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 10 days from the date of the receipt of your written replacement request, which shall be submitted by you on the same day (within 24 hours) 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.
  2. 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.
  3. 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 the goods are in their original, unopened and unused condition as per below mentioned, standards:
  4. - in their original box, include all packing material, blank warranty cards, manuals, and all accessories.

    - The BALMESSENCE Quality Seal is still intact.

    -  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.

 

How to Refund or Exchange:

  1. Please email us at refund@balmessence.comto 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.

Cancellation

  • The Site will not issue any charges if the order has not been dispatched for delivery yet.
  • You shall notify us in writing about cancelling your order on the same day of placing the order and before the order has been dispatched. (before the courier partner initially reaches out to you – usually VIA SMS)
  • Orders for UAE can still be cancelled free of charge on the same day or before the order has been collected by our courier partner company.
  • Orders for the GCC can be cancelled free of charge on the same day of the order being placed.
  • Our courier will contact you to arrange the delivery. At this time, you shall inform them if you wish to cancel. Once delivery is confirmed, the order cannot be cancelled. If a cancellation has been done after confirming delivery with the courier, we will process a refund and 10% administration charge will be deducted from the total invoice value in case of credit card payment. If you selected cash on delivery payment method and confirmed the delivery with the courier, you will have to pay delivery charge of AED 18 to our courier partner company directly when they do delivery to you and return of the order at the same time (UAE) and for GCC you will be notified of the delivery charge by the courier partner.
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