Refund and Cancellation Policy

Returns, Refunds & Customer Care Policy

1. Refund and Return Guidelines

At Balanlogy, every order is supported by clear service standards, practical return guidance, and a customer-focused support process. When an eligible purchase needs to be reviewed, our team handles refund and return requests according to the conditions listed below.

1.1 Return Eligibility

  • Returned items must remain unopened, unused, and suitable for resale with the original packaging included.
  • Return inquiries should be sent within 30 days after confirmed delivery.
  • Customers must provide a valid order confirmation, receipt, or other purchase verification.
  • Return shipments should include tracking information for proper review and delivery confirmation.

1.2 Items Not Eligible for Refund

  • Products opened, used, altered, damaged, or handled in a way that affects resale condition.
  • Downloadable items, digital goods, gift cards, store credits, and promotional balances.
  • Customized, personalized, specially prepared, or made-to-order merchandise.
  • Products marked as Final Sale or clearly listed as non-returnable.
  • Items affected by improper handling, storage issues, misuse, neglect, or accidental damage.

1.3 Refund Review and Timing

After a returned item is received, it will be inspected to confirm whether it meets the required conditions. Approved refunds are normally issued within 7–10 business days to the original payment method, although bank or payment provider timelines may differ.

1.4 Delivery Charges and Related Costs

  • Original delivery fees are usually excluded from refund amounts.
  • Customers are generally responsible for return shipping costs unless the issue was caused by our fulfillment process.
  • Any applicable handling, processing, or restocking charges will be communicated before the refund is completed.

2. Cancellation Policy

An order may be canceled only before fulfillment activity has started. Once an order moves into preparation, packing, or shipment, cancellation may not be possible and the standard return process may need to be followed after delivery.

2.1 When Cancellation May Be Available

  • Cancellation requests must reach our team before the order enters shipment preparation.
  • Personalized or custom items cannot be canceled after production or customization begins.
  • Orders already dispatched or in transit are not eligible for cancellation.

2.2 Sending a Cancellation Request

To ask about canceling an order, please visit our Contact Us page and provide your order number along with the email address used at checkout. Our support team will check the order status and confirm the available options.

2.3 Shipped Orders

  • Orders already moving through the carrier network must be handled through the return process after arrival.
  • Return delivery fees or additional shipping-related costs may apply.

3. Replacement Assistance

If a product arrives damaged, incorrect, or affected by a fulfillment issue, Balanlogy will review the case and may offer a suitable replacement when the request qualifies. Please contact us within 7 days of delivery and include your order details with clear photos of the issue.

3.1 Replacement Review Conditions

  • Items should remain unused when reasonably possible to support accurate review.
  • Replacement approval depends on available stock or a comparable product option.
  • Our team may provide return or verification instructions after reviewing the request.

4. Customer Support

For help with returns, refunds, order cancellations, exchanges, replacement requests, or policy questions, please reach our team through the Contact Us page. Sharing your order number and a short description helps us review your request more efficiently.