Cancellation, Exchange, and Refund Policy

On our website (the “Site”) we do not permit refunds, exchange, and returns as an option due to changing your mind about the product purchased on the Site. Refunds, exchange, and returns will only be issued subject to approval for the valid reasons mentioned below:

-    defects in design, materials, and workmanship

-    unsatisfactory quality or fit for the purposes for which they are intended

-    the products being past their expiry dates at the time of delivery.

-    Incorrect products delivered compared to ordered products

-        Refunds will be done only through the original Mode of Payment.

 

Refunds, exchange or replacement will only be offered to the same person who originally purchased the products on the Site and the Site may ask for further identification.

We only offer replacement of faulty, damaged, unsatisfactory quality, expired or incorrect products within 7 days from the date of the receipt of your written replacement request, which shall be submitted by you on the same day you received your order and discovered the faulty/incorrect product. In this case, we will replace it for you free of charge. You shall provide pictures of damaged/faulty, unsatisfactory quality, expired or incorrect products with your written replacement/return request delivery.

 

Outlined Conditions Relating to Refunds:

  1. In any case where the Site has approved a refund on the product purchased on the Site, valid matching photographic I.D of the person who purchased the product will be required. The person who purchased the product and the person asking for the refund have to be the same person.
  1.  The Site will not issue a refund based on the customer providing wrong registration information during the register process, which does not match their photographic I.D. when asking for a refund.
  1.  In any case, where the Site has approved a refund, we will only refund in the same form of currency and method of purchase (cash or card) used for the purchase. For example, if the item was purchased with a credit card, credit will be issued to that same card. We offer a refund, within ten (10) days for credit card purchase and fourteen (14) days for cash from the date of the receipt of your written refund/return request, provided that goods are in their original, unopened and unused condition as per below mentioned, standards:

- in their original box, include all packing material, blank warranty cards, manuals, and all accessories.

-  Are complete, unused, and in “as new” condition as you received them (if you have opened the box to examine the product it must have been done so without damaging the box and factory packaging/seals or damaging the product in any way) and must be carefully re-packaged as received.

  1. The Site will issue a refund and do return for free only for faulty, damaged, unsatisfactory quality, expired or incorrect products.
  2. NO returns will be done for free for products ordered by mistake, or without a valid reason and the charge of AED 17 will apply for each attempt of collection of returns in the UAE. Regarding international returns, you will be contacted and notified of the charges by our shipping partner.
  1. In any case, where the Site has approved a refund on the product purchased on the Site, the refund will be done after successful collection of the product from you by our shipping partner and provide that product is in good condition, in its original box and unused.
  2. All returned goods will be examined upon receipt. You will be notified immediately if we are unable to offer refund, replacement or exchange if your product has been opened or used. We will process your return as quickly as possible and will notify you by email once your refund, replacement or exchange has been processed.

Important: You shall ensure that return products are in good condition and unopened. If you fail to return the product, the Site will be entitled to make a claim against you for the losses it suffered.

 

How to Refund or Exchange:

1. Please email us at refund@balmessence.com to notify us of the product you would like to return. You will need to provide full details of your order number, which is provided in the documentation that arrives with your order, together with details and pictures of the items you wish to return or exchange.

2. Once you have received a confirmation that we will accept a return for your product, please make sure you indicate whether you would like a refund, replacement or exchange. Please remember that in order for the return to be processed you must ensure that ALL returned items are in good condition and unopened.

3.  Schedule a return for your package with the courier provider designated by our team. You must also provide the copy of shipping invoice supplied with your order documentation when you handover return products to our courier. Delivery charges for returning the products, if it is not due to faulty, damaged expired or incorrect products, are to be paid by you and are your responsibility.

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