Coronavirus Pandemic Notification

Here at Balense we are doing everything possible to ensure we keep up with the supply and shipping demands of our customers during this Coronavirus pandemic.

We have been working hard with our freighting partners AusPost to ensure shipping is prompt and as efficient as possible however the challenges presented by the pandemic mean there are some delays as our business and our freighting partners adopt additional safety measures to protect our people and our customers. Other factors contributing to delays include fewer domestic flights, international delays and increased volumes as more people start shopping online.

For international customers please keep in mind when tracking your orders there unfortunately won’t be an update until the goods have process through your countries customs. Again due to the increase in online shopping and international shipping there have also been delays in those areas as well.

Please remember that Express shipping options will take priority so that may be a better opting for those customers wanting their goods as soon as possible. We thank you for your patience, understanding and continued support.
~
The Balense Team

Refunds and Returns

For BALENSE® products purchased online:

Forward Scout Enterprises Pty Ltd stand behind every product we sell. If there are any issues with your purchase, we will happily provide a credit* (including tax where applicable) for products returned within 30 days of your purchase date, issued in the original form of payment.

Please Note: To be issued a refund or exchange, the item/s must be returned.

Please download and complete the returns form below and email it through to info@balenseskin.com.au

RETURNING PRODUCTS TO US

Once your request to return a product has been processed and accepted, you will be provided with email confirmation authorising the return.

RETURNING PRODUCTS TO A STOCKIST

For products purchased from a stockist (any clinic or salon), please contact the stockist directly and consult their store policies. All refunds and returns are required to be processed by directly via the place of purchase.

RETURN DELIVERY CHARGES

We will not be responsible for lost, stolen or damaged return deliveries. We recommend that you return the product to us via Registered Post so that the delivery can be tracked, and that you take out shipment insurance.

You may be entitled to a refund equal to the cost of the product only. We will take responsibility for shipping costs to return products to you. However, we reserve the right to charge you for any postage costs incurred for returns, should a refund or exchange be declined or if you’ve changed your mind.

Download online returns form

Shipping

Shipping & Handling Charges are as follows:

For Domestic Australian Orders:

$8.00 for standard domestic shipping, all states within the Australia (free shipping over $75)
$12.00 for Express domestic shipping, all states within the Australia
Sign on Delivery (SOD) option is an added extra at $2.95

For our friends across the ditch in New Zealand:

$20.75 for standard shipping (free shipping over $120)
– Sign on Delivery (SOD) option is an added extra at $5.50
$26.25 for Express Shipping.

For the rest of the International World:

$32.05 for standard shipping.
– Sign on Delivery (SOD) option is an added extra at $5.50
$37.55 for Express Shipping.

The processing time for orders is generally 1-2 business days but please keep in mind that during holidays or limited edition launches, this time may vary. Thank you for your patience.

Same day shipping is not available at this time.

Upon placement of your order, we will send an order confirmation. This also confirms that we have received your order. If you have not received an order confirmation, please verify that you have completed the payment process.

A notification from AusPost will be sent through with a tracking number – PLEASE CHECK YOUR JUNK FOLDERS FOR AUSPOST EMAILS.

DELIVERY TIME

Domestic (Australian) orders are fulfilled through AusPost with an estimated shipment time of 2-5 business days. For regional areas & WA there is an estimated shipment time of 5-10 business day.

International orders are fulfilled through AusPost with an estimated shipment time of 1-2 weeks.
Please note that shipment time is not guaranteed by Balense or AusPost. We are not responsible for any delays that do not result from our error. Balense is not responsible for an order once AusPost has marked it as “Delivered”.

POSSIBLE DELAYS

All shipments may encounter delays due to high volume or bad weather that extends beyond the expected delivery time frame provided by the carrier. International shipments are subject to customs procedures leaving Australia and arriving in the destination country which may cause further delays. While these delays are uncommon, they are a reality of shipping logistics especially with international shipping. Please be advised that tracking scans may no longer update once a shipment has left Australia.

INTERNATIONAL SHIPPING

Shipping charges are based upon the value of your order, the weight of your order and the destination of your order. Once you have your order completed in your shopping cart you can select your destination country to see the shipping options available to you and how much they cost. Orders that are designated for international shipping outside of Australia may be subjected to taxes, customs duties and other fees by the destination country. The recipient is responsible for these fees.
If the purchaser refuses a shipment, they are responsible for any import fees incurred, cost of returning the shipment and the original shipping charges. This amount will be deducted from the merchandise refund plus a 5% restocking fee.
Balense is not responsible for return of shipments or reimbursement of lost packages or damaged products.

CANCELLATIONS

You may email info@balenseskin.com.au by 1:30pm on the day of placing your order to request a cancellation. For any orders placed outside of general business hours, a team member will respond with confirmation of cancellation once business hours resume.

If an order has been shipped, then it is not possible to cancel. Refunds for cancellations may be applied once we provide confirmation.

EXCHANGES

Exchanges cannot be made for products that have been opened or used. If you are exchanging a product due to our error such as an incorrect product, we will cover the return shipping cost. To arrange this, please email info@balenseskin.com.au with your date of product delivery, order number, and product.

If you would like to exchange an unused product for a different item, please contact our customer service for authorisation and return the original product for a full refund minus shipping cost once approval is granted.

We do not cover shipping costs for voluntary exchanges. You do not need to wait for approval before placing any new orders.
Please note returns and exchanges may require up to 10 working days to process.

PROMOTIONS

While we enjoy customer participation, we can only accept one promotion code per order. Promotions are conditional upon quantity and specified time range.