Refund policy
Be Balance – Return & Refund Policy
Last updated: September 10, 2025
At be balance, we prioritize product safety, quality, and customer satisfaction. Our products are dietary supplements (matcha with collagen) and are regulated under UAE law.
According to UAE regulations, food, dietary supplements, and consumable products cannot be returned or exchanged once sold, except in the limited circumstances outlined below.
1. No Returns or Exchanges
-
For health and safety reasons, and in compliance with UAE law, we do not accept returns or exchanges of our products after purchase.
-
Once the product has been delivered, it cannot be returned due to change of mind, personal preference, or if it has been opened or used.
2. Defective, Damaged, or Incorrect Products
We will replace or refund your order only if:
-
The product you received is defective or damaged upon delivery, or
-
You received the wrong product by mistake.
To qualify:
-
You must notify us within 48 hours of delivery by emailing info@be-balance.com.
-
You may be asked to provide proof of the issue (e.g., photos or videos).
-
The product must remain unopened and in its original packaging, unless the defect is only visible after opening.
3. Refund Method
-
If your claim is approved, we will issue a refund to your original method of payment or provide a replacement product.
-
Refund processing time may vary depending on your payment provider.
4. Shipping Costs
-
If the return is due to our error (defective, damaged, or incorrect product), we will cover the shipping costs.
-
Otherwise, shipping fees are non-refundable.
5. Compliance with UAE Law
This policy is in line with the UAE Consumer Protection Law and relevant food safety regulations.
6. Contact Us
For any return or refund inquiries, please contact us:
info@be-balance.com
Bin Dasmal Group - Al Quoz Head Office, Dubai, UAE