CONSUMER REDRESS & COMPLAINTS POLICYCONSUMER REDRESS & COMPLAINTS POLICY
Effective Date: August 13, 2026 Last Updated: August 13, 2026 At JALC Instruments / JALC Trading, we are committed to providing our customers with fair, transparent, and responsive service. We recognize that customers may occasionally have concerns regarding products, orders, deliveries, payments, returns, refunds, exchanges, warranties, or other transactions made with JALC Instruments. This Consumer Redress & Complaints Policy explains how customers can submit concerns and how JALC will receive, evaluate, and respond to complaints. This Policy is intended to provide customers with a clear and accessible internal mechanism for resolving concerns and is subject to applicable Philippine laws and regulations. 1. SCOPE This Consumer Redress & Complaints Policy applies to concerns relating to transactions made directly with: JALC TRADING / JALC INSTRUMENTS including concerns involving:
For products purchased from another distributor, reseller, marketplace seller, or other third party, customers should generally raise the concern with the original seller. 2. HOW TO SUBMIT A COMPLAINT Customers may submit a complaint or concern through the following channels: Email: [email protected] Telephone: 02-8356-4748 Website: www.jalcinstruments.com When submitting a complaint, customers are encouraged to provide sufficient information to allow JALC to properly identify and evaluate the concern. Where applicable, please provide:
Customers should avoid submitting unnecessary personal information that is not relevant to the complaint. 3. COMPLAINT ACKNOWLEDGMENT Upon receiving a complaint, JALC will review the information provided and acknowledge receipt where reasonably practicable. If the information provided is insufficient to evaluate the complaint, JALC may request additional information or supporting documents from the customer. The customer may be contacted using the email address or telephone number provided in the complaint. 4. INITIAL REVIEWJALC will conduct an initial review to determine the nature of the complaint and the appropriate department or personnel responsible for handling it. Depending on the nature of the concern, JALC may review:
5. TECHNICAL PRODUCT COMPLAINTS Because JALC supplies industrial measuring instruments and other technical products, certain complaints may require technical evaluation. Depending on the circumstances, JALC may request:
Where necessary, JALC may coordinate with the applicable manufacturer, distributor, authorized service center, or technical specialist. Technical evaluation may be necessary to determine whether an issue resulted from a manufacturing defect, installation, wiring, application, operating conditions, misuse, transportation, or another cause. 6. PROPOSED RESOLUTION After evaluating the complaint, JALC will communicate the applicable findings and, where appropriate, propose an appropriate resolution. Depending on the circumstances, the resolution may include:
The applicable resolution will depend on the circumstances of the complaint, the transaction documents, applicable warranty terms, product evaluation, and applicable law. 7. RETURN, REFUND, EXCHANGE & WARRANTY CLAIMS Where a complaint involves a return, refund, exchange, replacement, or warranty claim, the procedures contained in JALC's: Return, Refund, Exchange & Warranty Policy will also apply. Customers may be required to obtain a Return Merchandise Authorization (RMA) before returning a product. An RMA does not automatically constitute approval of a refund, replacement, exchange, or warranty claim. Final resolution may depend on inspection, testing, technical evaluation, applicable warranty terms, and applicable law. 8. RESPONSE AND RESOLUTION JALC will endeavor to address complaints in a timely and reasonable manner. The time required to resolve a complaint may vary depending on its nature and complexity. Simple concerns may be resolved directly by JALC, while technical, warranty, delivery, or manufacturer-related concerns may require additional investigation or coordination with third parties. Where additional time is required, JALC will provide the customer with an update where reasonably practicable. 9. ESCALATION OF UNRESOLVED CONCERNS If a customer is not satisfied with the initial response or proposed resolution, the customer may request that the matter be escalated for further review by JALC management. The customer may request escalation by contacting: JALC Instruments / JALC Trading Email: [email protected] Telephone: 02-8356-4748 The customer should indicate that the communication is an escalation of an unresolved complaint and provide the relevant order or complaint reference, if available. JALC management will review the matter and communicate the applicable response or next steps. 10. GOOD-FAITH RESOLUTION JALC encourages customers and the company to resolve complaints in good faith through clear communication and reasonable cooperation. Customers are encouraged to provide accurate information and relevant supporting documents so that JALC can properly investigate the concern. JALC will likewise make reasonable efforts to evaluate complaints fairly and communicate the applicable findings and available remedies. 11. EXTERNAL REDRESS If a complaint cannot be resolved through JALC's internal redress mechanism, the customer may pursue any appropriate remedy or assistance available under applicable Philippine laws and regulations, including applicable government consumer protection or dispute-resolution mechanisms. Nothing in this Policy prevents a customer from exercising rights or remedies available under applicable law. Where appropriate, customers may seek assistance from the Department of Trade and Industry (DTI) or another government agency with jurisdiction over the particular concern. 12. PERSONAL INFORMATION Personal information submitted as part of a complaint will be handled in accordance with JALC Instruments' Privacy Policy and applicable Philippine data privacy laws. Customers should provide only information reasonably necessary for the investigation and resolution of their complaint. 13. CONTACT INFORMATION For complaints, concerns, or requests for assistance: JALC TRADING / JALC INSTRUMENTS Unit 1 Front Room 2nd Flr and Unit 2 2nd Flr., 152 F, Blumentritt Street, Brgy. Batis, San Juan City 1500, Philippines Email: [email protected] Telephone: 02-8356-4748 Website: www.jalcinstruments.com 14. POLICY LIMITATIONS This Consumer Redress & Complaints Policy describes JALC Instruments' internal procedure for receiving and handling customer concerns. It does not exclude, restrict, or waive any rights or remedies that cannot lawfully be excluded or restricted under applicable Philippine law. JALC may update this Policy when necessary to reflect changes in its procedures, products, services, applicable laws, or regulatory requirements. Last Updated: August 13, 2026 |
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