Conditions
Items submitted for return must be physically received back within 30 days of original delivery. Products such as protein powders, amino powders, and nutritional capsules must remain unopened, untampered, and fully enclosed in their original protective factory shrink wrap with internal induction seals intact.
Submitting a return
- Submit a formal return request by emailing [email protected] with your original order reference number and reason for return
- Receive written Return Merchandise Authorization approval together with instructions for the authorized Philippine fulfillment depot address
- Pack the unopened products securely in protective transport packaging with all seals untouched and courier the parcel using a tracked delivery service
- Receive your refund via direct bank credit within 3-10 business days after the return parcel passes mandatory warehouse quarantine and hygiene inspection
Who pays return shipping
When a product arrives defective, broken, or mispacked, we cover return costs by issuing a prepaid shipping label or scheduling a driver pickup. If you simply decided against the purchase, you cover postage yourself, with no hidden administrative fees deducted.
Refund timing and method
Refunds release within 3 business days once goods pass visual inspection. Orders completed via cash on delivery are reimbursed through bank transfer to an account you designate; bank-transfer payments return straight to the source account. Bank clearance typically takes 1 to 5 business days.
Resolution guidelines by scenario
| Situation | What we do | Cost to you |
|---|---|---|
| Damaged in transit | Replacement or full refund | None |
| Wrong item delivered | Replacement dispatched, incorrect product retrieved | None |
| Parcel lost | Fresh parcel dispatched or full refund issued following carrier investigation | None |
| Faulty on arrival | Replacement or full refund | None |
| Changed your mind | Total reimbursement of the product purchase price | Return shipping only |
Exchanges
If you need a different flavor, size, or formula, complete the standard return procedure and submit a separate purchase online. We credit your return as soon as our warehouse receives it. If the exchange stems from our packing error, we cover all shipping costs for the replacement.
Cancelling an order
You can void an order at zero cost before it leaves our packing facility. Contact [email protected] with your order number. Once handed over to transit, standard return terms take effect.
Questions about this policy
Contact our team at [email protected] or dial +63 459 058 585 during Mon-Thu 07:30-16:30, Fri 07:30-15:15. We reply to all messages within one business day.