What do I do if my goods are damaged?

If your order is shipped to the wrong address or you receive it damaged or defective, we’ll give you a full refund or replacement. You must notify us of this within 7 days of delivery by email to customercare@balanceme.com, quoting your invoice number and describing the damage involved. We will give you instructions on how to return your goods.



Can I refund and exchange my goods?

We will issue refunds or exchanges as long as you notify us by email within 7 working days of delivery. We will refund or exchange as long as we are satisfied that tamper seals remain in place and the goods are in a re-sellable condition. Our freepost retruns address is for UK customers only and unfortunately we cannot refund any postage costs incurred. If we choose to send you replacement goods in exchange before you have returned the original goods, you must return the original goods within 30 days of receiving the replacement. If you fail to do so, we reserve the right to charge the price of the replacement goods to the payment card used for the original order. Please email customercare@balanceme.com and we will issue you with a returns reference number and give you instructions on how to return your goods. (Your statutory rights are not affected.)
In the unlikely event that you dislike or experience a reaction to one of our products, please email customercare@balanceme.com



Other Queries?

If none of the above has answered your query please email us at customercare@balanceme.com