Refund policy
Last updated: 21 August 2026
At Balvello, we want you to be satisfied with your purchase. If you change your mind about an order, you may have the right to cancel your purchase and return the product in accordance with the conditions outlined below and applicable consumer protection laws.
Return period
You have 30 days from the date you receive your order to request a return. Returns will not be accepted if more than 30 days have passed since the delivery date.
Return conditions
For a return to be accepted, the product should:
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Be unused and in its original condition
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Show no signs of damage or excessive handling
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Be returned with its original packaging where applicable
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Include any accessories or components originally supplied with the product
You may inspect the product as you would in a physical store. However, if the item has been used or handled beyond what is reasonably necessary to determine its nature, characteristics or functionality, you may be responsible for any resulting reduction in value, where permitted by applicable law.
Products that cannot be returned
Certain products may be excluded from the right of withdrawal where permitted by law.
These may include:
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Perishable goods
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Products made specifically to your specifications or personalized at your request
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Sealed products that cannot be returned for health or hygiene reasons once opened
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Other products that are legally excluded from the right of withdrawal
If you are unsure whether an item can be returned, please contact our customer service team before sending it back.
How to request a return
To begin a return, please contact us within 30 days of receiving your order.
Email: info@balvello.com
Please include:
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Your order number
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The product you wish to return
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The reason for your return, if applicable
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Any relevant photographs or additional information when requested
After receiving your request, our customer service team will provide you with the appropriate return instructions and return address.
Please do not send products back to an address without first contacting us. The correct return address may vary depending on the product and fulfillment location.
Return shipping costs
We do not charge restocking fees on returns.
Unless otherwise required by applicable law, the direct cost of returning an item is the customer's responsibility.
If the product is defective, damaged upon arrival or incorrectly supplied, please contact us before returning the item. In such cases, we will review the situation and provide appropriate instructions.
Refunds
Once your returned item has been received and inspected, we will process your refund as soon as reasonably possible.
Refund processing time
We aim to process eligible refunds within 7 business days of receiving the returned product.
Depending on your bank or payment provider, additional processing time may be required before the refunded amount appears in your account.
Refund method
Approved refunds will normally be issued using the same payment method used for the original purchase.
Where applicable, refunds will cover the amount required by applicable consumer protection laws.
Damaged or defective products
If your order arrives damaged or you discover that a product is defective, please contact us as soon as possible.
To help us resolve the issue efficiently, we may ask you to provide:
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Your order number
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Photographs of the product
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Photographs of the packaging
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A brief description of the problem
After reviewing the situation, we may offer an appropriate solution, which can include a replacement, repair or refund, depending on the circumstances and applicable law.
Incorrect product received
If you receive a product that is different from the one you ordered, please contact our customer service team.
We will review your order and provide instructions for returning the incorrect item. Where the error is attributable to us, we will arrange an appropriate solution without charging you additional return costs.
Order not received
If your order has not arrived within the estimated delivery period, please contact us so that we can investigate its status.
Your package may still be in transit or may be experiencing a delay with the carrier.
Please provide your order number when contacting us so that we can review the shipment and determine the appropriate next steps.
For more information, please consult our Shipping Policy or use our Order Tracking page.
Order cancellation
You may request to cancel an order within 24 hours of placing it, provided that the order has not already been processed or shipped.
If the order has already been dispatched, cancellation may no longer be possible.
In that case, you may wait for delivery and, if eligible, use the standard return procedure described in this policy.
Please contact customer service as soon as possible if you wish to cancel an order.
Exchanges
We do not generally offer direct product exchanges.
If you would like a different product, size or variation, you may return the original item in accordance with this Return Policy and place a new order once your return has been accepted.
This approach allows us to process returns and new purchases more efficiently.
Contact us
If you have any questions about returns, refunds or cancellations, please contact:
Store name: Balvello
Company name: Marketing international llc
Address: 530-B Harkle Road Ste 100 Santa Fe, NM 87505, United states
Email: info@balvello.com
Phone: +44 7418 635470
Registration number: 6306390
Customer Service Hours:
Monday – Friday: 9 am till 6 pm (GMT)
Saturday and sunday: Closed