Refund 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 tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello.thetruebalance@gmail.com

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can contact us for any return questions at hello.thetruebalance@gmail.com

Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 Day Cooling Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello.thetruebalance@gmail.com

Returns & Refund Policy – The True Balance

At The True Balance, your satisfaction is our priority. We want you to love your purchase, but if something isn’t right, we’re here to help. Please read our policy carefully before making a purchase.

Change of Mind

We do not offer refunds for change of mind. If you change your mind about your purchase, we’re happy to provide an exchange or store credit (valid for 90 days) once the item has been returned in original condition — unused, unwashed, and in its original packaging.

Returns

You may return items within 30 days of receiving your order.
To be eligible for a return:

• The item must be unused, unwashed, and in original packaging with tags attached.

• Proof of purchase (such as your order number) must be provided.

• For hygiene reasons, certain items (like massage accessories or personal care products) cannot be returned unless faulty.

Faulty or Damaged Items

If you’ve received a faulty or damaged product, please contact us within 7 days of delivery with photos and a brief description of the issue. Once inspected and approved, we’ll offer you a replacement, exchange, or refund.

Refunds

Refunds are only issued for faulty, damaged, or incorrect items.
Once your return is received and inspected, we’ll notify you by email. Approved refunds will be processed back to your original payment method within 5–7 business days.
Shipping costs are non-refundable unless the item is confirmed faulty or damaged.

Exchanges

If you ordered the wrong size or product, we can arrange an exchange if stock is available. Customers are responsible for return shipping costs unless the product is faulty or incorrect.

Shipping Your Return

To return your item, please contact our team at hello.thetruebalance@gmail.com