Refund policy

Complaints and exchanges
Effective from 02.10.2026 · Summary of the rules in §11–§12 of the B2B Terms of Sale

We do not accept returns

LaBalancia sells to businesses only (B2B). The Partner has no right to withdraw from the contract and no right to return the Goods. This rule applies to:

• wholesale and dropshipping orders,
• all Goods – including reduced, promotional and campaign Goods.

Goods free from defects cannot be returned or exchanged. An order, once placed, cannot be cancelled. Goods sent back without our consent will not be accepted.

When we exchange Goods

We exchange Goods that:

• are defective, damaged or do not meet quality standards,
• were shipped in error (wrong style, colour or size),
• did not arrive in full (items missing from the parcel).

The shade of the Goods may differ slightly from that shown in the photographs due to the individual settings and parameters of the device’s screen, lighting or the natural properties of the material (e.g. corduroy or velour). Such differences are not a defect of the Goods and are not grounds for a complaint (§12(8) of the Terms).

How to submit a complaint

1. Inspect the Goods as soon as you receive them.
2. Report the problem within 7 days of delivery to kontakt@labalancia.com.
3. State the order number, describe the problem and attach photographs of the Goods and the label. Reports submitted after the deadline will not be considered.
4. If the complaint is justified, we will send you return instructions – LaBalancia covers the cost of returning the defective Goods.

We process complaints within 14 days of receiving a complete report.

What you receive

Once the complaint has been accepted, in this order:

1. an exchange for identical or equivalent Goods, if available;
2. if an exchange is not possible – Balance credited to your account equal to the price of the Goods, to be used on future orders;
3. in exceptional cases – a refund of the price of the Goods.

Damage in transit

If the parcel shows signs of damage, draw up a damage report in the presence of the courier and report the damage on the same day, at the latest within 24 hours. Without a damage report, a complaint concerning transport damage will not be accepted.

Dropshipping – returns from your customers

You are the seller towards the end customer. You handle withdrawals from contracts and consumer returns yourself – such Goods do not come back to LaBalancia. If your customer received defective or incorrect Goods, report it to us within 7 days of delivery.