Refund policy

Our Returns & Refunds Promise

We want you to shop with confidence. If something's not right, we'll make it right — quickly and without hassle.

Your Right to Return (UK Law)

Under the UK Consumer Contracts Regulations 2013, you have the right to change your mind and return most items purchased online. Here's how it works:

14 days to notify us — Contact us within 14 days of receiving your order to let us know you'd like to return it.
14 more days to send it back — Once you've notified us, you have a further 14 days to return the item to us.
Refund within 14 days — We'll process your full refund within 14 days of receiving the returned goods (or proof of postage, whichever comes first).

Your refund will be issued to your original payment method and will include the standard delivery cost. If you chose a premium delivery option, only the standard rate is refunded.

How to Start a Return

Email us at support@blnce.uk with your order number and reason for return.
We'll reply within 24 hours with return instructions.
Pack the item securely in its original packaging where possible.
Send it back using a tracked service — we recommend keeping your proof of postage.

Unless the item is faulty, return postage costs are the responsibility of the customer.

Condition of Returned Items

Items should be returned unused, in their original condition and packaging. We reserve the right to make a deduction from the refund if the value of the goods has been reduced due to unnecessary handling beyond what's needed to check the item.

Faulty or Damaged Items

If your item arrives damaged or develops a fault, you have additional rights under the Consumer Rights Act 2015. Please contact us immediately and we'll arrange a replacement, repair, or full refund — at no cost to you.

Exceptions

The following items cannot be returned unless faulty:

Sealed software or digital content that has been unsealed after delivery
Items that have been clearly used or damaged after delivery (beyond normal inspection)
Custom or specially ordered items