Refund policy



1. Requesting an Exchange or Refund

Requests for exchanges and refunds must be made within 50 business days from the product’s shipment date via our customer service email: info@ballagrio.com. Unfortunately, we cannot process exchanges or refunds after this period.

  • We take full responsibility for refunds related to misdelivered or defective products and will prioritize these cases.
  • Refunds may be partial depending on the condition of defective products, as determined by Ballagrio.
  • Refunds will be issued either to the original payment method or as store credit.
  • If the requested exchange item is out of stock or discontinued, it will be processed as a refund.

 

2. Requirements for Exchange or Return

To request an exchange or return, please email info@ballagrio.com with the following details:

  • Order Number
  • Reason for return (see eligible reasons below)
  • Photos of the item (for damage-related returns, provide clear images showing cracks, container defects, leakage, etc.)
(1) Eligible Reasons for a Refund

✅ Order cancellation request within 24 hours of payment
✅ No tracking number or order remains in [Preparing Products] status for more than 10 days without prior notice from Customer Service
✅ Wrong or unordered item received

For a return to be eligible, the product must be new, unopened, and unused, with its original packaging intact. Any free gifts must also be returned in their original condition.

(2) Ineligible Cases for a Refund

❌ Change of mind (e.g., size, color, or other preferences)
❌ Undelivered orders due to incorrect shipping information provided by the buyer
❌ Damage or deformation due to customer misuse or responsibility
❌ Opened products or those with removed tags, labels, or sealing stickers
❌ Orders returned due to refusal to pay customs duties, taxes, or other delivery-related charges

 

3. Refunds for Failed Delivery

If delivery fails for reasons beyond Ballagrio's responsibility, the round-trip shipping fee will be deducted from the refund amount. (Note: Free shipping does not mean free returns. This deduction applies in all cases.)

Refunds will be issued after the return is received in cases such as:

  • Incorrect address: Buyer provided wrong shipping details.
  • Moved address: Buyer changed addresses but did not update it before ordering.
  • Absence: Buyer was unavailable to receive the package.
  • Refused delivery: Buyer refused to accept the parcel.
  • Unclaimed package: Buyer failed to complete customs clearance.

 

4. Returns Due to Product Dissatisfaction (If Applicable)

As Ballagrio’s products are cosmetics, results may vary by individual. If you experience abnormal reactions such as skin irritation, stop using the product immediately.

  • Submit before-and-after photos of your skin condition along with a medical certificate or prescription from a hospital or pharmacy.
  • If supporting documents are not provided, the request may be classified as a general complaint and a return may not be possible.
  • Upon verification, we will assist with the return and refund process.

 

5. Non-refundable Shipping Costs

For returns due to reasons not caused by Ballagrio, return shipping costs are the buyer’s responsibility.

  • Initial shipping charges are non-refundable.
  • Return shipping costs and processing times may vary based on location.
  • If returning an item valued at over $75, consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee refunds for items lost during return shipping.

 

6. Refunds for Combined Orders

  • If a customer purchases multiple items, they will be shipped together.
  • If any item becomes out of stock before shipment, we will refund the out-of-stock product and ship the remaining items.
  • For partial returns of multi-item orders, return shipping costs are the buyer’s responsibility. A partial refund will be issued once the returned item is received by Ballagrio.


By completing an order, you agree to these terms. Ballagrio is not responsible for any issues resulting from failure to review this policy. For any questions or concerns, please contact us at info@ballagrio.com.