7. Returns and Refunds Policy

BALU Essentials takes care when preparing and packaging orders.

We encourage customers to review product descriptions, ingredients and product information before purchasing.

7.1 Change-of-Mind Returns

BALU Essentials does not generally accept returns or offer refunds for change-of-mind purchases.

This includes situations where a customer:

• Changes their mind after purchasing.

• Orders the wrong product.

• No longer requires the product.

• Dislikes the fragrance or scent preference.

• Decides the product is not personally suitable.

Due to the personal-care and fragrance nature of our products, opened, used or unsealed items are not accepted for change-of-mind returns.

Any return accepted outside our legal obligations must be approved by BALU Essentials before the item is sent back.

7.2 Faulty, Damaged or Incorrect Orders

If an item arrives damaged, faulty, defective or different from the product ordered, please contact us at hello@baluessentials.com.

Please provide:

• Your order number.

• A description of the issue.

• Photographs of the product or packaging where appropriate.

We will assess the issue and arrange an appropriate remedy in accordance with Australian Consumer Law.

Depending on the circumstances, this may include a refund, replacement or other remedy required by law.

Where a product is confirmed to be faulty or incorrectly supplied, we will arrange an appropriate return or replacement process.

7.3 Australian Consumer Law

BALU Essentials complies with the Australian Consumer Law.

Our products come with consumer guarantees that cannot be excluded.

If a product does not meet an applicable consumer guarantee, customers may be entitled to a refund, replacement or other remedy depending on the nature of the issue.

Nothing in this policy limits or excludes customers' rights under Australian Consumer Law.

7.4 Refund Processing

Approved refunds will generally be issued to the original payment method.

Processing times may depend on the payment provider or financial institution.

BALU Essentials is not responsible for delays caused by third-party payment processing services.

8. Order Cancellations

Customers wishing to cancel an order should contact BALU Essentials as soon as possible.

Where an order has not been dispatched, we will endeavour to accommodate reasonable cancellation requests.

Once an order has been dispatched, cancellation may no longer be possible.

Any applicable statutory cancellation rights remain unaffected.