At any time after submitting your order online or by telephone and up to 14 days following the date you receive the items from us (“Cooling Off Period”) you decide you no longer want an item, we will be happy to exchange the item or give you a full refund provided that you notify our After Sales team at any time before the Cooling Off Period ends by post or email that you wish to cancel the item and, where the item has already been delivered, it must be returned to us ‘as new’ – unused and complete in the original packaging.
If at the time of cancellation the item has already been dispatched or delivered to you, you must return the cancelled item to us (at your own cost) in accordance with our returns policy. Please package the item securely and return it to us together with the original delivery note.
If the goods are faulty, please see the defective or damaged goods below. Please contact our After Sales team for more information.
The Consumer Contracts Regulations require refunds to be made within 14 days of the date the customer sends notice of cancellation.
If you are purchasing an item from Balance Recovery by distance means (whether online or via telephone) as a business and not as a consumer, items may only be returned for a refund at Balance Recovery’s discretion; non-stock items are subject to a restocking charge of 25% of the relevant order value. Custom-manufactured items may not be refundable.
If you wish to cancel an item you have ordered, please notify our After-Sales team by email. As we process orders immediately, it may not always be possible to prevent an item from being dispatched.
We will refund the reasonable costs you incur in returning the following items to us:
- Items we delivered to you in error
- Items which are faulty or damaged upon delivery
- Items which are substitutes for items originally ordered
We ask that you send us copies of receipts for such costs.
In all other circumstances (including where you cancel an item during the Cooling-Off Period), you will be responsible for the cost of returning the item to us.
Suppose we do not receive the original item back from you, together with the original delivery note. In that case, we may arrange for the collection of the item from the delivery address and may recover from you the charges (not exceeding direct costs) we incur in doing so. Until you return items to us, you are responsible for their safekeeping and taking reasonable care of them. We do not accept liability for packages damaged during transit back to us. It is your responsibility to wrap items adequately to prevent damage.
Faulty or Damaged Items
- If the item/s you ordered are damaged or have parts missing upon receipt, provided you inform our After Sales team within 48 hours of receiving the items (supplying them with the reference details shown on the delivery documentation together with details of the damage or missing items and pictures of any damage), we will offer a replacement or a refund.
- If the item(s) you ordered are faulty upon receipt or fail within the first 30 days, we will collect the defective item(s) and offer a replacement or a refund.
- We will typically collect damaged or faulty items within the first 30 days after receipt of the goods. Please contact our After Sales team before returning damaged or defective goods. Refunds will be credited only to the payment method used for the original purchase.
