Refund and Cancellation Policy

Returns, Refunds & Order Support Policy

1. Refund Guidelines

At Balancevie, we are committed to providing a transparent and customer-focused shopping experience. If you are not fully satisfied with your purchase, you may request a refund according to the terms outlined below. Our goal is to keep the process straightforward, fair, and easy to follow.

1.1 Eligible Returns

• Products must remain unused, unopened, and in resalable condition with original packaging and included components.
• Refund requests should be submitted within 30 days of the recorded delivery date.
• Proof of purchase or a valid order confirmation is required for review.
• Returns should include tracking information to assist with delivery verification.

1.2 Items Excluded From Refunds

• Products that have been opened, altered, used, or damaged after delivery.
• Downloadable products, digital content, gift cards, and promotional credits.
• Custom-made, personalized, or specially prepared items.
• Products marked as Non-Returnable or Final Sale.
• Items affected by improper handling, misuse, accidental damage, or neglect.

1.3 Refund Approval and Timing

Returned products are reviewed upon arrival to verify eligibility. Once approved, refunds are typically issued within 7 to 10 business days using the original payment method. Processing times may vary depending on your bank, card provider, or payment platform.

1.4 Shipping and Handling Charges

• Shipping fees are generally non-refundable unless the issue resulted from our error.
• Customers are responsible for return shipping costs unless an incorrect or defective item was received.
• Any applicable restocking charge will be communicated before a refund is finalized.

2. Order Cancellation Policy

Orders may be canceled before fulfillment, packaging, or shipment begins. Once an order enters the shipping process, cancellation may no longer be available. In such cases, the standard return procedure can be used after delivery.

2.1 Cancellation Requirements

• Requests must be received before shipment preparation begins.
• Personalized and custom products cannot be canceled once production has started.
• Orders already dispatched are not eligible for cancellation.

2.2 Requesting a Cancellation

To request an order cancellation, please visit our Contact Us page and provide your order number along with the email address used during checkout. Our team will review your request and provide available options.

2.3 Additional Return Costs

• Shipped orders will be handled according to the return policy outlined above.
• Return postage costs may apply for items already delivered or in transit.

3. Product Replacements

If you receive a damaged, defective, or incorrect item, Balancevie will work to resolve the issue promptly. Eligible cases may qualify for a replacement product at no additional product cost. Please contact us within 7 days of delivery and include clear photographs and your order details.

3.1 Replacement Eligibility

• Items should remain unused whenever possible and retained in original packaging.
• Replacement approval depends on inventory availability or a comparable substitute.
• Return instructions or prepaid labels may be provided after verification.

4. Contact and Assistance

For help regarding returns, refunds, exchanges, cancellations, or replacement requests, please contact our support team through our Contact Us page. Including your order number and a brief explanation will help us process your request more efficiently.