REFUNDS AND RETURNS
For Balense products purchased online:
We stand behind every product we sell. If you are not satisfied with your purchase, we will happily provide a full refund or credit* (including tax where applicable) for products returned within 60 days of your purchase date, issued in the original form of payment.
A return form will be included with your order. For further enquiries or questions, please email firstname.lastname@example.org
Please note: To be issued a refund or exchange, the item/s must be returned
In the event that you believe that you are entitled to a refund or exchange, you must provide us with:
You will not be entitled to a refund or exchange if you have simply changed your mind.
RETURNING PRODUCTS TO US
Once your request to return a product has been processed and accepted, you will be provided with email confirmation authorising the return.
RETURNING PRODUCTS TO A STOCKIST
For products purchased from a stockist (any clinic or salon), please contact the stockist directly and consult their store policies. All refunds and returns are required to be processed by directly via the place of purchase.
RETURN DELIVERY CHARGES
We will not be responsible for lost, stolen or damaged return deliveries. We recommend that you return the product to us via Registered Post so that the delivery can be tracked, and that you take out shipment insurance.
You may be entitled to a refund equal to the cost of the product only. We will take responsibility for shipping costs to return products to you. However, we reserve the right to charge you for any postage costs incurred for returns, should a refund or exchange be declined or if you’ve changed your mind.
Shipping & Handling Charges are as follows:
$10 flat fee for domestic, all states within the Australia (free shipping over $75)
$35 flat fee for all international countries we ship to worldwide
The processing time for orders is 1-5 business days. Please keep in mind that during holidays or limited edition launches, this time may vary. Thank you for your patience.
Upon placement of your order, we will send an order confirmation. This also confirms that we have received your order. If you have not received an order confirmation, please verify that you have completed the payment process.
Domestic (Australian) orders are fulfilled through Australia post and TNT with an estimated shipment time of 2-5 business days.
International orders are fulfilled through Australia Post International, TNT, DHL eCommerce and Startrack with an estimated shipment time of 1-2 weeks.
Please note that shipment time is not guaranteed by Balense or Australia Post/TNT/DHL/Startrack. We are not responsible for any delays that do not result from our error. Balense is not responsible for an order once Australia Post/TNT/DHL/Startrack has marked it as “Delivered”.
All shipments may encounter delays due to high volume or bad weather that extends beyond the expected delivery time frame provided by the carrier. International shipments are subject to customs procedures leaving Australia and arriving in the destination country which may cause further delays. While these delays are uncommon, they are a reality of shipping logistics especially with international shipping. Please be advised that tracking scans may no longer update once a shipment has left Australia.
Shipping charges are based upon the value of your order, the weight of your order and the destination of your order. Once you have your order completed in your shopping cart you can select your destination country to see the shipping options available to you and how much they cost. Orders that are designated for international shipping outside of Australia may be subjected to taxes, customs duties and other fees by the destination country. The recipient is responsible for these fees.
If the purchaser refuses a shipment, they are responsible for any import fees incurred, cost of returning the shipment and the original shipping charges. This amount will be deducted from the merchandise refund plus a 5% restocking fee.
Balense is not responsible for return of shipments or reimbursement of lost packages or damaged products.
You may email email@example.com within 5 hours of placing your order during business hours to request a cancellation. Once we have begun to prepare an order, it is not possible to cancel. Refunds for cancellations may be applied once we provide confirmation.
Exchanges cannot be made for products that have been opened or used. If you are exchanging a product due to our error such as an incorrect product we will cover the return shipping cost. To arrange this, please email firstname.lastname@example.org with your date of product delivery, order number, and product.
If you would like to exchange an unused product for a different item, please contact our customer service for authorisation and return the original product for a full refund minus shipping cost once approval is granted.
We do not cover shipping costs for voluntary exchanges. You do not need to wait for approval before placing any new orders.
Please note returns and exchanges may require up to 10 working days to process.
While we enjoy customer participation, we can only accept one promotion code per order. Promotions are conditional upon quantity and specified time range.