Refund policy

Refund & Returns Policy

Effective Date: June 07, 2026

This Refund & Returns Policy explains how cancellations, returns, replacements, 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 and fast-moving consumer goods (FMCG), certain items are perishable, hygiene-sensitive, or consumable, and therefore may not be eligible for return once delivered, except in specific circumstances described below.

1. Inspecting Your Order Upon Delivery

We encourage customers to inspect their order immediately upon delivery.

If any item is:

Missing
Damaged or spoiled
Expired or near expiration in an unacceptable condition
Defective
Incorrect or different from what was ordered

Please notify our delivery personnel immediately, where possible, and contact us so we can resolve the issue promptly.

2. Order Cancellations

Before Dispatch

Orders may be cancelled before dispatch or processing for a full refund.

After Dispatch or Delivery

Once an order has been dispatched or delivered, cancellation requests will be treated as a return or refund request and shall be subject to the conditions outlined in this Policy.

KBBC reserves the right to deny cancellation requests for orders already being prepared, packed, or transported for delivery.

3. Eligible Returns, Replacements & Refunds

We may offer a replacement, store credit, or refund, as applicable, for products that are:

Damaged or spoiled upon delivery
Expired or beyond the indicated best-before date
Defective
Incorrectly delivered, including wrong items or incorrect quantities

To qualify for a replacement or refund, customers must:

Report the issue within 24 hours of delivery;
Provide the order number; and
Submit clear photos or supporting evidence of the affected item(s), where applicable.

Failure to report issues within the required period may affect eligibility for replacement or refund.

4. Non-Returnable Items

For health, hygiene, and food safety reasons, the following items are non-returnable and non-refundable once delivered, unless they qualify under Section 3 (Eligible Returns, Replacements & Refunds):

Perishable goods, including fresh, chilled, frozen, or temperature-sensitive products
Opened, used, partially consumed, or tampered items
Products with broken hygiene or safety seals
Items damaged due to improper handling, misuse, or storage after delivery
Personal care, hygiene, and sanitary products

5. 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:

Deliver the missing item(s), subject to availability; or
Refund the corresponding value of the missing product(s).

Claims for missing items should be reported as soon as possible after delivery.

6. 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 (Xendit)
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.

Please note that the timing for funds to reflect in your account may vary depending on your bank, e-wallet provider, or payment processor.

7. How to Request a Refund or Return

To request a refund, replacement, or return, please contact us through any of the following:

📧 Email: business@kbbcph.com
📱 Facebook Page: Kathy Borja Business Center

Please include:

Your order number
A description of the issue
The affected item(s)
Photos or supporting documentation, where relevant

Providing complete information helps us process requests more quickly.

8. 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, or materially different from what was described or ordered.