Refund policy
We value our customers and strive to provide high-quality products that deliver results. To ensure transparency and protect both our customers and our business, we have established the following detailed policy:
Refund and Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must:
- Be in the same condition that you received it—unworn or unused, with tags, and in its original packaging.
- Be accompanied by a receipt or proof of purchase.
- Include physical evidence of the issue, such as photos or videos clearly showing the problem with the product.
Returns Process:
1. Contact our customer support team at support@balleva.co to initiate the return process.
2. Once approved, detailed instructions will be provided for returning the item.
3. Unauthorized returns or items sent back without approval will not be accepted.
Non-Refundable and Final Sale Items
To maintain the affordability and value of our offers, the following items and situations are non-refundable:
- Products purchased as part of a promotional offer (including discounts, sales, or bundles with free digital products).
- Free digital items (e.g., e-books, guides, or templates) that hold no monetary value.
- Dissatisfaction with appearance or packaging. While preferences may vary, we prioritize the proven performance and results of our products.
- Used or damaged products that do not meet the return eligibility criteria.
Incorrect Address
Customers are responsible for providing the correct shipping address at checkout. Orders shipped to an incorrect address provided by the customer are not eligible for a refund. If the package is returned to us due to an address error:
- Customers will be contacted to arrange reshipment.
- Additional shipping fees will apply for reshipment.
Restocking Fee and Return Shipping Costs
- A $9 restocking fee applies to all approved returns.
- Return shipping costs are the customer’s responsibility and are non-refundable.
- Refunds will only be issued for the cost of the returned items, excluding shipping and restocking fees.
Refunds (If Applicable)
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds:
- Will be processed within 7-10 business days.
- Will be credited to your original payment method, less any applicable fees (e.g., restocking, shipping).
If your refund is delayed, please:
1. Check your bank account.
2. Contact your credit card company, as processing times may vary.
3. Contact us at support@balleva.co for assistance if needed.
Shipping Responsibility Disclaimer
Once your package is handed over to the shipping carrier, we are no longer responsible for any delays, damages, or lost items during transit. All claims for such issues must be filed directly with the shipping carrier using the tracking information provided.
Product Results Guarantee
Our products are rigorously tested on various hair types and consistently deliver exceptional results when used as instructed.
Important: Dissatisfaction due to personal preferences, such as packaging, aesthetics, or initial impressions, is not grounds for a refund. For best results, follow the usage instructions provided. If you need assistance, our support team is here to guide you.
Chargebacks and Dispute Resolution
We encourage all customers to contact us directly at support@balleva.co before initiating a chargeback. Most issues can be resolved quickly and satisfactorily through open communication.
In the case of an unauthorized chargeback:
- We will provide evidence of compliance with this policy, including proof of delivery, agreement to terms, and communication records.
- Chargebacks initiated without valid grounds will be contested to the fullest extent allowed by payment processors.
Damages and Issues
If your order arrives damaged or incorrect, please:
- Notify us immediately at support@balleva.co.
- Provide clear photos or videos showing the issue.
Once validated, we will:
- Offer a replacement at no cost.
- Refunds are not offered for defective or incorrect items; replacements will be provided.
Important Holiday Notice
During high-order periods, such as holidays, processing times for shipping, returns, and refunds may be delayed. We appreciate your patience and understanding during these times. Please note that refunds will not be issued during the holiday season.
Terms of Agreement
By completing your purchase, you agree to the terms of this refund and protection policy. This policy is legally binding and complies with applicable consumer protection laws. Please review it carefully before completing your purchase.
Summary of Protection Measures
- Transparent Policies: Clear eligibility criteria and processes for returns and refunds.
- Proof Requirements: Physical evidence required to validate claims.
- Restocking Fee: Helps offset costs and discourages frivolous returns.
- Chargeback Protections: Prevents abuse by contesting unauthorized disputes.
- Dedicated Support: A responsive team ready to address concerns quickly and effectively.
For any questions or further assistance, please contact us at support@balleva.co. We are here to ensure you have a positive experience while protecting the integrity of our business.