We want you to love our artisanal products. However, if you're not completely satisfied, you may return an item for a replacement or credit, subject to the terms below. This policy forms part of the Balance Cape Town Terms and Conditions.
Nothing in this policy is intended to limit your statutory rights in any way.
1. Unwanted Products
You may return an unwanted product if:
- It is undamaged and unused, with original labels intact.
- It is in its original packaging.
- It is not listed under “Products Not Eligible for Return” (see section 2).
- You contact the Distributor, Retailer, or Balance Cape Town Showroom within 30 days of receiving or collecting it.
How Returns Work
- We will arrange free collection of the item.
- Our courier may refuse collection if the product is not properly wrapped for transport.
- Once inspected and validated, we will refund the purchase price within 8 days.
When Returns Are Not Accepted
We may decline a refund if the product is:
- Damaged, not in a saleable condition, or missing accessories.
2. Products Not Eligible for Return
The following items cannot be refunded, exchanged, or credited:
- Used skincare products.
- Opened or used soap.
- Personalised or custom-made products.
3. Products Damaged on Delivery
If your order arrives damaged, notify us immediately.
What Happens Next?
- We will collect the damaged item at no cost.
- Once inspected, we will replace it or refund your purchase price.
Note: Credits and replacements can take up to 10 working days to process.
4. Defective Products
We take pride in delivering high-quality products, but if you receive a defective item, contact your Distributor, Retailer, or debbie@balancecapetown.com as soon as possible.
What is a Defect?
A defect is a material imperfection in the product’s manufacture that makes it less acceptable than expected.
What is Not Considered a Defect?
- Normal wear and tear.
- Incorrect use or negligence.
- Failure to properly care for the product.
- If the product’s specifications are accurately described but do not suit you.
5. Standard Warranty
If you receive a faulty or defective product, we will:
- Arrange free collection of the item.
- Inspect the product.
- Offer you a replacement or refund.
Processing takes up to 10 working days.
6. Charges & Non-Compliant Returns
- If a defective product is returned without all its accessories, we may:
- Refuse the return.
- Only replace the returned portion.
- Estimate the missing item's value and deduct it from your refund.
- If a return does not comply with this policy, you may need to cover collection costs and any applicable shipping fees for the product to be returned to you.
Need Assistance?
Call:
(082) 872-8777
Email:
info@balancecapetown.com
Address:
30 Oxford Street, Durbanville
