Returns & Refunds
How can I return my order?
To be eligible for a return of a new and unused item, you must send it back within 14 days of delivery and in the same condition that you received it, this includes the original packaging of the product; otherwise, a 10% restocking fee may appl.
Please note that we require the copy of your receipt that was sent with your order as proof of purchase.
You must return the product at your own expense. If you request that we arrange shipping on your behalf, then this cost will be deducted from your refund.
To obtain a returns number and discuss a return method, please contact our customer service team on 02890603053 or email firstname.lastname@example.org. Please do not return your purchase to the manufacturer.
*Gift cards and downloadable software products are exempt from returns*
What happens if I return my order after 14 days of delivery?
If you are a consumer requesting to return an item that was purchased more than 14 days after delivery, or if you are a business customer, the original outbound shipping cost will not be refunded. You will be responsible for paying the costs of returning the items, which will also be subject to a 10% restocking fee that will be deducted from your final refund.
Can I return customised products?
Customised products, i.e. items printed with your logo, can only be returned if there is a manufacturing fault. You must return the product at your expense. If you request that we arrange shipping on your behalf, then this cost will be deducted from your refund.
What can I do if I received a faulty product?
If you received a faulty product and require an exchange or replacement, there will be no delivery charge. We will need a proof of damage, this could be a video or picture of the faulty product sent to our customer service team at email@example.com, once we complete our inspection, we will arrange for the item to be collected and shipped a replacement immediately.
Can I return an item after I have used it?
You can only return your item after it has been used if the product shows any damage or manufacturing fault within the warranty period. Each product has different guarantees, so please check the product specifications before requesting a return or contact our customer service team firstname.lastname@example.org for more information.
Refunds (if applicable)
Once your return is received and our team inspects the condition of your item, we will send you an email to notify you that we have received your returned item and the approval or rejection of your refund.
If you are approved, our team will process your refund immediately. A credit will automatically be applied to your credit card or original payment method within a certain number of days.
Please note that full refunds only apply to items shipped within 14 days of delivery and if they are in their original packaging. Otherwise, we will take a 10% restocking fee.
How long does it take to receive a refund?
Once your refund has been processed, the full amount will reach your account within 2-3 business days, depending on your bank.
Can I get a refund for Sale items?
Only regular priced items can be refunded, unfortunately sale items cannot be refunded.
What can I do if I haven’t received my refund?
If you haven't received a refund yet, first check your bank account again. Next, contact your bank. There is often some processing time before a refund is posted.
If you've done all of this and still haven't received your refund, please contact us at email@example.com.
Exchanges (if applicable)
Can I exchange an item?
If you want to exchange your item because is not the correct size, weight, etc, please first contact our service team at firstname.lastname@example.org to make sure that we have the item you need in stock.
Once our team confirms that it’s available, you will have 2 options:
First, you can make a new purchase online and we will ship the new item to you right away. Once we receive your returned item, we will proceed with the refund.
Second, you can return the item before purchasing the new one online. Once we receive it and proceed with the refund, you can place a new order on the website.
This entirely up to you, whether you prefer to wait or place a new order before receiving a refund.
Please note that shipping costs for exchange products are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Can I replace a damaged item?
We only replace items if they are faulty or damaged upon delivery. If you need to exchange it for the same item, please contact our customer service team at email@example.com.
We will require proof of damage, such as a picture or video, before shipping the replacement. There will be no shipping charge for defective replacement products.
How long does my delivery take?
Shipping time will vary depending on your location and the product ordered.
Our standard delivery is 3-6 business days, but for products that require a pallet or special delivery, it can take up to 14 business days to receive it.
What can I do if I haven’t received my order?
We always make sure to deliver your order on time. However, disruptions during shipping can cause delays or lost packages. Please contact our customer service at: firstname.lastname@example.org and they will resolve any problem related to your shipping.
If my package is lost:
If you received a confirmation from our team that your package was lost during delivery, we will immediately send you a new package at no additional charge.
Although this is a rare situation, our team will resolve the issue in a short time.
Can I collect my order in Balance?
If you purchase your order online but wish to collect the item in our store to save shipping costs, you can choose the “store pickup” option in the checkout section.
Where is Balance Leisure?
We are in Dunmurry, 218 City Business Park, Unit 23, BT17 9HY from Monday to Friday (9am-5pm).
Please note that we are closed on bank holidays and over the Christmas period. We recommend calling ahead to make sure we are open, and your order is ready for pickup.