Refund and Returns Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with all original tags attached, and in its original packaging. You will also need your receipt or proof of purchase.
How to Start a Return
To request a return, please contact us at service@balkanbrand.com.
Returns must always be requested and approved by email before being sent back. Once your return request has been approved, we will send you:
- Return instructions;
- The correct return address;
- A return form to include with your package.
Items sent back to us without first requesting a return will not be accepted.
Please note that the return address may differ from the address shown on the original parcel.
Always use the return address provided in our return instructions.
Returning Your Item
Once your return request has been approved, you may send your item back according to the instructions provided.
Please note the following:
- Return shipping costs are the responsibility of the customer.
- Returns must be sent using a tracked shipping service. We strongly recommend sending your return by registered (signed-for) mail whenever possible.
- After shipping your return, you must email us the tracking number or tracking link so we can monitor the shipment.
- Until the returned package has been successfully delivered to our return address, it remains the responsibility of the customer.
- If a return shipment is lost, delayed, or damaged during transit and no valid tracking information has been provided, the return remains at the customer's own risk. BalkanBrand cannot issue a refund for returns that are not received.
Damages and Issues
Please inspect your order immediately upon delivery.
If your item is defective, damaged, or if you receive the wrong item, please contact us immediately at service@balkanbrand.com so we can evaluate the issue and resolve it as quickly as possible.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, including:
- Custom-made or personalized products;
- Gift cards;
- Perishable goods (such as food, flowers or plants);
- Personal care products;
- Hazardous materials, flammable liquids or gases.
If you are unsure whether your item qualifies for a return, please contact us before requesting a return.
Unfortunately, sale items, outlet items and gift cards cannot be returned or refunded, unless required by applicable consumer law.
Exchanges
We do not offer direct exchanges.
If you would like a different size or item, please return your original purchase in accordance with this Returns & Refund Policy. Once your return has been received, inspected and approved, we will issue a refund to your original payment method.
You are welcome to place a new order for the desired size or item at any time. This is generally the fastest way to receive your preferred item, as we do not reserve or exchange stock.
Order Cancellation Policy
Customers may request to cancel their order within 24 hours of placing it.
While we will do our best to accommodate cancellation requests made after this period, we cannot guarantee that an order can still be canceled once processing, production or shipping has begun.
If an order has already entered production, been processed or shipped, cancellation may no longer be possible and the order will instead be subject to this Returns & Refund Policy.
To request a cancellation, please contact us as soon as possible at service@balkanbrand.com.
Refunds
Once we have received and inspected your return, we will notify you whether your refund has been approved.
If approved, your refund will automatically be issued to your original payment method.
Please allow up to 10 business days after approval for your refund to be processed. Depending on your bank or payment provider, it may take additional time before the refund appears in your account.
If more than 15 business days have passed since your refund was approved, please contact us at service@balkanbrand.com.
