Last updated: 14 November 2026
Thank you for shopping with Balantique. We want you to be happy with every order, and we want returning an item to be simple and fair if something is not right.
This Refund & Returns Policy applies to all goods bought from balantique.com by consumers in the United Kingdom. Balantique is a trading name of Baddest, a business registered in the Netherlands. This policy explains:
This policy is written to comply with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. Nothing in this policy limits or removes your statutory rights as a consumer. If any part of this policy conflicts with your legal rights, your legal rights take priority.
In this policy, “we”, “us” and “our” mean Balantique / Baddest. “You” means the person who placed the order. “Goods” means the products you bought from us. “Business days” means Monday to Friday, excluding UK bank holidays.
| Situation | What you can do | Time limit |
|---|---|---|
| You changed your mind | Cancel and return the goods for a refund | Tell us within 14 days of receiving your goods, then send them back within 14 days of telling us |
| Goods are faulty or not as described | Reject for a full refund, or ask for a repair or replacement | Full refund if rejected within 30 days of delivery; legal rights for up to 6 years (5 in Scotland) |
| Goods arrived damaged | Request a replacement or a refund | Contact us as soon as possible, ideally within 7 days of delivery |
| Wrong item received | Request the correct item or a refund | Contact us as soon as possible, ideally within 7 days of delivery |
| Parcel lost or never delivered | Replacement or full refund | Contact us if it has not arrived within the delivery window |
| Cancel before dispatch | Full refund | Contact us as soon as possible |
| Refund payment | Original payment method | Within 14 days of the refund trigger (see section 11) |
When you buy online, you have the legal right to cancel your order for any reason, or no reason at all, during the cancellation period.
You must tell us clearly that you want to cancel. The simplest way is to email info@balantique.com with:
You may also use the model cancellation form below, but you do not have to. If you contact us by email, we will acknowledge your cancellation by email. Please keep this acknowledgement. To meet the deadline, it is enough that you send your cancellation before the 14 days end.
Model cancellation form (optional):
To Baddest (Balantique), info@balantique.com:
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: [item(s) and order number].
Ordered on [date] / received on [date].
Name: [your name].
Address: [your address].
Signature (only if sent on paper): [signature].
Date: [date].
After you tell us you want to cancel, you must send the goods back to us without undue delay and in any case within 14 days of the day you told us. Goods are treated as returned in time if you post them before this 14-day period ends.
Step 1 – Contact us first. Email info@balantique.com with your order number and the reason for the return. Please include photographs if the item is damaged or faulty. We will confirm your return and send you a return reference number. Please send your return to our returns address in the Netherlands: Balantique Returns, Leiwater 86, 2715 BD Zoetermeer, Netherlands.
Important: please contact us before you send a return. Returns sent without contacting us first may be delayed or lost, and we cannot accept responsibility for them.
Step 2 – Pack the item carefully. Return the goods in their original packaging where possible, with all parts, accessories, instructions, tags and any free gifts that came with the order. Pack securely so the item is not damaged in transit.
Step 3 – Write your reference on the parcel. Include your order number and return reference inside the parcel, with a note of your name and email address.
Step 4 – Post it back. Use a tracked and insured postal service and keep your proof of postage until your refund is confirmed.
Step 5 – We inspect and confirm. When your parcel arrives we will inspect it and email you to confirm the outcome and refund. We usually do this within 3–5 business days of receipt.
| Reason for return | Who pays return postage |
|---|---|
| Change of mind / no longer wanted | You pay the direct cost of returning the goods |
| Faulty, damaged or not as described | We pay (or reimburse) the reasonable cost of returning the item |
| Wrong item sent by us | We pay (or reimburse) the reasonable return cost |
We are telling you about the return cost for change-of-mind returns before you buy, as required by the 2013 Regulations. Our returns address is in the Netherlands, so a return from the UK is sent by international post. For larger items such as the Reformer Pro the return cost may be significant, so please ask us for an estimate before you post it if you are unsure. We recommend choosing a tracked service, as you are responsible for the goods until they reach us when you return them for change of mind.
If we reimburse a return cost, we will ask you for the receipt or proof of postage. We will reimburse a reasonable standard-service cost, not premium or express services unless we agreed in advance.
Please take reasonable care of the goods while they are with you. You are welcome to open and inspect the goods, much as you could in a shop, to decide whether to keep them.
If the goods are returned in a condition that shows they were used beyond what was needed to inspect them, or they are damaged or incomplete because of your handling, we may reduce your refund by a fair amount to reflect the loss in value. We will explain any deduction by email.
Examples of what may result in a deduction:
You will not be charged for normal handling needed to inspect the item. If we believe goods are in a condition that we cannot accept at all, we will contact you before taking any action and explain your options.
For safety and hygiene reasons, please return items clean, dry and in their original packaging.
Under the 2013 Regulations, the right to cancel does not apply to certain goods. These include:
Where such an item is shown on a product page, we will say so. These exceptions do not apply if the goods are faulty, damaged, incorrect or not as described — in those cases you keep your full legal rights.
Under the Consumer Rights Act 2015, all goods we sell must be:
If the goods are faulty, you can reject them within 30 days of delivery and receive a full refund. You do not have to accept a repair or replacement instead. The 30 days is a legal minimum; the time limit is paused while goods are with us for repair or replacement.
After the 30-day period, or if you prefer, you are entitled to ask for a repair or replacement at no cost to you. We will choose the option unless it is impossible or disproportionate compared with the other. Repairs or replacements will be done within a reasonable time and without significant inconvenience to you.
If we cannot repair or replace the item within a reasonable time and without significant inconvenience, or if the first attempt fails, you can ask for a price reduction or use the final right to reject and obtain a refund. If you reject after more than 6 months, we may deduct an amount to reflect the use you have had of the goods.
During the first 6 months after delivery, a fault is presumed to have been present at the time of delivery unless we can prove otherwise. After 6 months, you may be asked to show that the fault was present at delivery.
You can generally bring a legal claim for up to 6 years from delivery in England, Wales and Northern Ireland, and 5 years in Scotland (from when you became aware of the problem). Goods are not expected to last indefinitely, so what counts as a reasonable lifespan depends on the product.
Normal wear and tear, damage caused by misuse, accidents, incorrect installation, failure to follow instructions or unauthorised repairs are not faults in the goods. This does not affect your rights where the product is genuinely defective.
Email info@balantique.com and include:
We may ask you to return the item for inspection. If we do, we will pay the reasonable return cost or arrange collection. We will respond within 2 business days and aim to resolve valid claims promptly.
If you are entitled to a refund, we will pay it within 14 days of agreeing that you are entitled to it. We will not wait for the goods to arrive back if you have already supplied clear evidence of the fault.
Please check your parcel when it arrives. If an item is damaged, broken or has a defect when you open it, contact us as soon as possible, ideally within 7 days of delivery. Send photographs of:
Keep the packaging until we have confirmed the outcome. We will, at your choice, replace the item or refund you in full, including the delivery charge if one was paid.
If we send you the wrong product, size, colour or quantity, tell us as soon as possible with a photograph. We will send the correct item at no cost or refund you, and we will cover the cost of returning the wrong item. In many cases you will not need to return a low-value wrong item; we will tell you.
If a part or accessory listed in the product description is missing, contact us with your order number and a photograph of everything you received. We will send the missing part where available or offer a refund or replacement.
Large orders may arrive in more than one parcel. Before reporting missing items, please check your tracking and confirmation emails. If a parcel is marked delivered but items are missing, contact us and we will investigate.
The “ideally within 7 days” guidance helps us investigate with the carrier quickly. It does not reduce your legal rights, including your right to reject faulty goods within 30 days.
| Situation | Refund will be made |
|---|---|
| Change of mind (goods returned) | Within 14 days of the day we receive the goods back, or the day you give proof that you sent them back, whichever is earlier |
| Change of mind (goods not yet delivered) | Within 14 days of the day you told us you want to cancel |
| Faulty goods rejected | Within 14 days of agreeing you are entitled to a refund |
| Order cancelled before dispatch | Normally within 3–5 business days |
| Out-of-stock or cancelled by us | Promptly, and within 14 days |
We refund using the same payment method you used to pay (card, Apple Pay, Google Pay, Shop Pay and so on). We cannot refund to a different card or account. We never charge a fee for processing a refund.
Once we issue your refund, your bank or payment provider may take an additional 3–10 working days to show the money. If you have not seen it after that time, please check with your bank first and then contact us.
If you used a discount code or promotion, we refund the amount you actually paid for the returned items. If a discount depended on buying a minimum amount or a bundle, and returning part of the order means the conditions are no longer met, we may adjust the refund accordingly. Free gifts that came with an order should be returned with the main item; if not, we may ask you to return it or deduct a fair value.
A partial refund may apply if goods are returned in a condition that has reduced their value because of your handling (see section 6), or where part of an order only is returned.
We will email you when a refund has been issued. Please keep an eye on your junk folder in case the email is filtered.
We do not currently offer a direct exchange service. If you would like a different product, size or variant, please return the original item under this policy and place a new order for the item you want. This is the fastest way to get the replacement you want, especially for in-demand items.
If your item is faulty and you want the same product, we will arrange a replacement under section 8.
If your order has not been dispatched, email info@balantique.com as soon as possible with your order number. If the order has not yet been dispatched by our fulfilment partner, we will cancel it and refund you in full. If it has already been dispatched, we cannot stop it, but you can still cancel and return the goods under section 3 once received.
We may cancel or refuse an order, in full or in part, in situations such as:
We will tell you as soon as possible and refund any payment you have made in full.
The right to cancel belongs to the person who placed the order. If you have received a gift, please ask the purchaser to contact us, or contact us yourself with the order number and the purchaser’s name. We will help wherever we can. Refunds are always paid to the original payment method, so the purchaser will receive the refund.
If you have a problem with an order, please contact us first. We will try to fix it quickly. You also keep any rights you may have through your card provider or under Section 75 of the Consumer Credit Act 1974 (for credit card purchases between £100 and £30,000). Fraudulent or unjustified chargebacks may be disputed by us with evidence of the order and delivery.
If you are unhappy with how we have handled your return or refund, email info@balantique.com with the subject “Complaint” and your order number. We will:
If we cannot resolve your complaint, you may seek free advice from Citizens Advice (England, Wales and Northern Ireland) or Advice Direct Scotland, or contact your local Trading Standards office. You may also consider an alternative dispute resolution (ADR) provider; we are not obliged to use ADR but will consider doing so. You always have the right to go to court.
We may update this policy from time to time. The version on our website when you place your order applies to that order. This policy is governed by the laws of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts and rely on the mandatory consumer protection laws of where you live.
For any question about returns or refunds, contact us at info@balantique.com or +31 6 11282267 during customer service hours. Please include your order number so we can help you faster.
Company Information:
Store Name: Balantique
Registered Business Name: Baddest
Business Registration Number (KVK): 56991762
Business Address: Leiwater 86, 2715 BD Zoetermeer, Netherlands
(This is our registered business address and our returns address. It is not a visitor address.)
Returns address: Balantique Returns, Leiwater 86, 2715 BD Zoetermeer, Netherlands
Email: info@balantique.com
Phone: +31 6 11282267
Customer Service: (UK Time)
Monday - Friday: 9:00 AM – 6:00 PM
We aim to respond to all enquiries within 2 business days.
