Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at anna@balasana.co.nz. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Please note that payment of return shipping is the responsibility of the customer, BALASANA will not pay the return shipping cost. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at anna@balasana.co.nz.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
Please contact anna@balasana.co.nz for any exchange queries. We will do our best to support your request, but any exchanges shall be subject to availability and at our complete discretion. Any additional postage cost associated with an exchange (including return and replacement postage) shall be borne entirely by the customer. 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded via your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.