Refund and Return Policy
Last Updated: March 10, 2026
At Balenex, we want you to be satisfied with your purchase. If you are not completely satisfied with your order, you may be eligible for a return or refund under the terms outlined below.
1. 30-Day Returns
You may request a return within 30 days of receiving your order.
To be eligible for a return, the product must generally be:
- Unused and in its original condition
- In the original packaging, where applicable
- Free from damage caused by the customer
- Accompanied by your order number or proof of purchase
Please contact us before sending any product back. Do not send a return to the sender or any address provided on the original package without first contacting us.
Returns that do not meet our eligibility requirements may be refused.
2. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery.
To help us resolve the issue, please provide:
- Your order number
- Clear photos of the product
- Clear photos of the packaging
- A short video showing the issue, if necessary
After reviewing your request, we may offer a replacement, refund, or another appropriate resolution.
We may request additional information or evidence before approving a claim.
3. Missing Items
If an item is missing from your order, please contact us within 7 days of delivery.
Please provide your order number and, where possible, photos of the package and the items you received.
We will review the shipment and provide an appropriate resolution if the missing item is confirmed.
4. Change of Mind
If you simply change your mind about your purchase, you may request a return within 30 days of delivery, provided the product meets our return conditions.
Return shipping costs for change-of-mind returns may be the responsibility of the customer.
Certain products may be excluded from change-of-mind returns where applicable.
5. Products That Cannot Be Returned
For hygiene, safety, or other reasonable business considerations, certain products may not be eligible for return after being opened or used.
Any applicable product-specific return restrictions will be communicated on the relevant product page or before purchase.
6. Order Cancellation
If you want to cancel your order, please contact us as soon as possible after placing the order.
Because orders may be processed quickly, we cannot guarantee cancellation once an order has entered processing or has been shipped.
If we are able to cancel your order before processing or shipment, we will issue a refund to your original payment method.
Once an order has shipped, it generally cannot be cancelled. You may instead request a return after delivery, subject to this policy.
7. Incorrect Shipping Information
Customers are responsible for providing a complete and accurate shipping address during checkout.
If an order has already been shipped and the address provided was incorrect or incomplete, we may not be able to change the shipping address or issue a refund.
If the package is returned because of an incorrect, incomplete, or undeliverable address, please contact us. We will review the situation and determine whether a refund or reshipment is available.
8. Orders Marked as Delivered
If tracking information shows that your order was delivered to the shipping address provided at checkout but you cannot locate the package, please contact us as soon as possible.
We may ask you to check with household members, neighbors, the delivery location, or the relevant shipping carrier.
We will review the available tracking information and assist where possible. A refund or replacement is not guaranteed when the carrier confirms successful delivery.
9. Return Process
To request a return, please contact us before sending the product back.
Include:
Order Number:
Name:
Email Address:
Reason for Return:
Photos/Videos: If applicable
Once your request is reviewed and approved, we will provide the appropriate return instructions.
Please do not ship a product back without receiving return instructions from Balenex.
10. Return Shipping Costs
For a return due to a change of mind, incorrect selection, or other customer preference, the customer may be responsible for the return shipping costs.
If the product is confirmed to have arrived damaged, defective, or incorrect, Balenex will review the situation and may provide an appropriate return or replacement solution.
Return shipping arrangements may vary depending on the product and circumstances of the order.
11. Refunds
Once your return has been received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be issued to the original payment method used for the purchase.
Refund processing times may vary depending on your bank, credit card company, payment provider, or other financial institution.
Balenex does not control the processing time of your payment provider.
12. Partial Refunds
In certain circumstances, a partial refund may be offered instead of a full refund.
This may apply where a product has minor damage, missing accessories, or other issues that do not make the product completely unusable.
Any partial refund will be discussed with the customer before processing.
13. Exchanges and Replacements
Depending on product availability and the circumstances of your claim, Balenex may offer a replacement instead of a refund.
If a replacement is unavailable, we may provide a refund or another appropriate resolution.
14. Sale and Promotional Items
Unless otherwise stated, products purchased during promotional or sale periods are subject to the same return and refund conditions outlined in this policy.
15. Shipping Delays
Delivery times are estimates and may be affected by circumstances outside our control, including carrier delays, weather, customs processing, holidays, transportation disruptions, or other unforeseen events.
A shipping delay does not automatically qualify an order for a refund.
If your order appears to be lost or has exceeded a reasonable delivery period, please contact us so we can investigate.
16. Policy Abuse
Balenex reserves the right to refuse or limit refunds, returns, replacements, or other resolutions where we reasonably believe a request involves fraud, abuse, repeated misuse of the return policy, or other suspicious activity.
17. Contact Us
If you have questions about our Refund & Return Policy or would like to request a return or refund, please contact us:
Email: support@balenex.shop
Please include your order number in your email so that we can assist you as quickly as possible.
We aim to review customer requests and respond as promptly as possible.