Refund policy

BALANCEWISE LTD – REFUND & RETURNS POLICY

Last Updated: 25 May 2025

Overview

At Balancewise®, your satisfaction matters. If you're not entirely happy with your purchase, we’re here to help. Our refund and returns policy is valid for 15 days from the date your order was delivered. After 15 days, we cannot offer a refund or exchange unless legally required under UK consumer protection laws.

Eligibility for Returns

To qualify for a return, your items must be:

  • Unworn, unwashed, and unused

  • In their original condition, complete with tags and packaging
    Proof of purchase (such as your receipt or order confirmation) is essential to process your return.

Non-Returnable Items

Due to hygiene and safety reasons, the following items cannot be returned unless they arrive damaged, defective, or incorrect:

  • Gift cards

  • Intimate clothing items (e.g., undergarments, swimwear)

  • Customised or personalised items

Refunds

Inspection
Once we receive your return, we’ll inspect the item and email you confirmation regarding the acceptance or rejection of your refund request.

Processing Times

  • Approved refunds will be processed promptly.

  • Refunds will be credited to your original payment method within 5–10 working days.

Late or Missing Refunds

If your refund hasn't appeared within 10 working days:

  • Check Your Account: Review recent transactions for pending credits.

  • Contact Card Issuer: Processing times can vary.

  • Check with Your Bank: Delays can sometimes occur internally.

If you've completed these steps without success, please email us at contact@shopbalancewise.com.

Exchanges

We only offer exchanges for items that arrive damaged, defective, or incorrect. To request an exchange for the same item, email us at contact@shopbalancewise.com. Exchanges are subject to stock availability. No restocking fee

Sale Items

Only full-priced items qualify for refunds. Sale or clearance items are non-refundable unless defective or incorrect upon arrival.

Gifts

  • Marked as a Gift: If the returned item was marked as a gift and sent directly to you, you'll receive a gift credit for its value. Upon receipt of your return, we'll email you a gift certificate.

  • Not Marked as a Gift: If the item wasn't marked as a gift or was sent to the original buyer, refunds will be issued to the original payment method.

Returning Items

  • Contact Us First: Please email contact@shopbalancewise.com before returning items.

  • Return Shipping Costs:
    You are responsible for return shipping costs unless the item is damaged, defective, or incorrect. Shipping charges are non-refundable, and the original shipping cost will be deducted from any refund issued.

  • Proof of Delivery: For high-value returns, use a trackable shipping service or purchase shipping insurance. We cannot guarantee receipt without proof of delivery.

Need Assistance?

If you have queries or need help regarding returns, refunds, or exchanges, reach out to us at:
contact@shopbalancewise.com

Our team will aim to respond within 1–2 working days.