Refund policy
Right of withdrawal
Under applicable law, the consumer has the right to withdraw from the contract, without having to provide any reason, within 14 days from the date on which the consumer or a third party designated by the consumer, other than the carrier, takes physical possession of the product.
In the case of an order containing several products delivered separately, the 14-day period begins on the day on which the consumer or a third party designated by the consumer takes physical possession of the last product.
To exercise the right of withdrawal, the consumer must inform THE BALANCE LTD S.R.L. of their decision before the legal deadline expires. Withdrawal may be communicated through the return/withdrawal function or form available on the website, by email at official.balancejewels@gmail.com, or through any other unequivocal statement expressing the consumer's decision to withdraw from the contract.
For contracts concluded through the website, the consumer may use the online withdrawal function available on the website. When this function is used, confirmation of receipt of the withdrawal will be sent to the consumer, without undue delay, on a durable medium, under the conditions provided by law. It is sufficient for the statement exercising the right of withdrawal to be sent before the 14-day period expires.
Returning products
After communicating the decision to withdraw, the consumer must return or send back the products without undue delay and no later than 14 days from the date on which the decision to withdraw was communicated. The deadline is met if the products are sent before the expiry of this 14-day period.
Products must be returned to the following address:
THE BALANCE LTD S.R.L.
Vadu Pașii Village, Vadu Pașii Commune, Principală Street, No. 82, Buzău County, Romania
The direct costs of returning products when exercising the right of withdrawal are borne by the consumer.
Products must be properly packaged for transport so that they are protected against damage during shipping.
The consumer is only liable for any diminished value of the products resulting from handling them in a way that goes beyond what is necessary to establish their nature, characteristics and functioning. In the event of a reduction in the value of a product as a result of such handling, the amount of the reduction will be determined based on the actual condition of the product and the actual decrease in its value, under the conditions provided by law.
Refunds
When the legal right of withdrawal is exercised, THE BALANCE LTD S.R.L. will refund all amounts received from the consumer in connection with the products subject to withdrawal, including, where applicable, the initial standard delivery costs.
The refund will be made without undue delay and, in any event, no later than 14 days from the date on which THE BALANCE LTD S.R.L. is informed of the consumer's decision to withdraw from the contract.
THE BALANCE LTD S.R.L. may withhold the refund until the returned products have been received or until the consumer provides evidence that the products have been sent back, whichever occurs first.
The refund will be made using the same payment method used by the consumer for the initial transaction, unless the consumer has expressly agreed to another refund method, provided that the consumer does not incur any fees as a result of the refund.
If the consumer has expressly chosen a delivery method that is more expensive than the standard delivery offered by THE BALANCE LTD S.R.L., the additional costs associated with the chosen delivery method will not be refunded.
Products excluded from the right of withdrawal
The right of withdrawal does not apply in the cases provided for by applicable law, including products made to the consumer's specifications or clearly personalized products.
In addition, under the conditions provided by law, sealed goods that are not suitable for return due to health protection or hygiene reasons and that have been unsealed by the consumer are excluded from the right of withdrawal.
Exceptions to the right of withdrawal apply only in the situations and under the conditions provided for by applicable law.
Damaged, defective, or non-conforming products
The legal right of withdrawal is separate from the consumer's rights in the case of a non-conforming product. If the product received is damaged, defective, different from the one ordered, or has any other lack of conformity, the consumer may contact us at official.balancejewels@gmail.com to resolve the issue.
In the event of a lack of conformity, the consumer is entitled to the remedies provided for by legislation governing the legal guarantee of conformity, at no cost to the consumer and under the conditions provided by law.
Complete information regarding the legal guarantee of conformity is available on the "Legal Guarantee" page of the website.
Product exchanges
If the consumer wishes to exchange a product, including for a different size, they may contact us at official.balancejewels@gmail.com to check availability and determine how the exchange can be carried out.
A commercial product exchange is separate from the exercise of the legal right of withdrawal and from the consumer's rights regarding the legal guarantee of conformity, and does not limit these rights.
Refused or uncollected parcels
If an order that has been properly dispatched is refused upon delivery or is not collected by the customer and, as a result, is returned to THE BALANCE LTD S.R.L., without the customer having communicated the exercise of the legal right of withdrawal, the customer will bear the actual shipping costs incurred for dispatching and returning the parcel.
After receiving the returned parcel, the value of the products will be refunded, and the actual shipping costs incurred by THE BALANCE LTD S.R.L. for dispatching and returning the parcel will be deducted from the amount to be refunded.
This provision also applies to orders that benefited from free shipping as a result of reaching the order value threshold established by the store. In this case, the actual shipping costs incurred by THE BALANCE LTD S.R.L. for dispatching and returning the parcel may be deducted.
This provision does not apply to situations in which the consumer exercises their legal right of withdrawal, in which case refunds and shipping costs are handled in accordance with the rules regarding the legal right of withdrawal set out above.
Contact
For requests or questions regarding returns, refunds, or exchanges, you can contact us at:
THE BALANCE LTD S.R.L.
Vadu Pașii Village, Vadu Pașii Commune, Principală Street, No. 82, Buzău County, Romania
Email: official.balancejewels@gmail.com