Refund policy

1. Replacement-Only Policy

At Balvinto, we aim to provide our customers with quality products and a reliable shopping experience.

We do not accept returns or provide refunds for change-of-mind purchases, including situations where a customer no longer wants the product, ordered the product by mistake, changed their preference, or simply does not like the product.

For eligible product issues, including verified damaged, defective, incorrect, or materially different products, Balvinto will provide a replacement in accordance with this policy.

Nothing in this policy excludes or limits any rights or remedies that cannot legally be excluded under applicable law.

At Balvinto, we aim to provide our customers with quality products and a reliable shopping experience.

We do not accept returns or provide refunds for change-of-mind purchases, including situations where a customer no longer wants the product, ordered the product by mistake, changed their preference, or simply does not like the product.

For eligible product issues, including verified damaged, defective, incorrect, or materially different products, Balvinto will provide a replacement in accordance with this policy.

Nothing in this policy excludes or limits any rights or remedies that cannot legally be excluded under applicable law.

2. When Is a Replacement Available?

A replacement may be provided only when the product received has a verified issue covered by this policy.

Eligible situations include:

 

• The product was damaged during transit.

• The wrong product was delivered.

• The product is defective or has a genuine manufacturing defect.

• An essential part or accessory advertised as included is missing.

The product received is materially different from the product ordered or described on the product listing.

All replacement requests are subject to verification and approval by Balvinto.

 

3. Damaged Product

If your product arrives damaged, you must contact us within 48 hours of delivery.

Please provide:

• Your order number

• Clear photographs of the product

• Clear photographs of the outer packaging

• A clear photograph of the shipping label

• A complete and uninterrupted unboxing video

The damage must be verified before a replacement is approved.

 

4. Wrong Product Received

If you receive a product that is different from the product you ordered, please contact us within 48 hours of delivery.

You may be required to provide:

 

• Your order number

• Photographs of the product received

• Photograph of the shipping label

• A complete unboxing video

• Any additional information reasonably required to verify the issue

Once the issue is verified, an eligible replacement will be arranged.

Please do not use, repair, modify, or dispose of the damaged product or its original packaging until your claim has been reviewed

 

5. Defective Product

If the product has a genuine manufacturing or functional defect that was present when delivered, please contact us within 7 days of delivery, unless a longer period is required by applicable law or a separate manufacturer warranty applies.

We may request clear photographs or a video demonstrating the defect so that we can verify the issue.

Damage caused by misuse, accidental damage, improper installation, unauthorized modification, or normal wear and tear is not considered a manufacturing defect.

 

6. Unboxing Video Requirement

For damaged, incorrect, missing-item, or packaging-related claims, customers are strongly required to record an uninterrupted unboxing video.

The video should:

• Begin before opening the package.

• Clearly show the shipping label.

• Show all sides of the package.

• Show the condition of the package before opening.

• Show the package being opened continuously.

•Clearly show the product and its accessories.

• Clearly show any damage, defect, or incorrect product received.

The video should not be edited, cut, manipulated, or otherwise altered.

An unboxing video helps us verify transit damage and incorrect-delivery claims. However, the absence of a video does not automatically remove any rights or remedies that cannot legally be excluded under applicable law.

 

7. Time Limit for Reporting an Issue

Customers must contact Balvinto within the following periods:

Damaged, wrong, or missing product: Within 48 hours of delivery.

Manufacturing or functional defect: Within 7 days of delivery, unless a longer period is required by applicable law or a separate warranty applies.

Claims submitted after these periods may not be accepted where legally permitted.

 

8. Evidence Required

To process a replacement request, customers may be required to provide:

 

• Order number

• Customer name

• Registered email address or phone number

• Clear photographs of the product

• Clear photographs of the packaging

• Shipping label photograph

• Unboxing video

• Video demonstrating a functional defect, where applicable

• A description of the issue

• Any additional information reasonably required to verify the claim

Providing photographs or videos does not automatically guarantee approval of a replacement

 

9. Verification of Replacement Requests

Every replacement request is subject to verification.

Balvinto may review the following:

• Order details

• Product details

• Photographs and videos

• Shipping information

• Packaging condition

• Product serial number, batch number, or other identifying information, where applicable

• Fulfillment and shipping records

Information provided by our suppliers or logistics partners

 

10. Cases Not Eligible for Replacement

A replacement will generally not be provided for issues caused by:

• Change of mind

• Personal preference

• Accidental ordering

• Misuse or improper use

• Negligence

• Accidental damage after delivery

• Normal wear and tear

• Improper installation

• Unauthorized repair or modification

• Water or liquid damage where the product is not designed to withstand it

• Cosmetic damage caused after delivery

• Failure to follow product instructions

• Missing accessories caused after delivery

• Damage caused by the customer

• Any fraudulent, false, misleading, or manipulated claim

This does not affect any rights or remedies that cannot legally be excluded under applicable law.

 

11. Product Condition

If Balvinto requires the product to be returned for inspection, the customer must follow the return instructions provided by Balvinto.

Where applicable, customers should retain:

• Original product

• Original packaging

• Accessories

• Manuals

• Labels

• Invoice or packing documents

Do not send any product back without receiving return instructions from Balvinto.

12. Replacement Shipping

If a replacement is approved because the product was damaged during transit, the wrong product was delivered, or the issue was otherwise caused by Balvinto or its fulfillment process, Balvinto will arrange the replacement process and cover the applicable replacement shipping costs, subject to applicable law.

Replacement availability is subject to product availability.

 

13. If the Replacement Product Is Unavailable

If the exact replacement product or variant is unavailable, Balvinto may offer an appropriate alternative product or another remedy as required by applicable law.

Where replacement is impossible or another remedy is legally required, the applicable remedy will be provided in accordance with applicable law.

 

14. Refunds

Balvinto's standard resolution for eligible product issues is replacement rather than a refund.

Refunds are not provided for change-of-mind purchases or other situations where a refund is not legally required.

If replacement is unavailable, impossible, or applicable law requires a refund or another remedy, Balvinto will provide the remedy required by applicable law.

 

15. Order Cancellation

If you wish to cancel an order, please contact Balvinto as soon as possible after placing your order.

Orders may be processed or sent to our fulfillment partners shortly after purchase. Therefore, cancellation cannot be guaranteed once an order has entered processing or shipping.

If an order has already been shipped, this Replacement Policy will apply to any eligible product issue.

 

16. Delivery Issues

If your order shows as delivered but you have not received it, please contact us as soon as possible.

We may work with our shipping carrier or fulfillment partner to investigate the delivery status.

Please retain any relevant shipping information, delivery notifications, and other documents related to the shipment.

 

17. Third-Party Suppliers and Fulfillment Partners

Balvinto works with third-party suppliers and fulfillment partners to process and ship certain products.

Products may therefore be shipped from different fulfillment locations depending on the product and destination.

Regardless of the fulfillment location, Balvinto remains your point of contact for eligible replacement requests.

We will coordinate with our suppliers and logistics partners where necessary to investigate and resolve eligible claims.

 

18. Fraud Prevention

Balvinto reserves the right to investigate suspicious or potentially fraudulent replacement requests.

This may include:

• Edited or manipulated photographs or videos

• False information

• Deliberately damaged products

• Returning a different product

• Repeated unsupported claims

• Removing or altering serial numbers or product identification

• Attempting to obtain multiple replacements for the same issue

Where permitted by law, fraudulent claims may be rejected and appropriate action may be taken

 

19. Manufacturer Warranty

Some products may be covered by a separate manufacturer's warranty.

Where a manufacturer warranty applies, its terms, duration, coverage, and claim procedure may differ from this policy.

Please check the individual product listing for warranty information before placing your order.

 

20. Return Instructions

If a return is required as part of an approved replacement process, Balvinto will provide the customer with the appropriate return instructions and return address.

Customers must not send products directly to the supplier, manufacturer, or any address printed on the package without prior instructions from Balvinto.

 

21. Replacement Processing Time

Once we receive all required information and complete the verification process, we will communicate the outcome of the replacement request as soon as reasonably practicable.

If a replacement is approved, dispatch time will depend on product availability, fulfillment processing, and shipping conditions.

Delivery times may vary depending on the destination and fulfillment location.

 

22. Contact Us

For replacement requests or questions regarding an order, please contact us:

 

Email: Balvinto@gmail.com