Internal Redress Mechanism Policy

AKIBAHOME CORPORATION

INTERNAL REDRESS MECHANISM POLICY

As a corporation operating under the name AKIBAHOME CORP, I/we are committed to fully complying with Republic Act No. 11967, the Internet Transactions Act (ITA) of 2023, along with other applicable laws and regulations. In alignment with the principles of fair, transparent and accountable digital business practices, I/we, the undersigned, hereby commit to establishing and implementing an internal redress mechanism within our organization.

This mechanism shall be clear, effective, and responsive, and shall be designed to promptly address and resolve consumer concerns, complaints, and disputes in a manner that upholds the rights of consumers while fostering trust and confidence in our digital platforms. I/we recognize the importance of consumer trust in the growth of e-commerce and affirm our responsibility to act in good faith, with diligence and fairness, in all transactions and engagements with the public.

1. How to File a Complaint

Customers may file a complaint and submit the Complaint Form (Annex A) through any of the following official channels (as applicable):

· Social Media Page: https://www.facebook.com/AkibaRedball

· Online Platform Chat (e.g., Lazada/Shopee): https://shopee.ph/shop/273191974, https://www.lazada.com.ph/shop/akiba-home, www.akiba.com.ph.

· Email: akibamnl@gmail.com

· Messaging Apps (e.g., WhatsApp/Viber): 09178688280

To facilitate efficient handling, please include your full name, invoice or transaction number, date of transaction, and a detailed description of the issue.

2. Acknowledgment of Complaint

All complaints will be acknowledged within 48 hours. An initial response will confirm receipt and outline the next steps in the resolution process.

3. Investigation and Resolution

Each complaint will be reviewed thoroughly. We will validate the facts and determine the most appropriate action. Depending on the complexity, a resolution will be provided within 14 calendar days from acknowledgment.

Resolutions may include, but are not limited to:

· Product Repair

· Product Replacement

· Product/Service Refund

· Clarification of Service Terms

· Other actions

4. Customer Feedback and Closure

After providing a resolution, we will confirm with the customer whether the issue has been satisfactorily resolved. All complaints and actions taken are documented for future reference and service improvement.

5. Escalation (if necessary)

In case the customer is not satisfied with our proposed resolution or action taken, he/she may escalate the matter to relevant consumer protection agencies such as:

· Department of Trade and Industry (DTI) – E-Commerce Bureau (ECB) via email ecommerce_complaints@dti.gov.ph

· Or via the Consumer Care website https://podrs.dti.gov.ph/, Consumer Care Hotline at DTI (1–-384), or send an email to consumercare@dti.gov.ph.

This Internal Redress Mechanism is aligned with the requirements of the ITA and its Implementing Rules and Regulations and is established in accordance with consumer protection principles and other applicable laws and regulations related to e-commerce. It also serves as a demonstration of my responsibility as a digital market participant in promoting trust, accountability, and safety in the online marketplace.

Annex A

CUSTOMER COMPLAINT FORM

Business Name: AKIBAHOME CORPORATION

CUSTOMER DETAILS

Name : _________________________________

Contact Number : _________________________________

Email Address : _________________________________

Invoice/Transaction Reference: __________________________

COMPLAINT DETAILS

Date of Purchase/Transaction: ______________________

Platform Used: __________________________________

Product/Service Concerned (Please specify Brand/Model): ___________________________________________________________

___________________________________________________________

NATURE OF COMPLAINT (CHECK ALL THAT APPLY):

q Damaged/Defective Item

q Wrong Item Delivered

q Late Delivery

q Item Not Received

q Poor Customer Service

q Others (please specify): _____________________________

DETAILED DESCRIPTION OF COMPLAINT:

_______________________________________________________________________

For Business Use Only (To be filled out by the Company’s Representative)

Date Received: ___________________________

Received By: _____________________________

Action Taken: _____________________________

Resolution Provided On: ____________________

Remarks: __________________________________