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We offer free returns within 30 days of delivery. This means you have 30 days after receiving your order to request a return.
To be eligible for a return under our 30-day return policy, your item must be in the same condition in which you received it, unused, with all original accessories and, where reasonably possible, in its original packaging. You will also need your receipt or proof of purchase.
To request a return, please contact us at contact@balibou.com.
If your return is accepted, we will provide you with a prepaid return shipping label, together with instructions on how and where to send your parcel.
Please do not send items back to us without first requesting a return, as unauthorised returns may not be accepted.
For any questions regarding a return, please contact us at contact@balibou.com.
Please inspect your order when it arrives.
If your item is defective, damaged, not as described, or if you receive the wrong item, please contact us as soon as possible at contact@balibou.com.
We will assess the issue and provide an appropriate solution, which may include a replacement, return or refund depending on the circumstances.
Nothing in this policy affects your statutory rights under UK consumer law.
If you are a UK consumer purchasing online, you generally have the legal right to cancel your order without giving a reason.
You must inform us that you wish to cancel your order within 14 days of receiving it.
Once you have notified us of your cancellation, you then have a further 14 days to return the goods.
To exercise your right to cancel, please contact us at contact@balibou.com with your order details and a clear statement that you wish to cancel your order.
For eligible UK returns, Balibou™ will cover the cost of return shipping by providing a prepaid return label.
Where required by law, we will also refund the standard delivery charge originally paid for your order. If you selected a more expensive delivery option, any additional amount above the cost of our standard delivery option may not be refundable.
Your statutory cancellation rights are separate from, and are not reduced by, our voluntary 30-day free return policy.
Certain products may be excluded from change-of-mind returns where permitted by law. These may include:
personalised or made-to-order products;
goods that deteriorate or expire rapidly;
sealed goods that cannot be returned for health or hygiene reasons once opened;
other products that are legally exempt from cancellation rights.
These exceptions do not affect your statutory rights if an item is faulty, damaged, not as described or otherwise does not comply with applicable UK consumer law.
If you are unsure whether your item is eligible for a return, please contact us at contact@balibou.com.
Items purchased during a sale or promotional offer remain covered by your applicable consumer rights.
A reduced or promotional price does not affect your rights if an item is faulty, damaged, not as described, or if you are otherwise entitled to cancel or return your online order under applicable law.
The quickest way to receive a different item is normally to return the item you already have and, once your return has been accepted, place a separate order for the replacement item.
If you received an incorrect, damaged or faulty item, please contact us before placing another order so that we can assist you.
Once we receive and inspect your return, we will let you know whether your refund has been approved.
For returns made under your statutory UK right to cancel, eligible refunds will be processed within the timeframe required by applicable law and, where applicable, no later than 14 days after we receive the returned goods or acceptable evidence that they have been sent back.
For returns made under our voluntary 30-day return policy, approved refunds will be issued as promptly as possible after the returned item has been received and inspected.
Approved refunds will be sent automatically to your original payment method.
Please note that your bank, card provider or payment service may require additional processing time before the refund appears in your account.
If you believe an approved refund has not been received, please contact us at contact@balibou.com.
For eligible returns under our 30-day return policy, Balibou™ covers the cost of return shipping.
Once your return request has been approved, we will provide you with a prepaid return shipping label.
Please use the return method and instructions provided by our customer service team to ensure your parcel can be tracked and processed correctly.
For any questions regarding returns, exchanges or refunds, please contact us:
Email: contact@balibou.com
