Effective date: November 12, 2026
We want every concern resolved fairly and quickly. Most issues are settled at Step 1 or 2. You keep your rights under Philippine law at every step.
1. What this policy covers
Any complaint or disagreement about our products, quotations, orders, delivery, installation, warranty service, billing, payments or refunds.
2. Step 1: Contact customer service
Email info.ambfurnituretrading@gmail.com, call 0999 513 2681 or 0965 849 5503, or message us on Facebook Messenger. Please include:
- your name and contact number;
- your quotation, purchase order or sales invoice number;
- what happened and what outcome you are asking for; and
- photos, videos, receipts or payment reference numbers, if any.
We will acknowledge your complaint within 2 business days and give you a reference for follow-ups.
3. Step 2: Review and resolution
We review the records and, if needed, inspect the item or site. We will propose a resolution in writing within 10 business days of acknowledging your complaint. If a case needs more time (for example, waiting on a supplier or a site visit), we will tell you why and give you a new target date.
Possible resolutions include repair, replacement, re-delivery, a price adjustment or a refund, as described in our Return and Refund Policy.
4. Step 3: Escalation to management
If you do not accept our proposed resolution, reply and ask for escalation. The business owner will personally review the case and send a final written response within 10 business days of your request.
5. Step 4: Outside help
If the matter is still not resolved, you may bring it to the appropriate government agency or court:
- Department of Trade and Industry (DTI) for consumer complaints, which may be handled through mediation or adjudication under the Consumer Act. Visit dti.gov.ph or call the DTI Consumer Care Hotline at 1-384.
- National Privacy Commission for concerns about personal information (privacy.gov.ph).
- The proper courts of the Province of Bulacan, as stated in our Terms and Conditions.
You may contact these agencies at any time. Using our process first is encouraged because it is usually faster, but it is not required.
6. Payment disputes and chargebacks
- Double charges, failed payments that were deducted, or wrong amounts: contact us with the date, amount, payment method and reference number. We check the transaction with our payment provider, PayMongo, and refund any confirmed error within 7 business days.
- Unauthorized transactions: if you did not make a payment, contact your card issuer, bank or e-wallet right away, and let us know so we can help.
- Card chargebacks: you have the right to dispute a card payment with your issuing bank. We encourage you to contact us first, since we can often fix the issue faster. If a chargeback is filed, we cooperate with PayMongo and the bank and provide the relevant records (quotation, sales invoice, delivery receipt and communications).
- To avoid double refunds, a refund for a transaction that is already under chargeback is handled through the chargeback process.
7. Our commitments
- We treat every complaint fairly and respectfully, and we do not penalize customers for complaining.
- We keep a record of each complaint and its resolution, and we use them to improve our products and service.
- We handle personal information in complaints according to our Privacy Policy.
8. Contact us
AMB FURNITURE TRADING
Blk 50, Lot 11 Ph 60, Gaya-Gaya, Towerville, 3023 City of San Jose Del Monte, Bulacan, Philippines
Email: info.ambfurnituretrading@gmail.com
Phone: 0999 513 2681 · 0965 849 5503