Return & Refund Policy

Last updated: February 2026

Return window

You may request a return within 30 days of delivery. Requests made after 30 days cannot be accepted.

Hygiene rule for eye masks

Eye masks are worn directly against the face. For the safety of every customer, opened or used masks cannot be resold and are therefore not eligible for return unless the item is faulty, damaged in transit, or not what you ordered.

Eligible returns

• Unopened items in their original, unbroken packaging.
• Faulty items, including leaking gel inserts, broken straps or torn fabric.
• Items damaged in transit, reported within 7 days of delivery with photographs.
• Incorrect items sent by us.

Non-returnable items

• Opened or used masks in the absence of a fault.
• Items returned without a return authorisation.
• Items marked final sale or clearance.
• Gift cards.

How to start a return

1. Email Return@Balancednutra.store with your order reference, the item, and the reason.
2. We reply with a return authorisation and the return address, usually within one business day.
3. Pack the item securely and post it with a tracked service.

Return shipping costs

Return postage is paid by the customer for change-of-mind returns. We cover return postage where the item is faulty, damaged in transit, or incorrect.

Refunds

Once your return is received and inspected, we email you the outcome. Approved refunds are issued to the original payment method within 5-10 business days of approval, depending on your bank. Original shipping charges are refunded only where the item was faulty or incorrect.

Exchanges

The quickest way to exchange is to return the eligible item for a refund and place a new order for the mask you want.

Cancellations

Orders can be cancelled free of charge before they enter processing. Email us as soon as possible with your reference.