Returns & Refunds
Refund Policy
Returns, Withdrawal, and Refund Policy
Right of withdrawal
If you purchase as a consumer, you have the right to withdraw from the contract within 14 days of delivery of the goods, without having to provide any reason.
To exercise your right of withdrawal within the specified period, you may use the "Withdraw from the contract" function available on the website or send an explicit declaration to info@mybalmo.com.
After the withdrawal notice, the product must be returned within 14 days.
We will provide you with return instructions and, if used, a Return Merchandise Authorization (RMA) code, which is necessary to correctly identify and process the return.
The direct costs of returning the goods are borne by the customer.
The customer must keep proof of shipment until the refund process is completed.
Refund
In the event of a valid exercise of the right of withdrawal, we will refund the payments received for the returned products, including standard delivery costs paid for the order.
Any additional costs resulting from your choice of a more expensive delivery method than the standard delivery offered will not be refunded.
The refund will be issued within 14 days of the notice of withdrawal, using the same payment method used for the purchase, unless otherwise agreed.
We may withhold the refund until we have received the goods or until the customer has provided proof of shipment, whichever is earlier.
Condition of the returned product and depreciation
The consumer may handle the product to the extent necessary to establish its nature, characteristics, and functioning.
The customer is responsible for any diminution in value resulting from use or handling beyond what is necessary for such verification.
Upon receipt of the return, the product may be inspected to verify its condition, usage, and completeness.
When a reduction in value attributable to handling or use beyond what is permitted is found, the corresponding amount may be deducted from the refund.
Products sealed for hygiene or health protection reasons
The right of withdrawal does not apply to sealed goods that are not suitable for return for hygiene or health protection reasons and have been opened after delivery, in cases provided for by law.
Bundles, multiple offers, and free gifts
Bundles and offers consisting of multiple products may benefit from a price or discount applied due to the purchase of the entire offer.
In case of withdrawal from the entire bundle or offer, all products included in it must be returned, including any items included for free in the offer.
The partial return of a bundle is not automatically provided for and may be accepted by balmo.
When a partial return is accepted:
- the discount applied to the bundle is void;
- the retained products are recalculated at the individual retail price applicable at the time of purchase;
- the refund corresponds to the difference between the amount originally paid and the thus recalculated value of the retained products.
This primarily prevents someone from purchasing a discounted bundle, returning half of the offer, and keeping the discount intended exclusively for the multiple purchase.
Damaged, defective, or non-conforming products
Damaged, defective, or non-conforming products are handled separately from the right of withdrawal, in accordance with the applicable legal warranty of conformity.
To submit a claim, you must contact info@mybalmo.com.
We may request the information and documentation necessary to verify the issue, including photographs of the product and, when necessary, the return of the product for inspection.
The rights granted by the legal warranty of conformity remain unchanged.
Additional commercial terms for specific products
Some products may benefit from return periods, commercial warranties, or additional conditions beyond those provided for in this policy.
Where applicable, these conditions are indicated on the relevant product page or in the specific terms of the promotion and apply exclusively to the products concerned.