Refund policy

RETURN & REFUND POLICY

Last updated: August 24, 2026

At BALANCO, we want every order to arrive correctly and in good condition. Because our products are consumable dietary supplements, returns are subject to the conditions below.

Damaged, defective, or incorrect orders

If your order arrives damaged or defective, or if you receive an incorrect product, please contact us at support@trybalanco.com within 30 days of delivery.

Please include:

  • your order number;
  • a brief description of the issue; and
  • clear photographs showing the product, packaging, and the issue where applicable.

Once we have reviewed your request, we may offer a replacement or refund, as appropriate.

Please do not return a damaged, defective, or incorrect product unless we specifically instruct you to do so.

Opened or used products

For health and safety reasons, we do not accept returns of dietary supplements that have been opened, used, or had their safety seal broken, except where required by applicable law.

Change-of-mind returns

We do not currently offer returns or refunds for:

  • change of mind;
  • personal preference;
  • dissatisfaction with taste, texture, or other subjective characteristics;
  • failure to achieve a particular expected result; or
  • products that have been opened or used,

except where required by applicable law.

Individual responses to dietary supplements vary, and no specific health, wellness, digestive, immune, or performance outcome is guaranteed.

Order cancellations

Orders are submitted for fulfillment shortly after being placed.

If you need to request a cancellation, contact us at support@trybalanco.com as soon as possible.

Orders generally have a short cancellation window before entering fulfillment. Once fulfillment has begun, we may no longer be able to cancel or modify the order.

Where possible, cancellation requests submitted within approximately 2 hours of placing the order will be reviewed before fulfillment begins. Cancellation cannot be guaranteed.

Incorrect or incomplete shipping information

Customers are responsible for providing complete and accurate shipping information at checkout.

If you notice an error in your shipping address, contact us immediately at support@trybalanco.com.

Once an order has entered fulfillment or has been shipped, we may be unable to change the delivery address.

We do not guarantee refunds or free replacements for orders that cannot be delivered because of incorrect or incomplete shipping information provided by the customer, except where required by applicable law.

Refused, unclaimed, or undeliverable packages

Refunds and free replacements are not guaranteed for packages that:

  • are refused by the recipient;
  • remain unclaimed;
  • cannot be delivered because the recipient is unavailable; or
  • cannot be delivered due to incorrect or incomplete information supplied by the customer.

If a package is returned to sender, please contact us so we can review the circumstances and determine what options may be available.

Additional shipping charges may apply if reshipment is requested.

Lost packages

If tracking has not updated for an unusually long period or you believe your order has been lost in transit, contact us at support@trybalanco.com with your order number.

We will review the available tracking information and work with the relevant fulfillment or shipping provider where appropriate.

A package being marked as “delivered” by the carrier does not automatically qualify it for a refund. We may ask you to confirm the shipping address, check the delivery location, contact the carrier, or provide additional information before a claim is resolved.

Refunds

If a refund is approved, it will be issued to the original payment method used for the purchase.

After we issue the refund, your bank, credit card issuer, or payment provider may require additional time to process and display the funds.

Original shipping charges are generally non-refundable unless the refund results from a damaged, defective, incorrect, or otherwise eligible order, or where required by applicable law.

Exchanges

We do not currently offer direct product exchanges.

Where a replacement is approved for a damaged, defective, or incorrect order, the replacement will be arranged separately.

Your statutory rights

Nothing in this Return & Refund Policy limits or excludes any rights or remedies that cannot legally be limited or excluded under applicable consumer protection law.

Contact

For questions regarding returns, refunds, damaged orders, or cancellations, contact:

BALANCO
Operated by Kostadin Tsvetkov, trading as BALANCO
Email: support@trybalanco.com
Website: trybalanco.com