Refund policy
Return, Refund & Cancellation Policy
Last updated: 8 July 2026
Bilibulu (bilibulu.vip) sells two types of products: (a) digital products (Bilibulu-brand guides, courses, mentorship and digital packs) delivered electronically, and (b) physical products shipped directly to you by our fulfilment partners. Different rules apply to each.
A. Digital Products (Bilibulu Brand) — All Sales Final
Because digital products are delivered instantly after payment, all purchases of digital products are final and non-refundable. Once your order is completed and the product has been delivered, made available for download, or access has been granted, no refund, return, or exchange will be provided.
By completing checkout, you acknowledge and agree that: you are purchasing a digital product delivered immediately upon payment; you waive any cancellation right once delivery or access has begun; and no refunds will be issued for change of mind, accidental purchase, dissatisfaction with content, or failure to use the product.
Digital cancellations: orders may only be cancelled before the product has been delivered or accessed. Because delivery is automatic and typically instant, cancellation is generally not possible after payment is confirmed.
Exceptions: we will provide a replacement, re-delivery, or (at our discretion) a refund only if the file is corrupted, defective, or inaccessible and we cannot fix it within a reasonable time; you were charged but the product was never delivered; or you received a materially different product from the one described. Email support@bilibulu.vip within 7 days of purchase with your order number.
B. Physical Products — 14-Day Returns
Physical products are fulfilled and shipped directly by our supplier partners. Returns are accepted under the following conditions:
1. Return window: you may request a return within 14 days of delivery. Requests made after this window will not be accepted.
2. Return authorisation required: do not ship anything back without contacting us first. Email support@bilibulu.vip with your order number and reason for return. We will confirm the return with the fulfilling supplier and send you the return authorisation and correct return address (items are returned to the supplier's warehouse, not to us). Items sent back without authorisation cannot be refunded.
3. Item condition: items must be unused, in their original condition and packaging, with all tags and accessories. Items that are used, damaged by the customer, or missing parts may be rejected or only partially refunded.
4. Return shipping: you are responsible for return shipping costs and for using a trackable shipping method, unless the item arrived damaged, defective, or incorrect.
5. Refund processing: once the supplier receives and inspects the returned item, we will process your refund to the original payment method. Please allow up to 14 business days from the supplier's receipt of the item.
6. Damaged, defective or wrong items: report within 7 days of delivery with photos of the item and packaging. We will arrange a replacement or full refund at no cost to you.
7. Physical order cancellations: orders can be cancelled free of charge any time before the order is fulfilled/shipped. Once shipped, the order follows the return process above.
Non-returnable: items marked final sale, gift cards, and personal care or hygiene items that have been opened.
C. General
Duplicate purchases: if you are accidentally charged twice for the same order, contact us with both order numbers and we will refund the duplicate charge.
Chargebacks: please contact us before filing a dispute or chargeback with your bank or payment provider — most issues can be resolved quickly. Chargebacks filed on validly delivered products may result in suspension of access to purchases and refusal of future orders.
Your statutory rights: nothing in this policy excludes rights that cannot be waived under applicable law, including the Consumer Protection Act 1999 (Malaysia) where it applies to your purchase.
Contact: Bilibulu — support@bilibulu.vip