Refund policy

Returns & Exchanges Policy

We want you to love your Balcony the Brand purchase! 

But if something isn’t quite right, here’s how returns work:

Returns:

We accept returns within 14 days of delivery.
Items must be unused, in original condition, with all tags and packaging intact.
Returns must be approved before sending — please email us first.
Note: Customers are responsible for return postage and re-shipping costs.

Exchanges:

Happy to offer exchanges for another colour or size (subject to availability).
Exchange requests must be made within 14 days of delivery.

Faulty items:

If your item arrives faulty or damaged, please contact us within 7 days of receiving your order.
Include your order number and clear photos so we can resolve this quickly.
In this case, we’ll cover return postage and offer a replacement or refund.

What we can’t accept:

Change-of-mind returns on used items.
Items returned without prior contact.
Sale or discounted items (unless faulty).

Return shipping:

Return postage is the responsibility of the customer for change-of-mind returns. We recommend using a tracked service, as we can’t be responsible for items lost in transit

Refunds:

Once your return is received and approved, refunds will be processed to your original payment method within 5–7 business days.

We’re a small brand and truly appreciate your understanding — if you have any questions at all, just reach out.