Refund policy
Refund & Returns Policy
Effective Date: August 10, 2026
This Refund & Returns Policy explains how cancellations, returns, replacements, exchanges, and refunds are handled by Kathy Borja Business Center (“KBBC”, “we”, “our”, or “us”) for orders placed through https://kbbcph.com.
As we sell groceries, fast-moving consumer goods (FMCG), personal care items, hygiene-sensitive items, and consumable products, some items cannot be returned once delivered. This policy explains which items are eligible and which items are excluded.
1. Inspecting Your Order Upon Delivery
Please inspect your order immediately upon delivery.
If any item is missing, damaged, spoiled upon delivery, expired, defective, incorrect, or different from what was ordered, please notify our delivery personnel where possible and contact us within 24 hours of delivery.
2. Order Cancellations
Orders may be cancelled before dispatch or processing for a full refund.
Once an order has been prepared, packed, dispatched, or delivered, cancellation requests will be handled under this Refund & Returns Policy.
3. 7-Day Eligible Returns
For eligible non-defective items, customers may request a return within 7 days of delivery.
To qualify, the item must be:
Unused
Unopened
In its original packaging
Complete with all included tags, seals, accessories, manuals, freebies, and invoice or proof of purchase
In resalable condition
Change-of-mind returns, including items ordered by mistake or no longer wanted, are accepted only if the item meets all conditions above and is not listed as non-returnable.
Customer pays return shipping, pickup, or delivery costs for approved change-of-mind returns.
4. Damaged, Expired, Wrong, Missing, or Defective Items
KBBC may offer a replacement, exchange, store credit, or refund for items that are:
Damaged or spoiled upon delivery
Expired or beyond the indicated best-before date
Defective
Incorrectly delivered, including wrong items or incorrect quantities
Missing from the order
These issues must be reported within 24 hours of delivery.
Customers must provide the order number, a description of the issue, and clear photos or supporting evidence where applicable.
For issues caused by KBBC, including wrong, missing, damaged, expired, or defective items, KBBC will cover the reasonable return, pickup, redelivery, replacement, or refund handling cost where applicable.
5. Non-Returnable Items
For health, hygiene, and food safety reasons, the following items are non-returnable and non-refundable once delivered, unless they are damaged, expired, defective, missing, incorrect, or otherwise required by law:
Perishable goods, including fresh, chilled, frozen, or temperature-sensitive products
Groceries or consumable products that have been opened, used, partially consumed, or tampered with
Products with broken hygiene, safety, or freshness seals
Personal care, hygiene, sanitary, beauty, cosmetic, and intimate products
Items damaged due to improper handling, misuse, or storage after delivery
Items not in original packaging or not in resalable condition
Product Category Return Exceptions
Some product categories have stricter return rules because of food safety, hygiene, or product safety requirements. Perishable goods, opened consumables, hygiene products, personal care items, cosmetics, beauty products, and intimate products are not eligible for change-of-mind returns.
These items remain eligible for resolution if they are damaged, spoiled upon delivery, expired, defective, missing, incorrect, or materially different from what was ordered.
6. Return Method
Approved returns may be handled through branch drop-off, local delivery pickup, or another return method confirmed by KBBC.
Customers must contact KBBC and wait for return approval before sending or bringing back any item.
7. Missing or Short Items
If an item you paid for is missing from your order or delivered in an incorrect quantity, KBBC will, at your option and subject to availability:
Deliver the missing item; or
Refund the corresponding value of the missing product.
Claims for missing or short items must be reported within 24 hours of delivery.
8. Refund Processing
Approved refunds will be issued through the original payment method whenever possible.
Refund methods may include:
Credit/Debit Card Refunds — processed through our payment provider
GCash or E-Wallet Refunds — returned to the original account used for payment
Bank Transfer Refunds — sent to the same bank account used for payment
Cash on Delivery (COD) — refunded through an agreed-upon method
Refunds are typically processed within 7–14 business days after approval.
The time for funds to reflect may vary depending on the customer’s bank, e-wallet provider, or payment processor.
9. How to Request a Refund, Return, or Exchange
To request a refund, replacement, exchange, or return, please contact us through:
Email: business@kbbcph.com
Facebook Page: Kathy Borja Business Center
WhatsApp/Viber: +63 9562766305
Please include:
Your order number
A description of the issue
The affected item or items
Photos or supporting documentation, where relevant
10. Consumer Rights
This Policy is provided in addition to, and does not replace, your rights under the Consumer Act of the Philippines (Republic Act No. 7394) and other applicable laws.
Nothing in this Policy limits your legal rights regarding goods that are defective, unsafe, expired, missing, or materially different from what was described or ordered.
11. Policy Updates
KBBC may modify or update this Refund & Returns Policy at any time.
Updates will take effect once published on our website unless otherwise stated.