We want you to be completely satisfied with your purchase. In the unlikely event, one of our products does not meet your expectations; we will be happy to offer you a replacement, refund, or exchange for:

Change of Mind

If you’ve had a change of heart about an item you have ordered, we’ll need to receive it back to us unopened and unused, in the original and completely undamaged, re-sellable packaging.

Faulty Item

If the item you have received is faulty, please get in touch with us with a detailed description of the product fault, and a photo if possible.

Allergy Return

In the rare instance you’ve had an allergic reaction to a product, please take a photo of the reaction and discontinue use of the product immediately. Use cool water compresses only on your skin; we don’t recommend using any other products while your skin is in this responsive state. Allergy returns must be less than 20% used upon arrival back with us.

Incorrect Item/Damaged on Arrival

If you have received an item that isn’t what you ordered, or it arrived damaged, please take a photo, and contact us within 7 days of delivery.

Return Instructions

Please contact us through the Contact Us page or email us at customercare@balesenskin.com.au Please include your order number and let the Balense® team know about the issue and why you would like to return your product.

*Note – Balense® products purchased online cannot be returned via a retail outlet, likewise, we do not accept returns for merchandise originally purchased at a retail location. Products purchased at a physical retail location, or anywhere other than on this website, need to be returned to the original place of purchase.