STEP-BY-STEP GUIDE TO RETURNS
REFUNDS & RETURNS
How long does it take to get a refund?
We aim to refund all returns 14 working days after the claim has been made.
What should I do if I receive an incorrect item?
We have high standards when it comes to packaging your order however mistakes do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience. If you are required to return an incorrect product to us, we will provide you with a prepaid label to do so.
Why can’t I speak to the same agent?
To help minimize customer waiting times, our system allocates the first available agent to a call and cannot guarantee that you will speak to the same agent every time. Rest assured we have a comprehensive notes system for every customer.
What should I do if I have had an allergic reaction to a product?
Please seek immediate medical advice if you are concerned about an allergic reaction and contact us via LiveChat or by messaging from your account if you would like advice from the Balmonds team. For terms and conditions about refunds please see our Returns & Refunds page.
Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 05/11/2020.
Money Back Guarantee
We understand how frustrating it can be to buy new products for sensitive skin and experience disappointing results. So we would like to help with that.
If you have purchased a Balmonds product for the first time from our website and you are not happy with the results or the product has not suited your skin, we’re offering customers a 60 day money back guarantee. That means you get a chance to try them out over a decent period of time and can get your money back if you’re disappointed with the results.
If you would like to take advantage of this, please get in touch through LiveChat or by messaging us from your account. You will need your order number to hand and to provide a brief explanation of why the product has not worked out for you.
Please note we will refund the amount you paid for the product, and refunds can only be issued for products purchased on the Balmonds website. Customers who have purchased from other websites or retailers, will need to return goods to the place they bought them if dissatisfied, subject to retailer’s own returns policy.
The money back guarantee applies to the first time you order a particular product only and for one item; we are unable to refund multiple items of the same product or repeat purchases. If you have ordered an item as a part of a bundle, your refund will be issued at the individual price of the product within the bundle.
Money back guarantee claims must be made within 60 days of the purchase date. Only first time purchases of single items will be refunded,
Refunds will be issued via the same payment method used for purchase.
Please do not return goods to us when claiming a money back guarantee.
Damaged or Faulty Goods
We will always refund or replace any damaged or faulty item free of charge.
Should your items arrive broken or damaged, we ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.
You may be requested to provide a photo of the damaged items. A replacement product will be sent to you or you can request a refund if you would prefer.
If you suspect an item to be faulty please contact us using LiveChat or by messaging us from your account and a prepaid label will be sent to you to return the goods to us. Faulty goods should be returned within 14 days of receipt of purchase and we will issue you with a replacement or full refund. You will need to return the item to us so we are able to access the fault to ensure it is rectified and does not happen again. Please note refunds will be issued according to price paid and payment method at the time of purchase.
Cancelling Your Order
You have the right to cancel your order within 14 days of the date of purchase without giving reason.
To do so, please log-in to your account, select the relevant order and cancel individual items or the whole order.
Effects of Cancellation
If you cancel this contract, we will reimburse to you all payments received from you, including the cost of delivery (except for supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay and not later than:
(a)14 days after the day we receive back from you any goods supplied; or
(b)(if earlier) 14 days after the day you provide evidence that you have returned the goods; or
(c)if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel the contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction. In any event, you will not incur any fees as a result of the reimbursement. You will have to bear the direct cost of returning the goods.
Please ensure that the items you are returning are unopened and in any original packaging. Unwanted goods need to be in pristine condition with any retail seals unbroken.
If you need help cancelling an order please contact us via LiveChat or by messaging us through your account.
Received an incorrect item?
We have high standards when it comes to packaging your order however mistakes, do occur from time to time. Please accept our apologies if you have received an incorrect item and contact us to let us know. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.
We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.
If you are required to return an incorrect product to us, we will provide you with a prepaid label to do so.
If you are not satisfied with the way in which we have handled the return or replacement of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact our customer service representatives via your account or by LiveChat