Order terms and returns

When you place an order on titanlabbrunei.com, the items are set aside for you from the stock we keep for online orders, and the counter is told at once. You get a reference (TL-…) on screen and by email; quote it whenever you contact us about the order.

Prices are Titan Lab's own, in Brunei dollars. A product shown as Price on request cannot be ordered online yet; message us on WhatsApp and we will quote it.

If stock runs out between you loading the page and placing the order, the order is not placed and the cart is adjusted so you can look again. If the website cannot reach the counter, nothing is placed and you are told so; you can try again or send the order on WhatsApp.

If a price or a product description on the website is wrong through an obvious error, we contact you before the order goes further; you can go ahead at the correct price or cancel, and anything you paid is refunded in full.

Cancelling. You can cancel an order at any time before it is collected or goes out for delivery: message us on WhatsApp with the reference. Anything you paid is refunded in full, the same way you paid.

Three ways to pay. QR payments come later. Every amount is charged in Brunei dollars (BND).

• Card, Visa or Mastercard. You pay straight after placing the order, in the bank's secure card form; your card details never reach this website. Your bank may ask you to confirm the payment with a code (3-D Secure). Pay within 2 hours of ordering, or the order is cancelled and nothing is charged. A card payment confirms your order at once.
• Bank transfer. Transfer the amount to Titan Lab's account, quoting your order reference. The account details are on your order page and in your confirmation email. Then upload a screenshot of the transfer on your order page, and send us the order on WhatsApp from there. The counter checks the transfer and confirms your order. We hold the items for 3 days while we wait for the screenshot; after that they go back on the shelf and the order is cancelled. If you transferred but the screenshot never reached us, message us with the reference and we will find it.
• Cash at the counter, when you collect. We hold the items for 3 days; collect and pay within 3 days or they go back on the shelf and the order is cancelled. Nothing is charged for an order that is cancelled this way.

Once a card payment goes through or a transfer is confirmed, the items are yours: we hold them until you collect them or they are delivered.

Your order is held under your name at the counter. Bring your reference, or the confirmation email, and pay in cash if you have not transferred. We email you when it is ready to collect, and we send you where and when to come on WhatsApp.

A pay-at-counter order is held for 3 days from the moment you order. A day before the hold ends we email you a reminder; after it ends the order is cancelled and you are welcome to order again.

We deliver across Brunei-Muara, Tutong, Belait and Temburong. Delivery orders are paid by card or bank transfer before they go out.

• When. Within 5 working days (Monday to Saturday) of your payment being confirmed. We email you when the order goes out, and the rider calls the number you gave us when they are close.
• Fee. Free in Brunei-Muara on orders over BND 100 (the goods total, after any first-order discount). For other orders the fee depends on where you are; Titan Lab confirms it with you on WhatsApp before the order goes out, and it can be transferred together with the goods or after.
• Receiving it. Someone needs to be at the address to receive the order. If nobody is, we contact you to arrange another time.

Supplements are food, so what we can take back depends on whether the pack has been opened. In every case, keep the pack and quote your order reference or bring the receipt.

• Damaged, leaking or wrong item. Tell us within 48 hours of collecting or receiving it: message WhatsApp +673 829 4040 with your order reference and a photo of the pack. We replace it, or refund it if we cannot replace it. Where the fault is ours, we cover the cost of getting it back to us.
• Unopened products. A sealed, unused product in the condition it left us can be exchanged or refunded within 7 days of collection or delivery.
• Opened products. Once the seal is broken a product cannot be resold, so an opened product is not returnable, unless it is faulty: spoiled before its best-before date, or the contents not as labelled. Report a faulty product within 7 days, with photos, and keep the pack for us to look at.
• Taste and suitability. A flavour you do not like, or a product that did not suit you, is not a fault, and an opened pack cannot come back. Ask us before you buy; we are happy to advise, and to suggest a flavour if you are unsure.
• Best-before dates. Everything we sell is within date when it leaves us. Check the date on the pack when you receive it; a short-dated pack is a fault we will put right.
• Refunds. To the same card for card payments, by bank transfer to the account you paid from, or in cash at the counter for cash purchases, within 5 working days of the return being approved. Delivery fees are refunded only when the fault is ours.

To take an order we keep your name, mobile number and email, and a delivery address if you asked for delivery. They are used for the order and its updates, and to recognise you at the counter next time. We do not sell or share them, and the emails you get from us are about your orders, not marketing.

A transfer screenshot you upload is kept with the order and seen only by Titan Lab's staff, to confirm the payment. If you create an account, the counter knows you by your mobile number; there is no password. To have your details removed, message us and we will do it.

Card security. Card payments are taken in the secure card form of our bank's payment gateway, over an encrypted connection. Your card number, expiry date and security code go straight to the gateway; Titan Lab never sees or stores them. We keep only the result of the payment and its transaction reference.

Our products are food supplements, not medicines. They are not intended to diagnose, treat, cure or prevent any disease, and they are not a replacement for a varied diet. Follow the directions and the recommended amount on the label, and store them as the label says.

If you are pregnant or breastfeeding, under 18, taking medication or have a medical condition, ask your doctor before using any supplement. Check the ingredients for allergens before you buy; ask us if you cannot find them.

Product photos are for illustration; packaging can change between batches. The label on the pack you receive is the one that applies.

We are responsible for supplying what you ordered, as described and in good condition, and we put it right as set out under Returns and refunds. We are not responsible for loss caused by a product being used against its label, or for delays caused by events outside our control; if that happens we tell you and you can cancel for a full refund.

Nothing in these terms limits your rights under the law, or our responsibility where the law does not allow it to be limited.

We may update these terms from time to time; the date at the top shows when. The terms on this page when you place an order are the ones that apply to it.

These terms are governed by the laws of Negara Brunei Darussalam. If something goes wrong, message us first and we will do our best to put it right.

WhatsApp +673 829 4040 · Email [email protected] · Instagram @titanlab.bwn

Titan Lab is the official Brunei distributor for JNX Sports and YAVA Labs.