as-is" items are not covered. Full details are in HMR's Warranty Policy.
No. Product exchanges must be done at the store where the item was purchased.
For a confirmed defect, you may choose among repair, replacement, or refund. Repair is completed within 30 days; otherwise, replacement or refund applies.
If the item is defective, incorrect, or not as described, HMR shoulders or reimburses the courier cost and charges no fees. If you picked it up in the store, the easiest way is to drop it off at the branch you picked it up from. Change-of-mind or non-defective returns are for the customer's account and are accepted at HMR's discretion.
Refunds for approved claims are processed within 7–14 business days via the original payment method, store credit, or platform, as applicable.
Yes. Orders cancelled for unavailability, pricing error, or system discrepancy are refunded per our refund policy (T&C 3.3).
5. Your Data & Support
HMR complies with the Data Privacy Act (RA 10173); your details are used only to process orders, provide support, and fulfill delivery (T&C Section 9).
HMR Philippines, Inc.
Address: Pioneer corner, Reliance Street, Mandaluyong City
Phone (Customer Service): 09178578657
Email: info@hmr.ph
6. Rewards
Yes, we have a loyalty program called “Ka-Finders”. You can earn 1 point for every ₱200 single receipt purchase and exchange the points you earn from the products in our Ka-Finders booth. You can register at any HMR store to become a Ka-Finders member.