Refund policy

At Balach, we want you to love your purchase. If for any reason you’re not fully satisfied, most items can be returned within 30 days of delivery for a refund, provided they meet the requirements below.

Return & Refund Summary

  • 30-Day Returns: Most items may be returned within 30 days of receiving your item.
  • Exchanges Accepted: We gladly offer exchanges for items that are in new condition, unworn or unused, with tags, and in their original packaging.
  • 100% Free Returns: We cover the return shipping costs for all eligible returns, whether the item is defective or you simply changed your mind. We will provide a pre-paid return shipping label.
  • No Restocking Fees: We do not charge restocking fees on any returns or cancellations.
  • Refund Processing: Approved refunds are issued to your original payment method within 10 business days after the returned item is received and inspected.
  • Changed Your Mind?: Returns for non-defective products are accepted free of charge.
  • Damaged, Defective, or Incorrect Items: We will evaluate the issue and make it right, covering all applicable return costs.
  • Original Condition Required: Returned items must be in new condition, unworn or unused, with tags, and in their original packaging.

1. Eligibility for Returns & Exchanges To be eligible for a return or exchange:

  • The item must be in the same condition that you received it (new condition only).
  • The item must be unworn or unused, with tags, and in its original packaging.
  • A valid receipt or proof of purchase is required.
  • Returns must be initiated within 30 days of receiving your item.

Please Note: Items sent back to us without first requesting a return will not be accepted.

2. Non-Returnable Items The following items cannot be returned or refunded:

  • Custom-made, personalised, or made-to-order products.
  • Gift cards.
  • Items damaged or altered by the customer after delivery.

We accept returns and exchanges for items in new condition only.

3. How to Start a Return or Exchange To initiate a return, please email support@balach.co.uk with:

  • Your order number.
  • The reason for the return or your requested exchange item.
  • Photos or videos (if the item is defective, damaged, or incorrect).

Our customer service team will review your request. If your return is accepted, we’ll send you a free, pre-paid return shipping label, as well as instructions on how and where to send your package.

4. Return Method All returns are processed by mail. Once your return is authorised, we will provide you with a pre-paid, trackable shipping label to send the item back to us at no cost to you.

5. Return Shipping Costs & Fees

  • Zero Return Fees: We offer completely free returns for all eligible orders.
  • Our Fault (Defective/Damaged): If the item is defective, damaged, or if you receive the wrong item, we will make it right and cover the necessary return shipping costs by providing a pre-paid label.
  • Customer Choice (Non-Defective/Change of Mind): If the return is due to customer preference, return shipping is still completely free. We will provide a pre-paid label, and absolutely no restocking fees will be deducted from your final refund amount.

6. Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

  • If approved, you’ll be automatically refunded on your original payment method within 10 business days.
  • Please remember it can take some additional time for your bank or credit card company to process and post the refund.

7. 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.

8. Exchanges We happily accept exchanges for eligible items. If you would like a different product, variation, or size, please contact our support team. The original item must be returned unused, undamaged, and in its original packaging. Once we receive and inspect your original item, we will process and ship your new exchanged item.

9. Cancellations

  • Orders may be cancelled within 72 hours of purchase, and a full refund will be issued.
  • Once an order has been shipped, it cannot be cancelled.
  • If delivery fails due to an incorrect or incomplete address, or if the parcel is refused or unclaimed, the order will be refunded in full once returned to us, with no hidden fees applied.

10. Contact Information

Business Name: Balach

Email: support@balach.co.uk

Phone: +447882505175

Registered Address: 32 Nelson Street, Gloucester, United Kingdom, GL1 4QX

Customer Service Hours: Monday–Friday: 8:30 a.m. to 5:30 p.m. (GMT - London)

We aim to respond to all messages within 24 hours.