Refund and Returns Policy

Ballena Return Policy

At Ballena, we are committed to ensuring your satisfaction with every purchase. If, for any reason, you are not completely satisfied with your order, we offer a straightforward return policy:

1. Eligibility for Returns
   • Products must be returned unopened, unused, and in their original packaging.
   • Items that have been opened, used, or tampered with are not eligible for return.
2. Return Period
   • Returns are accepted within48 hours from the date of delivery.
3. Return Process
   • To initiate a return, please contact our Customer Service team at [[email protected]] with your order number and reason for return.
   • Once your return request is approved, you will receive instructions on how to ship the product back to us.
4. Refund Policy
   • Upon receiving and inspecting the returned product, we will process your refund within 7-10 business days.
   • Refunds will be issued to the original payment method.
5. Shipping Costs
   • Customers are responsible for return shipping costs unless the return is due to a damaged or incorrect item sent by Ballena.
6. Non-Returnable Items
   • For health and safety reasons, certain items such as promotional or clearance products may not be eligible for returns.

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {[email protected]}.

Only regular priced items may be refunded. Sale items cannot be refunded.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.