BALANCEWISE

Refund and Returns Policy

 

 

BALANCEWISE LTD – REFUND & RETURNS POLICY

Last Updated: 19 January 2025

Overview

We want you to be completely satisfied with your BalanceWise purchase. If you are not happy with your item, we’re here to help. Our refund and returns policy lasts 15 days from the date you receive your order. After 15 days, we cannot offer a refund or exchange unless required by law (e.g., your statutory rights under UK consumer protection laws).

To be eligible for a return, items must be unused, unwashed, and in their original condition, including all tags and packaging. Proof of purchase (e.g., receipt or order confirmation) is required to process your return.

Non-Returnable Items

For hygiene and safety reasons, the following items are non-returnable unless they arrive defective or incorrect:

  • Gift cards
  • Intimate apparel (e.g., undergarments, swimwear)
  • Customised or personalised clothing

Refunds

  1. Inspection
    Once your return is received and inspected, we will notify you via email regarding approval or rejection of your refund request.

  2. Processing Time

    • Approved refunds will be processed promptly.
    • A credit will be issued to your original payment method within 5–10 business days.

Late or Missing Refunds

If you have not received your refund after 10 business days:

  1. Check Your Account: Look for any recent transactions or pending credits.
  2. Credit Card Provider: Contact your card issuer, as processing times can vary.
  3. Bank Enquiry: Your bank may experience internal delays.

If you have completed these steps and still have not received your refund, please contact us at contact@shopbalancewise.com.

Exchanges

We replace items only if they are defective, damaged, or incorrect. If you need an exchange for the same item, contact us at contact@shopbalancewise.com with details of your request. Exchanges are subject to stock availability.

Sale Items

Only full-priced items are eligible for refunds. Sale or clearance items are non-refundable unless they arrive defective or incorrect.

Gifts

  • Marked as a Gift: If the item was marked as a gift and shipped directly to you, you will receive a gift credit for the value of the return. Once your returned item is received, a gift certificate will be emailed to you.
  • Not Marked as a Gift: If the item was not marked as a gift or was shipped to the gift giver, we will issue the refund to the original purchaser.

Shipping Returns

  1. Contact Us First: Please email contact@shopbalancewise.com before returning any items.
  2. Return Shipping Costs:
    • You are responsible for return shipping costs unless the item is defective or incorrect.
    • Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your total.
  3. Proof of Delivery: For high-value returns, we strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of returned items without proof of delivery.

Need Help?

If you have any questions or need assistance regarding returns, exchanges, or refunds, please contact us at:
Email: contact@shopbalancewise.com

Our team is here to support you and will aim to respond within 1–2 working days.