We believe that the success of any brand lies in the number of happy customers they create. This is why we are committed to achieve 100% customer satisfaction.
Money-Back Guarantee
We practice a 90-day money-back guarantee on product quality that covers the first non-subscription order of each unique product or bundle. In the case that you are not satisfied with the results of using our product, you can get in touch with our Customer Happiness team to enquire about your eligibility for a money-back guarantee claim by CLICKING HERE.
Learn more about our money-back guarantee and eligible purchases by reading this article.
Claiming Refunds
You have 90-days from the delivery date to make a claim through our money-back guarantee on one-time purchases from the delivery date of our products.
On a rare occasion, we might require that you return the product to qualify for a refund, our customer service team will provide you with a return label. When returning our product to us, please ensure that it is packed securely. Once you send the package to the designated logistics provider, please contact us when the tracking information is available on the courier’s portal and we will issue a refund accordingly.
When canceling an order, refunds are processed instantly and will reflect on your transaction statement based on your respective payment method.
Refund Turnaround Time
Once processed, PayPal refunds take effect instantly and will reflect on your PayPal balance in real-time. Take note that if you used PayPal eCheck, it may take up to 10 business or more to clear as estimated by PayPal. PayPal can only refund you after the eCheck is cleared. Kindly contact us if your eCheck has not cleared and failed to refund after 20 days.
Credit and Debit card processing time varies depending on your card issuing bank’s turnaround time. This can range anywhere between 7 to 14 banking days before it’s reflected in your bank statement. Contact your bank to investigate if the refund is not reflected in your bank statement after 14 days.
When processing refunds, there is often some processing time required by banks before a refund is reflected in your bank statement. We ask that you refrain from filing a dispute or chargeback request with your financial institution as it will significantly prolong your refund process, sometimes taking over 75 days, depending on your bank as they need to investigate thoroughly and review the case.
Pausing, Skipping, or Delaying Subscription Orders
We all need a break sometimes. When you need some time off, pause, skip, or delay upcoming shipments via our online self-service account portal before your next subscription order date. The order date is located on individual subscription cards within the ‘My Subscriptions’ page.
Please note, if you want to pause or skip on the date of your next charge, you will need to reach out to our customer support team.
Refer to our guide to set up your personal account to start managing your orders.
Changing order details or canceling your order
Changed your mind? Get in touch with us as soon as possible with your order number ready.
We might be able to help you amend your order details if it has not been fulfilled but we cannot promise that we are always able to.
If you decide to cancel, we can refund the full amount paid for the order to your original mode of payment. Read our guide to canceling orders to learn how.
Sometimes, the processing of your shipment is too far along for us to be able to make changes to the order. In these instances, we would not be able to cancel or make changes to your order.
Returns
We do not accept returns of foods and perishable goods such as our supplements unless we explicitly make a request for the return. In the event that we do, it is to help us in our endeavor to continuously improve on the quality of our products.
Should we request for the product to be returned, we will provide you with a return label if you reside in the United States of America. We do not request for returns of international orders.
When returning our product to us, please ensure that it is packed securely. Once you send the package to the designated logistics provider, please contact us when the tracking information is available on the courier’s portal. If you are returning the product to obtain a refund, we will process the refund immediately upon receiving the tracking information.
Damaged Items or Package
We take every measure to ensure smooth delivery of our goods. That said, there are circumstances that are still outside of our control. BB Company. is not liable for any goods lost or damaged by third-party postal carriers.
In cases where your product arrives damaged, please check with our customer service team if your order is eligible for a refund or substitution. If BB Company decides to issue a refund, credit will be applied to your original mode of payment. If we are replacing the product, we may request that you destroy the contents of the bottle to ensure, for your safety and of those around you, that the compromised contents are not consumed. Please refer to this article for instructions on how to destroy the contents.
When contacting us, please prepare the following information.
- Details of the complaint
- Photo evidence of the complaint
- Photo of the bottle's batch number & expiry date, which is located on the exterior bottom of the bottles
- Your order ID (BB#####)
Refusal of Service
In rare circumstances, we may evaluate a customer’s account, purchase, refund, and return history, and retain the right to refuse services and/or prevent a customer from placing orders with us in the future without providing further details regarding our decision.
Disclaimer:
Being well-informed about health-related products before purchasing them is essential. FDA advises consumers to consult with a health care professional before taking any supplement.