Returns, Exchange and Refunds Policy

RETURN, EXCHANGE, REFUND AND CANCELLATION POLICY 

 

For the purpose of this Return, Refund, Exchange and Cancellation Policy (“Returns Policy”), Bright Lifecare Pte. Ltd. (Singapore) can hereinafter be referred to as the “Company”, “we”, “our” or “us” and an individual who orders the product can hereinafter be referred to as the “User”, “you” or “your”. 

 

  • ORDER CANCELLATION, RETURN, EXCHANGE, AND REFUND:
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    1. Subject to the terms and conditions in this Returns Policy, you may apply for a cancellation of a placed order, return, refund or exchange of a product purchased from www.muscleblaze.sg (the “Website”).     

     

    To initiate a cancellation, return, refund or exchange, you can write us at care@muscleblaze.sg.   

     

    1. You may apply for: 

     

    1. cancellation of an order before it is shipped to you (please refer to Section 2C below);
    2. a refund of a product if it has not been received by you; 
    3. a refund, return or exchange of a product if (a) the product was defective and/or damaged on delivery; or (b) the product is materially different to that selected by you; or 
    4. a return of a product if you change your mind, provided that the product is in an intact condition. 

     

     

     

    A refund, return or exchange of a product must be initiated within fourteen (14) days from the date on which the product was delivered to the User. 

     

  • A product shall not be eligible for refund, return or exchange in the following cases: 
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  • If the product has been damaged or there is a change in the quality, quantity, or other characteristics of the product while under your care (e.g., due to customer negligence, misuse or tampering);
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  • If the product causes any physical reaction (such as rashes, stomach upset, headache) or due to personal preferences after it has been opened (flavour like/dislike, flavour difference from one brand to another) etc.
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  • If the product returned is not the product that was delivered; and/or 
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  • Any other circumstances that the Company may notify or deem appropriate from time-to-time.
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  • Refund, return or exchange of the product shall be subject to the following conditions: 
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    1. All original labels, tags, security seals, serial numbers, must be intact and not tampered with;
    2. Products must be returned in their original packaging. Product packaging, including but not limited to protective shields, protective plastic or covers, product boxes etc must be included in the return package;
    3. Products are unused and unaltered; and/or 
    4. Products, if received or sold as a set, must be returned as a complete set (i.e. they may not be returned as individual items). All free gifts, accessories, documentation and peripherals provided within the product package (e.g. product accessories, warranty cards, certificates of authenticity, etc.), or provided together with the product as an independent singular item (e.g. free gifts), must not be missing.

     

  • Notwithstanding anything mentioned hereinabove: 
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    1. if a product was not received, you shall report the same to us within 2 business days after the expected delivery date has passed;

     

  • if a product is found damaged on delivery, or incorrect as per your order and the description on the Website, you shall report the same to us within 2 business days of delivery of the product; and

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  • if the outer or inner product packaging is open or the product security seal is broken, you shall report the same to the Company on the same day of delivery of the product. 

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    Once we are informed, we may require you to submit certain information, including:

     

    1. Short description of the case (a few questions will be asked to help us understand the case); and 

     

    1. Photographs of the received package or products.  

     

    After investigation, the approval of your request for a refund, return or exchange will be made by us in our sole discretion. Where the request is approved, we will arrange to collect the product and, depending on your request, refund or exchange (subject to availability) the product. You acknowledge and agree that our decision is final, conclusive and binding, and you shall not bring suit or otherwise assert any claim against us or our affiliates in relation to such decision. 

     

    You shall not be eligible for refund, return or exchange (in part or full) in the following case: 

     

    1. You fail to report to us about damaged, missing, incorrect or opened product in the manner mentioned hereinabove; 
    2. You fail to provide us with a short description of the case; 
    3. You fail to provide us with photographs of the received package or products; 
    4. You fail to provide us any other information required by us to understand and investigate the case;
    5. You fail to ensure the correct item is packed and returned, and where applicable, ensure a complete set (such as gifts, accessories or peripherals) is returned; and/or 
    6. Any other ground as may be determined by us in our sole discretion.  

     

  • Returns Shipping 
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    1. Our logistics partners may decline to accept or receive your parcel if it is not labelled or secured for return shipment. For ease of processing and to ensure that our logistics partners collect the correct item, you are encouraged to label the product appropriately with the item and order number. 

     

    1. Subject to approval of your request for a refund, return or exchange, we provide free returns shipping for our customers. Please adopt the following shipping guidelines so as to provide a seamless return experience and fast refund (if applicable):

    1. Ensure that your parcel is properly secured and packed for handing over to our appointed logistics partners. Parcels must be secured with adhesive tapes.

     

    1. Ensure any labels (if applicable) are securely attached to the parcel.

    1. Ensure that the correct and complete item is packed into a single parcel.

    1. If you elect to send any products back to us yourself, you may address the package to Bright Lifecare Pte. Ltd., C/o S.E.T. Logistics Pte. Ltd., 5, Changi South Lane # 05-02, ALOG Districcentre 1, Singapore 486045.    

     

    1. If a product not purchased from us is returned to us, we are not accountable for any misplacement or replacement and will not be responsible for its delivery back to you.

  • Other Terms and Conditions:

    1. An exchange of a product due to sizing issues (applicable to non-food products only) may only be done once. 

     


    1. All claims for refunds must be made according to these terms. Where certain products are expressly marked as being ineligible for refunds (whether in full or in part), Users may not claim for refunds on those products.

    1. Refunds, if any, shall be made by the Company within fifteen (15) business days of the approval of your refund request.

     

    1. For cash on delivery transactions, the User has the option to receive the refund in his designated bank account (for which the User will have to inform us of the bank details) or for the refund to be credited to the wallet linked to his/her User account on the Website.

    1. For payments made through electronic means like debit card, credit card, internet banking, wallet etc., refunds shall be made to the original payment source or payment wallet of the User.

    1. The User acknowledges that we will not be liable for any damages, interests or claims etc. resulting from a failure or delay in processing a refund due to factors beyond the control of the Company.

     

  • ORDERS AND CANCELLATION:
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  • Acceptance and Cancellation: 

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    1. We may sometimes require additional verification or information from you before accepting any order. We will inform you if additional information is required to accept your order.

     

    1. To provide a safe and secure shopping experience, we regularly monitor transactions for suspicious activity. In the event we detect any suspicious activity, we reserve the right to cancel all orders without any liability to you and further to inform law enforcement and provide them with all transaction details that may be requested for investigation of any suspicious activity. 

     

    1. We reserve the right to refuse or cancel orders in scenarios like inaccuracies in pricing of the product on the Website or stock unavailability. We will inform you if all or any portion of your order is cancelled. If your order is cancelled after your account has been charged, the said amount will be refunded, however, any promotional voucher used for the cancelled orders may not be refunded.  

    1. Other than the above, we reserve the right to refuse or cancel any order without assigning any reason to the User. The User accepts and undertakes that the same is acceptable and he shall not raise any dispute on the same. The situations that may result in cancellation of User’s order includes non-availability of the product or quantities ordered by the User, non-availability of any Services, inaccuracies or errors in pricing information or problems identified by our credit and fraud avoidance department. 

    1. We may cancel a “Suspicious Order” at any stage prior to delivery. An order may, in our sole discretion (taking into account quantity and frequency) be deemed as a “Suspicious Order” if:

     

    • unusually large quantities for the same product or different products are ordered;
    • multiple orders from different User accounts are placed for products to be delivered to the same address;
    • orders are placed by one User account but delivered to multiple addresses (drop-shipping);
    • an invalid address is given;
    • any malpractice is detected in placing the order; or 
    • we determine, in our sole discretion, that the products ordered are not for personal consumption but for commercial resale.

     

    Any promotional vouchers used for any “Suspicious Order” that has been cancelled may not be refunded.


    1. Accounts for Users classified as “High Fraud Risk” may be suspended or terminated. Any credits earned through any loyalty or referral program will be forfeited. 

     

    A User may be classified as “High Fraud Risk” if he engages in one or more of the following:

     

    1. User does not reply to the payment verification mail sent by the Company;
    2. User fails to produce adequate documents during payment details verification;
    3. Misuse of another User's phone/email/account;
    4. User provides an invalid email address or phone number;
    5. Overuse or misuse of a voucher code;
    6. Use of a special voucher not tagged to the correct User email address;
    7. User returns the wrong product;
    8. User refuses to pay for an order;
    9. User with a very high return rate for products;
    10. Invalid or incomplete shipping address; or
    11. Repeated request for monetary compensation for petty issues.

     

  • Cancellation by User: 

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    1. If we receive a cancellation notice by the User before the order has been shipped, we shall cancel the order and refund the entire amount paid by the User. 

     

    1. We will not be able to cancel orders that have already been shipped. Users in such cases are to initiate a return once the products are received. 

     

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