Refund policy

Last Updated: March 2, 2026

1. General Policy

Because all Balala products are print-on-demand and custom-made especially for you, we generally do not accept returns or issue refunds for change of mind. Each item is created only after you place your order.

However, your satisfaction is important to us. This policy explains how we handle issues with your order.

2. Important: 24-Hour Cancellation Window

You have 24 hours from order placement to cancel or modify your order. To cancel within this window:

Email us immediately at support@balala.land
Include your order number

After 24 hours, orders enter production with our partner and cannot be canceled, modified, or returned for change of mind.

3. Damaged, Defective, or Incorrect Items

3.1 What We Cover

We will provide a refund or replacement (at our discretion) for:

Items damaged during shipping
Items with print defects (blurred images, misprints, significant quality issues)
Wrong items received (different product, size, or color than ordered)
Missing items from a multi-item order

3.2 What We Do Not Cover

We do not cover issues arising from:

Normal variations in print placement (up to 1-2 cm)
Color variations due to monitor settings or printing equipment
General wear and tear
Damage caused by improper care or washing
Customer-provided incorrect size or product choices

4. How to Report an Issue

4.1 Reporting Window

To be eligible for resolution, you must report any issue within 14 days of delivery. Reports after 14 days may not be accepted.

4.2 Required Information

To report a problem, email us at support@balala.land with:

Your order number
Clear photos showing the issue (for defects/damage)
Photo of the package label/shipping label (for shipping damage)
Brief description of the problem

4.3 Example: For print defects, please photograph the affected area clearly. For wrong items, photograph the item received versus what you ordered.

5. Our Resolution Process

5.1 Step 1: Customer Reports Issue

You provide the required information within 14 days of delivery.

5.2 Step 2: Verification

We will review your report and, if needed, forward the information to our production partner (TPOP) for verification. This helps us ensure quality issues are addressed at the source.

5.3 Step 3: Decision

Based on verification, we will:

Approve replacement: We will arrange for a new item to be printed and shipped at no cost to you
Approve refund: We will issue a full refund to your original payment method (typically 5-10 business days to appear)
Deny claim: If the issue does not qualify under this policy, we will explain why

We process refunds and replacements only after verification with our production partner. This protects us from fraudulent claims and ensures quality issues are properly addressed.

6. Refund Timeline

If your refund is approved:

Refunds are processed within 5 business days of approval
The credit will appear on your statement based on your payment provider's processing times (typically 5-10 business days)
You will receive a confirmation email when your refund is processed

7. Replacements

If a replacement is approved:

The new item will enter production immediately
You will receive a new shipping confirmation with tracking when it ships
Replacement items are subject to the same shipping timeframes as original orders

8. Non-Return of Defective Items

You do not need to return defective or incorrect items to us. We will ask for photos as evidence, but you may keep or dispose of the original item. This saves you return shipping costs and reduces environmental waste.

9. Chargebacks

If you dispute a charge with your bank or payment provider (chargeback) before contacting us, you agree to waive your right to resolution under this policy. Please always contact us first—we want to resolve your issue directly.

10. Exceptions

In rare cases, at our sole discretion, we may make exceptions to this policy (for example, during extreme circumstances). Any exceptions are case-by-case and do not create ongoing obligations.