Refund & Return Policy

Returns and Refunds

Effective Date: 1 November 2024

 

1 Return Policy Overview

balanball, strives to ensure your product satisfaction. If for any reason you are not completely satisfied with your purchase, we offer a return and refund policy according to the conditions outlined below. Provided the terms and eligibility criteria are met, our aim is to provide a straightforward, hassle-free process for returns and refunds.

2 Eligibility for Returns

To be eligible for a return, the following conditions must be met:

• Timeframe: Returns must be initiated within 30 days from date of delivery.

• Condition: Products must be unused, in their original packaging, and in resalable condition. Products should not have been damaged, modified, or altered in any way.

• Proof of Purchase: A valid proof of purchase is required, such as an order number and invoice.

• Exclusions: Certain products are excluded from returns, including:

  • Customized or personalized product.

  • Opened, used, or inflated balanball, due to health and safety concerns.

  • Items marked as "Sale" or "Non-Returnable" at the time of purchase.

3 How to Initiate a Return

To initiate a return:

1. Contact Us: Email the customer service team at info@balanball.com to request a return. Please provide the order number and invoice related to the item you wish to return, and the reason for the return.

2. Return Authorization: Upon receipt of request, balanball will provide you with a Return Merchandise Authorization (RMA) number and return instructions. This number helps us track the return and process it efficiently.

3. Return Shipping: Once an RMA number has been issued, securely pack the product in its original packaging. Ensure that the RMA number is clearly visible on the outside of the return package. The purchaser is responsible for return shipping costs unless the return pertains to a defect or balanball error.

4. Return Shipping Address: The product must be shipped to the address provided in the RMA instructions. For your protection, we recommend using a trackable shipping service or purchasing shipping insurance, as balanball cannot guarantee receipt of returned items.

4 Return Shipping Costs

Unless the return is a result of a balanball mistake (e.g., a defective or incorrect product), the customer is responsible for paying return shipping costs. If the return is due to a defect, damage, or error by balanball, we will cover the return shipping fees.

5 Processing of Returns

On receipt and verification that the return meets the eligibility requirements, balanball will process the return as follows:

• Inspection: The returned product will be inspected to ensure it is in new, unused condition, with all original packaging, tags, and accessories.  Returns that do not meet these criteria may be rejected or incur a restocking fee.

• Refund or Replacement: Depending on customer preference and product availability balanball will either:

  • Issue a Refund: A full refund will be issued to the original payment method within 7-10 business days.

  • Offer an Exchange: If preferred, balanball can process an exchange (colour and/or size) based on stock availability.

  • Store Credit: If a refund to the original payment method is not possible (e.g., expired credit card), balanball will issue store credit for the returned product amount, which can be used against future purchases. Credits are valid for 6 months from date of issue.

6 Refund Timing

Once a return is received and approved, refunds will typically be processed within 7-10 business days. Please note it may take additional time for the refund to appear in your bank account or on your credit card statement, depending on your financial institution’s processing times.

7 Restocking Fee

In some cases, we may charge a restocking fee of up to 15% on returned items. This fee applies to items that have been opened, returned without the original packaging, or returned outside of the return period. The restocking fee will be deducted from the refund due.

8 Defective or Damaged Products

If you receive a defective, damaged, or incorrect product, please contact us immediately at info@balanball.com We will:

• Offer a Full Refund: If the product is defective or damaged upon receipt, we will process a full refund to the original payment method.

• Exchange for the Same Product: If preferred balanball will offer to exchange the product for the same item, if available.

• Cover Return Shipping Costs: In cases of defective, damaged, or incorrect products, balanball will cover the return shipping costs, and arrange for the product to be collected and returned.

9 Sale and Non-Returnable Items

Certain products may be marked as Sale or Non-Returnable at the time of purchase. These items are not eligible for return, refund, or exchange. This includes, but is not limited to:

• Products purchased during promotional events or clearance sales.

• Items that are customized or personalized.

• Products that have been opened, inflated, or used.

10 International Returns

If a return is being processed outside South Africa, you will be responsible for the cost of return shipping, as well as any customs duties or taxes that may apply. We recommend use of a trackable shipping method, as balanball cannot guarantee receipt of returned items. Please note international returns may take longer to process due to customs procedures.

11 Return Fraud

balanball reserves the right to refuse returns or exchanges in cases where abuse of the return policy is suspected, such as:

• Frequent returns or exchanges by the same customer.

• Returning used or damaged products that do not meet return eligibility.

• Misrepresenting the condition of the product or the reason for the return.

12 Changes to the Return Policy

balanball reserves the right to update or modify the return policy at any time. Any changes to the return policy will be posted on our website, and the revised policy will apply to all returns made after the posting date. Users are encouraged to review the return policy periodically for any updates.