Refund Policy

Unhappy with your purchase? Kindly inform our customer support team and we will do our best to resolve any issues you may have.

 

Order Modifications or Cancellation

You have a maximum of 15 minutes after placing your order to contact our customer support team and request order modifications or a change of address. We cannot grant cancellations as orders are typically put into production and can no longer be modified. Requests that have already been fulfilled and shipped cannot be denied.

 

Damaged/ Incorrect Order

We strive to ensure product quality and accuracy, but mistakes may occur, and we apologize in advance if this happens. If you encounter either of these rare occurrences, please take a clear photo or video of the item(s), email it to us along with your order number at info@thebalmero.com. Once we receive your email and verify the issue, we will send a replacement immediately.

A dispute must be raised within 24 hours before the warranty is void.

 

Order Not Received

If your item has not arrived within 7-15 business days after placing your order, please contact our support team, and we will take care of it promptly.

Please note that shipping times may differ for specific countries such as Canada, Australia, and the USA. We are working towards providing faster shipping times for all customers globally; however, there is no estimated time for when this will take effect.

IMPORTANT: We cannot be held responsible if a package is undeliverable due to missing/incomplete/incorrect destination information provided by the customer. We make an effort to avoid errors by verifying shipping information with each customer in the order confirmation sent immediately after ordering. The cost to reship the package will be invoiced to the customer.

We are also not liable for failed deliveries due to the addressee not being home during delivery time.

 

Refunds/Cancellations

Please note that there are no refunds or cancellations after processing your order.

If an order does not arrive at the correct shipping address provided by the customer, and payment is eligible, we will reimburse you fully for eligible purchases paid out including shipping costs or replace it for you without hesitation.

The time it takes for exchanged products to reach you varies depending on where you reside.

Orders on sale cannot be refunded as they make way for new stock. Please read through our terms and conditions which you must agree upon at checkout if you would like more information about this policy.

 

Returns Shipping

Shipping charges are non-refundable if returning/exchanging items for any other reason than incorrect/defective/damaged orders:

- For damaged on arrival (DOA) orders: decline delivery from courier service & notify them about damage in writing.
- Excepting incorrect/defective/damaged orders: A £6.99 or actual postage (whichever is higher)shipping charge along with return shipping charge (if applicable) will be deducted from total amount before refund.
- Once returns received successfully & verified incorrect/defective/damaged-free products restocking fee(if applicable)&shipping charges will then deduct from original payment method refund.The credit reflection timeframe varies from 3-10 working days.
- No compensation made on unclaimed/refused/disposed packages. Please confirm arrangements made properly before collecting parcel.
- We require up to eight weeks before listing orders as missing. Requests regarding refunds/resend processed post-eight weeks’ timeframe.
- Refund/redelivery policy does not apply during service interruptions/natural disasters/unions strike/events beyond control situations

Invalid Reasons:
-Wrong size ordered/item doesn’t fit
-Take too long delivery

 

Exchange:

For exchange inquiries kindly email us at info@thebalmero.com

Follow these instructions when returning:
-Send items back in perfect sellable condition
-In original packaging
-With original invoice & leaflets

 

Questions?

Customer satisfaction is our top priority; thus, we aim towards helping however possible. Contact us via email at info@thebalmero.com should any queries arise!