Refund policy

Refund and cancellation overview

You have 14 days from the date you receive your order to request a refund.

Orders not yet dispatched: You may cancel for a full refund within 24 hours of purchase. After 24 hours, a 10% cancellation/restocking fee applies because preparation and fulfilment have already begun.

Orders already dispatched or delivered: A 30% restocking fee applies to returns requested within the 14-day window.

After 14 days: No refunds will be issued once 14 days have passed since delivery.

The restocking fee is waived only when an item arrives defective (see below). Returns for personal reasons — change of mind, no longer needed, ordered by mistake — are subject to the 30% restocking fee.

Customers are responsible for return shipping costs and for shipping the item back to the address we provide on request. We do not supply prepaid return labels. A refund is processed once the returned item is received and inspected.

Items defective on arrival

Every product is checked before it leaves our warehouse, but if an item arrives faulty, report it to support@balerro.com within 24 hours of delivery so we can arrange a resolution. We will offer a replacement or refund where:

The item is returned in its original condition — not modified, disassembled, or tampered with; and

Any transit damage is supported by reasonable evidence (e.g. photos of the packaging and item).

Where damage is caused in transit, we can send a free replacement on receipt of evidence. The customer covers return shipping of the damaged item, and the replacement is dispatched once the return is confirmed in transit.

Each case is reviewed individually and we'll always work toward a fair resolution.

Incorrect address or undelivered parcels

It is the customer's responsibility to provide a complete and accurate delivery address at checkout. If a parcel cannot be delivered because of an incorrect or incomplete address, a refused delivery, or a failure to collect, the carrier may return or dispose of the goods. In many cases the cost of recovering and re-shipping an undeliverable parcel exceeds its value, and the parcel is disposed of by the carrier. By placing an order you accept that we cannot be held liable for orders that are lost or disposed of for these reasons. If this happens, contact us and we'll do what we reasonably can to help.

Fraud and final decisions

We reserve the right to approve or decline any refund and to make the final decision under this policy, particularly where we reasonably suspect fraud or abuse of our returns process.

To start a return or refund, email support@balerro.com with your order number and a description of the issue.