Refund policy

REFUND AND RETURNS POLICY

Last updated: 29 October 2026

14-DAY MONEY-BACK GUARANTEE

We offer a money-back guarantee within 14 days of delivery, provided the product is unopened and in its original condition and packaging.

For health and safety reasons, we cannot accept returns of opened supplements unless the product is faulty or was damaged in transit.

HOW TO RETURN AN ITEM

  1. Email us at support@support.bback.co within 14 days of delivery, with your order number and the reason for the return. Please contact us before sending anything back — returns sent without notifying us first cannot be processed.
  2. We will confirm the return address and how to send the item back.
  3. Pack the product securely in its original packaging and send it to us. Return postage is at your own cost unless the item is faulty, damaged or incorrect.

We recommend using a trackable delivery service. We cannot be responsible for items lost in transit back to us.

REFUNDS

Once we have received and inspected your return and confirmed the product has not been opened, tampered with or damaged, we will issue your refund. You will receive the refund no later than 14 days from the date we receive the returned package.

Refunds are made to the original payment method. Depending on your bank or card issuer, it may take a further few working days for the money to appear in your account.

Original delivery charges are not refunded unless the item was faulty, damaged or incorrect.

DAMAGED, FAULTY OR INCORRECT ITEMS

If your order arrives damaged, faulty or incorrect, email support@support.bback.co within 7 days of delivery with your order number and photographs of the item and its packaging. We will arrange a replacement or a full refund, including delivery charges, at no cost to you.

ITEMS WE CANNOT REFUND

  • Products that have been opened, used or had their seal broken, unless faulty
  • Products returned more than 14 days after delivery
  • Products not purchased from www.bback.my — if you bought from a retailer or another marketplace, please contact them directly
  • Free gifts and promotional items, which must be returned with the qualifying order

CANCELLING OR CHANGING AN ORDER

If you need to change or cancel an order, or you entered the wrong name or delivery address, email support@support.bback.co as soon as possible. We will do our best to help, but once an order has been dispatched we may not be able to change it.

YOUR STATUTORY RIGHTS

This policy is offered in addition to your rights under Malaysian law, including the Consumer Protection Act 1999 and the Sale of Goods Act 1957. Nothing in this policy limits those rights.

CONTACT

BB Consumers Pte Ltd Email: support@support.bback.co