Shipping and Return Policy

1. Introduction

1.1 This Shipping and Return Policy (“Policy”) is applicable to Users who have purchased Products through the Website located at https://birdnestsoup.com/

1.2 This Policy provides Users with options to return or exchange Products purchased through the Website.

1.3 All defined terms not otherwise defined in this Policy shall have the same meaning as those ascribed to the Terms & Conditions for Users.

1.4 If you have any further queries, kindly contact us at ace@birdnestsoup.com, through our contact page, or by calling +656 1002 222.

2. Shipping Information

2.1 We offer delivery to addresses within Singapore. Delivery times may vary based on the availability of the Products and your location.

2.2 Standard delivery is within 3-5 business days. Expedited delivery options may be available at an additional cost.

2.3 Shipping costs are calculated at checkout based on the delivery option you choose.

3. Return Conditions and Process

3.1 You may request to return any Products you have purchased within 7 business days of receiving the Product at your delivery address for any of the following reasons: (a) The Product delivered is not what you ordered or does not correspond with its description on the Website on the date of purchase; or (b) The Product delivered is expired or damaged.

3.2 You may only return Products that are: (a) Unconsumed, unused, unworn, undamaged, and unwashed; (b) In their original packaging; (c) Unopened and unmarked; and (d) Returned as a whole and not broken into parts.

For health & hygiene reasons, some Products are non-refundable and non-exchangeable. Kindly contact our team to check if a specific item can be returned.

3.3 To proceed with your return request, you must notify Bird Nest Soup by email at ace@birdnestsoup.com within seven (7) business days of receiving the Product at your delivery address. Upon receipt of your return request, Bird Nest Soup will review your return request and at Bird Nest Soup’ sole discretion, decide to:
(a) Replace the Product with a new item;
(b) Give you a full refund for the Product;
(c) Credit your account with the value of the Product; or
(d) Inform you that your Product is not eligible for return.

3.4 Bird Nest Soup will confirm your request for a return through email and upon receiving such confirmation, you may return the Product by dropping it off at:

Bird Nest Soup eStore
118 Aljunied Ave 2, Singapore 380118

3.5 You agree to arrange for and pay the costs of returning any Products to Bird Nest Soup, be it by post or otherwise. Bird Nest Soup reserves the right to deduct the cost of providing any collection service from the refund amount.

3.6 Bird Nest Soup must receive and approve your return request before your return can be processed.

4. Exchange Conditions and Process

4.1 Bird Nest Soup may allow for an exchange of products on a case-by-case basis. Kindly contact our eStore Assistant at ace@birdnestsoup.com who will guide you on how to proceed with making the exchange.

4.2 Please note that you will be responsible for the costs of any delivery and/or collection services that may be incurred in the process of completing the exchange.

5. No Obligation to Refund or Exchange

5.1 Bird Nest Soup reserves the right not to accept any requests for a return or exchange and retains the discretion not to provide a reason for Bird Nest Soup’ decision.

5.2 Without prejudice to the foregoing, Bird Nest Soup reserves the right to decline the return request for any of the following reasons:
(a) The Product(s) is not returned in satisfactory condition in its original packaging; or
(b) The Product(s) has been opened, used, or otherwise tampered with to the extent that it is no longer in a saleable condition.

For the avoidance of doubt, Products marked or otherwise indicated as “Final Sale” or other similar expressions are not eligible for return or exchange.

Returns & Refunds FAQs

1. Can I cancel/refund my order?

Kindly contact us at ace@birdnestsoup.com and we will review your case. Do include the Order Confirmation email. Refunds would take up to 30 working days to be processed, subject to your credit card’s billing cycle.

2. Can I exchange/refund my order if the product(s) I received is expiring soon?

Products that have an expiry of 9 months and below will be indicated on the product page itself. Product listed without expiry dates will have a shelf life of 10 months or more. In the event where a short expiry item is purchased or given as a Gift with Purchase, it is considered as final sale. No refunds, returns, or exchanges will be accepted.

3. Can I exchange/refund my order if the product(s) I received has a defect?

Kindly contact us at ace@birdnestsoup.com and we will review your case. Do include the Order Confirmation email and proof of the defects.