Return & Refund Policy

Last updated: 1 April 2025

Balancia is committed to ensuring that every customer is satisfied with their purchase. If you are not entirely satisfied, please review the following policy to understand your options.

Eligibility for Returns We accept returns on items that meet all of the following conditions:

• The return request is submitted within 30 days of the delivery date
• The item is unused and in its original condition
• The item is returned in its original packaging with all tags and accessories intact
• Proof of purchase (e.g. order confirmation or tax invoice) is provided

Items that do not meet these criteria may not be eligible for a return or refund. Certain product categories, including personalised items and products marked as final sale, are exempt from our standard returns policy.

How to Initiate a Return To begin the returns process, please contact our customer service team at drinkbalancia@gmail.com with your order number, the item(s) you wish to return, and the reason for the return. Our team will review your request and provide return instructions within 3 business days. Please do not return items without first receiving authorisation from our team.

Return Shipping Customers are responsible for the cost of return shipping unless the item received was faulty, damaged, or incorrectly dispatched by Balancia. We recommend using a trackable shipping method, as Balancia cannot accept liability for returned parcels lost in transit.

Refunds Once your return has been received and inspected, we will notify you via email of the outcome. If approved, a refund will be processed to your original payment method within 5–10 business days. All refunds are issued in Australian Dollars (AUD).

Exchanges We do not currently offer direct exchanges. If you wish to receive a different item, please initiate a return for the original item and place a new order for the preferred product.

Faulty or Incorrect Items If you receive an item that is faulty, damaged upon arrival, or different from what you ordered, please contact us within 7 days of delivery at drinkbalancia@gmail.comwith your order number and photographs of the issue. In such cases, Balancia will cover return shipping costs and offer a full refund or replacement at no additional charge.

Australian Consumer Law Our returns policy is in addition to and does not limit your rights 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.