Refund Policy

Our Guarantee

Wear it every day. If you decide it is not for you, for any reason, we refund every dollar. You keep the chain and every other piece in the order. No return required. No time limit. The fair use terms below apply to every claim.

This applies to all BALANZI jewellery purchased through our official website (balanzi.com) and authorised channels. Every order is covered by the guarantee that was in force when it was bought. Orders placed before March 4, 2024 are covered by the warranty this policy replaced, under which we repaired or replaced the piece; from March 4, 2024 the cover is the one described above, which refunds your money and lets you keep the chain. No order lost its cover on that date.

If you'd prefer a replacement or a different size rather than a refund, we'll send the right one to you free of charge, and in most cases you keep the original, under the fair use terms below.

One conversation is all it takes. Reach out via our Help Centre or at support@balanzi.com and we'll handle everything. For full details, see our Guarantee page.

Fair Use

The guarantee exists for people who wore a BALANZI piece and found it wasn't right for them. It is a promise we make on top of your legal rights, and our team decides every claim under it in good faith, looking at the claim and at the full history of the order and the account.

In deciding a claim we may consider, among other things, the claims already made on the order and the account, whether a piece has already been refunded, replaced or exchanged, the number and timing of claims, whether the information given is consistent, and any payment dispute.

Depending on what we find, we may do one or more of the following:

• Refund or replace, and you keep the piece
• Refund or replace once the piece is back with us, using a prepaid label we send you
• Limit the number of replacements on an order where you keep the earlier piece
• Decline the claim
• Stop accepting orders from the account

Each piece is covered once. A piece that has been refunded, replaced or exchanged under this guarantee is settled. Claims that rely on untrue information, and claims on an order with an open payment dispute or chargeback, are declined.

When we offer a replacement or a different piece to settle a claim, we tell you before it ships that it settles the claim on that order, and you choose whether to accept. Once you accept, the claim on that order is closed. A refund on that order after that needs the pieces to be returned.

Nothing in these terms limits your statutory rights, set out below.

Protecting the Guarantee

Every claim is checked against our full order, claim and payment history, not only the account it comes from. We and our payment and fraud-prevention providers link orders and accounts that belong to the same person or household, using names, email addresses, phone numbers, shipping and billing addresses, payment cards, IP addresses, devices and other signals. Opening a new account, or using a different email, address or card, does not start anything over.

We don't say which checks a claim did or didn't pass.

Where we find that a claim, an order or a payment dispute was made to get money or goods dishonestly, we decline every linked claim and close the linked accounts. We contest any payment dispute with the full record, report the activity to the payment providers involved, and may refer it to the police and recover our losses, including our costs, through the courts.

None of this affects honest claims, which is what the guarantee is for.

Your Statutory Rights

This guarantee is given by BALANZI LTD, Lytchett House, 13 Freeland Park, Poole, BH16 6FA, United Kingdom, and applies to orders delivered in every country we ship to. It is given in addition to your legal rights as a consumer and does not affect them.

Australia. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

United States and Canada. Your rights under the laws of your state or province are not affected.

How to Request a Refund

Contact us via our Help Centre or at support@balanzi.com and let us know you'd like a refund. Tell us what happened, and if something is wrong with the piece, include a photo. Our team decides the claim on what you tell us, so please be accurate.

Our team reviews every request and replies within 2 business days. Once a refund is approved we issue it straight away, and most refunds take 3 to 10 business days to reflect in your account. Refunds go back to the original payment method and to the person who paid, in the currency you were charged. We can't cover differences caused by exchange rates or by your bank's fees.

In most cases nothing needs to be sent back. Where the fair use terms call for a return, we send you a prepaid label.

Exchanges

Wrong size or want to try a different piece? Contact us via our Help Centre and we'll sort it. We'll ship the right size or piece to you free of charge, and in most cases you keep the original. Replacements where you keep the earlier piece are limited per order under the fair use terms above.

If you'd like a different product that costs more, you'll only pay the difference.

Signature pieces are made in limited runs with no spare stock, so they aren't exchanged like the pieces above. Whatever yours needs, a different length or a new clasp, is done in the workshop on your piece, and nothing ships out until yours is in. The refund guarantee above, with its fair use terms, still applies.

Damages and Issues

Please inspect your order when it arrives. If anything isn't right, contact us straight away via our Help Centre or reply to your order confirmation email.

Send us a photo and we'll make it right, covered under the same guarantee with no separate claim process needed.

Late or Missing Refunds

If you haven't received a refund yet, first check your bank account. Then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank, as there is often some processing time before a refund appears.

If you've done all of this and still haven't received your refund, reach out at support@balanzi.com and we'll look into it.

Cancellation

Cancelling your order before it's processed is free. For the best chance of a successful cancellation or order change, please contact us within 12 hours of placing your order via our Help Centre. We cannot guarantee changes once an order is in processing. Once an order has shipped it can't be cancelled, and the guarantee above applies instead.

If we can't ship your order within the time we gave you, for example a made-to-order or back-ordered piece, we'll tell you before that time runs out, give you a new date, and you can choose to cancel for a full refund.

Important Notes

• We reserve the right to modify or discontinue this guarantee at any time, but changes will not affect orders placed under a prior version of this policy.
• These terms are governed by the laws of England and Wales. If you live in Australia, you also keep the protection of the Australian Consumer Law, and can bring a claim in your local courts.
• By purchasing from balanzi.com, you agree to the above terms. If you have any concerns or special circumstances, reach out. We're always happy to help.