Refund policy

If you change your mind about a product, you must let us know no later than 14 days after the day we deliver it.

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase. You'll be responsible for paying for the cost of the return unless we agree otherwise on a case-by-case basis. For full details please refer to our Terms & Conditions.

To start a return, you must first contact us at customercare@balanceactiv.com. We’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at customercare@balanceactiv.com.

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

If your product has been opened or used by you, we will not accept a return, except in the case of faulty goods.

Refunds

We will notify you once we’ve received and inspected your return. You’ll be automatically refunded on your original payment method within 14 days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 21 business days have passed since we’ve approved your return, please contact us at customercare@balanceactiv.com.