RETURNS

You may return your item within 14 days of receiving your order.

To initiate a return, please email us with your order number at:
📧 info@balouri.ca

Return Conditions

  • Items must be unused, unworn, undamaged, and in original packaging

  • Returns must be sent back within 14 days of receipt

  • Items returned outside this timeframe will be refused

Return Shipping

  • We do not provide free return labels

  • Return shipping costs are the customer’s responsibility

  • Original delivery charges are non-refundable

  • Refund amount will be equal to the product price paid

Non-Returnable Items

  • Personalised / customized products (made to order)

  • Earrings & pierced items (for hygiene reasons)

  • Sale items (final sale, non-refundable)

Items showing wear, damage, or use will not be accepted and must be in a resalable condition.

If an order is returned to us by Royal Mail or international courier partners, we cannot resend it.
You will be refunded for the item value only. Delivery charges are non-refundable unless the error was ours.

EXCHANGES

You may request an exchange within 14 days of receiving your order.

To start an exchange, please email your order number to:
📧 info@balouri.ca

Exchange Conditions

  • Items must be unused, unworn, undamaged, and in original packaging

  • Exchange requests outside the 14-day window will not be accepted

Exchange Shipping

  • We do not provide free exchange return labels

  • Customer pays return shipping

  • Balouri will ship the replacement item free of charge via Royal Mail

Non-Exchangeable Items

  • Personalised / customized products

  • Earrings & pierced items

  • Sale items (final sale)

Damaged or worn items are not eligible for exchange.

FAULTY GOODS

All products are quality-checked before dispatch.

If your item is faulty or damaged during transit, please contact us within 24 hours of delivery at:
📧 info@balouri.ca

  • Please attach clear images of the issue to speed up the process

  • Claims made after 24 hours cannot be accepted and will be treated as misuse by the buyer

REFUNDS

  • Once your return is received and inspected, we will notify you of approval or rejection

  • Approved refunds are processed to the original payment method

  • Refunds are issued within 10 business days

  • Banks or card providers may take additional time to reflect the refund

If 15 business days have passed since approval, please contact us at info@balouri.ca.

UNDELIVERED PARCELS

A parcel may be returned to us if:

  • You were not available at delivery

  • No safe place was found

  • Customs duties were unpaid (international orders)

Refund for Undelivered Orders

  • You will receive a refund for the items only

  • Delivery charges are non-refundable

  • To receive the items again, a new order must be placed

IMPORTANT FOR INTERNATIONAL CUSTOMERS

Customs Duties & Address Accuracy

  • Customers are responsible for paying any customs duties or taxes

  • Customers must provide a complete and accurate delivery address

Shipping Fees (CAD)

  • CAD $9 delivery fee for orders under CAD $170

  • Free delivery on orders CAD $170 and above

Please note: Actual shipping costs incurred by us range between CAD $15 – $42, depending on parcel size and weight.

If an order is returned due to:

  • Incorrect address

  • Unpaid customs duties

  • Order cancellation after dispatch

The courier shipping fee will be deducted from the refund, and the remaining balance will be refunded once the parcel is received back by us.