Refund policy

Returns, Cancellations & Refund Policy

We want you to feel confident when shopping with BALIENNE. Please read our Returns, Cancellations & Refund Policy carefully before placing your order.

This policy does not affect your statutory rights.

Order Processing & Cancellations

Orders are processed within 1–3 business days. Weekends and public holidays are not counted as business days.

If you wish to cancel your order, please contact us as soon as possible at:

info.balienne@yahoo.com

We will always do our best to cancel an order before it enters the fulfilment process.

However, once an order has been processed, prepared, packed, assigned a tracking number, booked with the courier, or handed over to our shipping partner, we may no longer be able to cancel it before dispatch.

Once an order has entered the dispatch process, the shipping service may already have been booked and paid for. In this case, the order will continue to be delivered, and you may request a return after receiving the item, in line with this policy.

Please note that a refund cannot be issued simply because a parcel is already in transit. Refunds for eligible returns are processed only after the item has been received back and inspected by our team.

60-Day Return Policy

We offer an extended 60-day return policy, which means you have 60 days after receiving your item to request a return.

To be eligible under our extended 60-day return policy, the item must be unused, complete, in its original packaging, and returned in the same condition as received.

The item must be returned in fully resellable condition, including all original packaging, protective materials, plastic covers, inserts, manuals, cables, accessories, and any free gifts included with the order.

Customers may carefully open the packaging to inspect the item. However, the product box, packaging, protective materials, and all included contents must be kept in excellent condition.

The original BALIENNE product box and packaging must not be torn, ripped, crushed, heavily damaged, written on, taped directly, labelled directly, missing, or opened in a way that damages the box or prevents the item from being resold as new.

The product must not be used, damaged, marked, scratched, altered, modified, or returned incomplete.

If the returned item is used, damaged, incomplete, missing parts, missing accessories, missing packaging, missing protective materials, missing plastic covers, returned with damaged product packaging, or returned in a condition that prevents resale, we reserve the right to refuse the return or apply a deduction from the refund amount where permitted by law.

This extended 60-day return policy does not affect your statutory rights.

Faulty Items vs Change-of-Mind Returns

If your item arrives damaged, faulty, incorrect, not working as intended, or not as described, please contact us as soon as possible so we can review the issue and provide the appropriate solution in line with your statutory rights.

This may include a replacement, repair, return, or refund depending on the case.

If the item is being returned because you changed your mind, ordered by mistake, no longer want it, found another product, or simply do not wish to keep it, and the item is not faulty, damaged, incorrect, or not as described, this will be treated as a change-of-mind return.

For change-of-mind returns where the product is in perfect working condition, the customer is responsible for arranging and paying for the return shipping cost.

A full refund may be available where the item arrives damaged, faulty, incorrect, not working as intended, or not as described, subject to inspection, review, and in line with your statutory rights.

Change-of-Mind Returns

If you have changed your mind after receiving your order, you may request a return within the applicable return period.

For change-of-mind returns, the customer is responsible for arranging and paying for the return shipping cost unless otherwise agreed by us in writing.

This includes cases where:

You no longer want the item

You ordered by mistake

You changed your mind

You no longer need the item

You found another product

You simply do not wish to keep the item

The product is returned in perfect working condition

Refunds for change-of-mind returns are only processed once the returned item has been received and inspected.

For a change-of-mind return to be accepted under our extended 60-day return policy, the item must be unused, complete, in its original packaging, and in fully resellable condition.

All original packaging, protective materials, plastic covers, inserts, manuals, cables, accessories, and any free gifts included with the order must be returned.

The product box and packaging must not be torn, ripped, crushed, heavily damaged, written on, taped directly, labelled directly, missing, or opened in a way that damages the box or prevents the item from being resold as new.

If the returned item is used, damaged, incomplete, missing packaging, missing accessories, missing protective materials, missing plastic covers, or not returned in the same condition as received, we reserve the right to refuse the refund or apply a deduction from the refund amount where permitted by law.

This does not affect your statutory rights.

Return Shipping Costs

For change-of-mind returns, the customer is responsible for the cost of returning the item to us.

Customers must arrange and pay for their own tracked return shipping unless otherwise agreed by us in writing.

We strongly recommend using a tracked shipping service. We are not responsible for returned items that are lost, delayed, damaged, or not delivered back to us.

If the item is faulty, damaged, incorrect, not working as intended, or not as described, please contact us first before returning the item so we can review the issue and provide the appropriate solution in line with your statutory rights.

Packaging Condition for Returns

For change-of-mind returns, the customer is responsible for ensuring the item is returned safely, complete, and in resellable condition.

Please do not apply tape, shipping labels, stickers, or writing directly to the original BALIENNE product box.

The item must be returned inside suitable outer packaging to protect the original product box during transit.

The original BALIENNE product box must be returned clean, undamaged, complete, and suitable for resale.

If the original product box is returned torn, ripped, crushed, heavily damaged, written on, taped directly, labelled directly, missing, or no longer suitable for resale, we may refuse the return or apply a deduction from the refund amount where permitted by law.

Return Inspection

All returned items are inspected upon arrival before any refund is approved.

We may record or photograph the condition of the returned parcel, product box, packaging, accessories, and product during inspection.

If the returned item arrives used, damaged, incomplete, missing packaging, missing accessories, missing protective materials, missing plastic covers, or with damaged product packaging, we may refuse the return or apply a deduction from the refund amount where permitted by law.

If the returned item or its packaging is damaged to the point where the product cannot be resold, we may refuse the refund or apply a deduction up to the full value of the item where permitted by law.

Original Shipping & Delivery Costs

Standard outbound shipping costs £10.

Where required by law, if a customer exercises their legal right to cancel within the applicable cooling-off period, we will refund the standard outbound delivery cost paid at checkout.

Any upgraded, express, priority, premium, or special delivery costs are not refundable beyond the standard delivery amount.

For change-of-mind returns, the customer remains responsible for arranging and paying for the return shipping cost unless otherwise agreed by us in writing.

This means that if the product is returned because the customer changed their mind, ordered by mistake, no longer wants the item, found another product, or simply does not wish to keep it, the customer is responsible for the cost of sending the item back to us.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as it arrives.

If your item is defective, damaged, not working correctly, or you received the wrong item, please contact us immediately at:

info.balienne@yahoo.com

Please include:

Your order number

A description of the issue

Clear photos or videos showing the problem

Photos of the packaging if the item arrived damaged

We will review the issue and, where appropriate, offer a replacement, repair, return, or refund in line with your legal rights.

If the product needs to be returned for inspection, the item must be sent back to us before a refund is approved, unless otherwise required by law.

If the item is confirmed to be faulty, damaged, incorrect, not working as intended, or not as described, we will provide the appropriate solution in line with your statutory rights. This may include a replacement, repair, return, or refund depending on the case.

Items must not be used further once a fault or damage has been noticed, as continued use may affect your eligibility for a refund, replacement, or repair.

Non-Returnable Items

We cannot accept returns under our extended 60-day return policy for:

Items that have been used

Items returned without original packaging

Items returned with torn, ripped, crushed, heavily damaged, labelled directly, written on, taped directly, or missing product packaging

Items missing accessories, parts, inserts, cables, manuals, protective materials, plastic covers, or free gifts

Items damaged by misuse, accidental damage, incorrect handling, improper storage, or poor return packaging

Items sent back without first requesting a return

Gift cards

Any item that is not in a resellable condition, unless the item is faulty

This does not affect your statutory rights.

How to Start a Return

To start a return, please contact us at:

info.balienne@yahoo.com

Please include your order number and the reason for your return request.

If your return is accepted, we will provide return instructions, including how and where to send your package.

For change-of-mind returns, the customer is responsible for arranging and paying for tracked return shipping.

Items sent back to us without first requesting a return will not be accepted.

Returns must be sent to the address provided by our support team after your return request has been approved.

European Union & UK Cooling-Off Rights

If your order is shipped to the United Kingdom or the European Union, you may have the legal right to cancel your order within 14 days after receiving your item, without giving a reason.

To exercise this right, you must contact us within the applicable cancellation period.

If your order has already been dispatched or is already in transit, you may need to receive the item first and return it to us before a refund can be processed.

The item must be returned unused, complete, and in the same condition as received.

Customers may carefully open the packaging to inspect the item. However, if the item is used, damaged, incomplete, missing accessories, missing packaging, or returned in a condition that reduces its value, we may apply a deduction from the refund amount where permitted by law.

Unless the item is faulty, damaged, incorrect, not working as intended, or not as described, the customer is responsible for the return shipping cost.

Refunds

Once we have received and inspected your return, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method.

Refunds are normally processed within 10 business days after approval. Please note that your bank or payment provider may take additional time to process and post the refund.

For faulty, damaged, incorrect, not-working, or not-as-described items, we will review the case and provide the appropriate solution in line with your statutory rights.

For change-of-mind returns where the product is received back unused, complete, in its original packaging, with all protective materials, plastic covers, manuals, cables, accessories, and free gifts, and in fully resellable condition, the refund will cover the eligible product amount and the standard £10 outbound delivery cost where required by law.

The customer remains responsible for the return shipping cost unless otherwise agreed by us in writing.

We reserve the right to refuse a refund or apply a deduction if the returned item is used, damaged, incomplete, missing packaging, missing accessories, missing protective materials, missing plastic covers, or not returned in the same condition as received, where permitted by law.

If the returned item or its packaging is damaged to the point where the product cannot be resold, we may refuse the refund or apply a deduction up to the full value of the item where permitted by law.

Store Credit, Exchanges & Vouchers

In some cases, we may offer store credit, an exchange, or a discount voucher as an alternative solution.

This may be offered where a customer no longer wants the item but prefers to keep value for a future purchase.

Any store credit, exchange, or voucher offered is optional and does not affect your statutory rights.

Exchanges

The fastest way to receive a different item is to return the item you have, and once the return is accepted, place a new order separately.

If your item is faulty, damaged, incorrect, or not working as intended, please contact us first so we can review the issue and provide the correct solution.

Contact

For any return, cancellation or refund questions, please contact us at:

info.balienne@yahoo.com