Refund policy

Returns & Money-Back Guarantee

We stand by the quality of our products and offer a 30-day money-back guarantee. Customers have 30 days from the delivery date to initiate a return.

Please Note: Returns are not accepted for purchases made during sale events. All sale items are final sale and ineligible for returns or exchanges.

Return Eligibility

To qualify for a return, items must meet the following criteria:

• The item must be unused, undamaged, and in its original packaging.
• A photo of the item must be provided before shipping the return.
• The return must be sent with tracking information for verification.

Damaged or Incorrect Items

If an order arrives damaged, defective, or incorrect, please notify us within 48 hours of delivery via concierge@officialbalmy.com. The request must include:

• Order number
• Name and email used for purchase
• A clear photo showing the issue

Our team will review the request and work to resolve the issue promptly.

Return Shipping & Fees

• Customers are responsible for all return shipping costs.
• A 10% restocking fee will be deducted from the refund amount.

Order Cancellations

• Order cancellations must be requested within 24 hours of purchase.
• Once an order has been processed, cancellations are no longer possible.

For further assistance, please contact our dedicated concierge team concierge@officialbalmy.com.