Dispute Resolution Policy
If something goes wrong with a purchase, this is exactly what happens, who handles it, and how long each step takes. Nothing here asks you to give up a right you have under Philippine law.
Step one: tell us
Email hello@rndlinteractive.com with the email address used at purchase, the reference number on your receipt, and what went wrong. There is no form and no ticket queue.
We acknowledge every message within one working day and give you a decision, or a clear reason why we need longer, within seven working days.
Step two: formal reconsideration
If the first answer does not resolve it, reply and say so. We are a one-person business, so this is not a different department reviewing the file — it is a formal reconsideration by the owner, Randall Ofreneo Tan, with the decision and the reasons for it put in writing and recorded. You receive that within a further ten working days.
You are not required to take this step. You may go straight to your bank, to the Department of Trade and Industry, or to a court at any time.
Disputed or unrecognised charges
Contact us before contacting your bank or e-wallet. A charge we can see is a charge we can reverse, usually the same day, and a direct refund reaches you faster than a chargeback does.
If you do open a dispute with your card issuer or e-wallet provider, we cooperate fully. Our payment processor sends us the case, we respond with the transaction record and the delivery evidence for that order, and the outcome is decided by your provider under its own rules and timelines.
If we still disagree
Where a dispute cannot be settled directly, both sides may refer it to mediation before starting proceedings. Failing that, Philippine law governs.
We do not restrict where you may bring a claim. As a consumer you may go to the courts of the city or municipality where you live, or to the courts of Lucena Citywhere we are based — whichever suits you. You may also complain to the Department of Trade and Industry, which supervises our business name registration, or to any other authority with jurisdiction, and you do not have to exhaust the steps above before doing so.
Where we bring a claim against a customer, we bring it where that customer lives. We sell online across the country and it would not be fair to make anyone travel to us to be heard.
Who you are dealing with
RNDL-INTERACTIVE INFORMATION TECHNOLOGY SERVICES — DTI Business Name Registration No. 8434183, registered with the Department of Trade and Industry (DTI), Philippines and valid until 20 August 2031. Registered address: Mayao Kanluran, Lucena City, Region IV-A (CALABARZON), Philippines.
Support hours are Monday to Friday, 9:00–18:00 (UTC+08:00, Philippine Standard Time). Messages outside those hours are answered the next working day.