Section 1: Introduction

 

Welcome to Balance, operated by Wellbeing Places Limited (“we”, “us”, “our”). These Terms of Sale apply when you purchase goods from us through our website, www.beinbalance.uk or any other sales channel we operate.

 

By placing an order, you agree to be bound by these Terms. Please read them carefully before purchasing.

 

We are:

 

Wellbeing Places Limited T/A “BALANCE”

Company Number: 11342583

Registered Office: Dawson House, 5 Jewry Street, London, EC3N 2EX, United Kingdom

VAT Number: GB 353 6864 71

Email: support@beinbalance.uk

 

These Terms are governed by the laws of England and Wales. They do not affect your statutory rights.

 

Section 2: Placing an Order

When you place an order with us, you are offering to buy products in accordance with these Terms of Sale.

 

2.1 Order Acknowledgement

 

Once you submit your order, we will send you an email confirming we’ve received it. This does not mean your order has been accepted.

 

2.2 Order Acceptance

 

Your order is accepted when we email you a shipping confirmation or dispatch the goods: this is when a legal contract is formed between us.

 

2.3 Order Refusal

 

We may decline or cancel an order, for example if:

•A product is out of stock

•There is an error in pricing or product information

•We are unable to process your payment

•We believe the order is fraudulent or violates our terms

•If we cancel an order after payment has been taken, we’ll refund you in full via your original payment method.

 

2.4 Account Information

 

Please make sure your order and contact details are accurate. We cannot be held responsible for delays or delivery issues caused by incorrect information.

 

Section 3: Products, Pricing & VAT

 

3.1 Product Information

We do our best to ensure all product descriptions, images, and details are accurate and up to date. However, colours, packaging, or appearance may vary slightly from what you see online.

If you feel a product doesn’t match what you expected, just let us know: we’re here to help.

 

3.2 Pricing

All prices are shown in GBP (£) and are inclusive of VAT (where applicable).

Prices do not include delivery charges unless stated otherwise.

We may change prices at any time, but changes won’t affect orders already accepted.

 

3.3 Errors

If we discover a pricing or product error after you’ve placed an order, we may contact you to confirm whether you wish to proceed at the correct price or cancel your order.

 

3.4 Offers & Discounts

Promotional offers or discount codes may be subject to additional terms (such as expiry dates or limits on use). These will be clearly stated at the time of offer.

 

Section 4: Delivery & Shipping

 4.1 UK Delivery 

We currently deliver within the United Kingdom.

Orders are typically dispatched within 1–2 working days, and standard delivery usually takes 2–4 working days from dispatch.

If you need express delivery, this option may be available at checkout for an additional charge.

 

4.2 Delivery Charges

•Standard UK delivery £3.99

•Next Day Delivery £5.99

•Free delivery on orders over £60

•Any delivery charges will be shown clearly at checkout before payment.

 

4.3 Dispatch & Tracking

You’ll receive a confirmation email once your order has been dispatched. This may include tracking details, depending on the courier service used.

 

4.4 Delays

 

We are not liable for delivery delays caused by events beyond our control (e.g. strikes, extreme weather, courier disruptions), but we’ll keep you informed and do our best to resolve the issue.

 

4.5 Risk & Ownership

•Risk passes to you once the goods are delivered.

•Ownership (legal title) remains with us until full payment has been received.

 

4.6 Pre-Orders

 

From time to time we may offer products on a pre-order basis. Pre-order items are not in stock and will be dispatched at a future estimated date shown on the product page.

Payment for pre-orders is taken at the time of order to reserve the item. Your pre-order is accepted only when we send a dispatch confirmation email (Section 2.2).
Until then, we may cancel and refund your order.

Dispatch dates for pre-orders are estimates and may change due to supplier, production, or import delays. If the estimated dispatch date changes materially, you will be notified and may cancel for a full refund.

You may cancel a pre-order at any time before dispatch by contacting support@beinbalance.uk

Once dispatched, pre-order items follow our normal delivery rules set out in this Section.

 

 

Section 5: Cancellations, Returns & Refunds

 

5.1 Your Right to Cancel (UK Law)

You have the right to cancel your order for any reason within 14 days of receiving your goods, under the Consumer Contracts Regulations 2013.

To cancel, please email support@beinbalance.uk with your order number and reason for return (optional).

 

You then have a further 14 days to return the goods.

 

Important: To be eligible for a refund, items must be unused, unopened, and in their original packaging.

 

5.3 How to Return

 

If your return doesn’t qualify under the satisfaction guarantee and you're returning unused items:

•Email us at support@beinbalance.uk

•Package the items securely and send them to the address provided

•We recommend using a tracked delivery service

You are responsible for return shipping costs unless the item is faulty or incorrect.

 

5.4 Refunds

Refunds are issued to your original payment method within 14 days of receiving the returned goods (or confirmation they’ve been sent back).

 

5.5 What Can’t Be Returned

For hygiene and safety reasons, we can’t accept returns on:

 

•Opened, used, or tamper-evident packaging (unless faulty)•Personal care or consumable items not eligible under the first-time guarantee•Items returned after 30 days unless otherwise agreed

 

Section 6: Faulty or Damaged Goods

 

6.1 Our Promise

 

Every Balance product is carefully checked before dispatch. If something arrives damaged, defective, or not as described, please contact us as soon as possible we’ll put it right.

 

6.2 Your Legal Rights

 

Under the Consumer Rights Act 2015, you are entitled to:

•A full refund if your item is faulty and you tell us within 30 days of receiving it

•A repair or replacement if the fault develops after 30 days but within a reasonable period.

 

6.3 How to Report a Fault

 

Email support@beinbalance.uk with:

 

•Your order number

•A brief description of the issue

•Optional photos (if helpful)

 

We’ll confirm the best next steps: replacement, refund, or collection at our cost.

 

6.4 Return Costs for Faulty Items

 If the product is confirmed faulty or incorrect, we’ll cover all postage or courier costs and issue your refund (or replacement) within 14 days.

 

Section 8: Limitation of Liability & Disclaimers

 

8.1 General

We take every care to ensure the information on our website is accurate and that our products are supplied to the highest standards. However, we cannot guarantee that all content will always be free from errors or omissions.

 

8.2 Health & Wellbeing Information

 Any wellbeing or lifestyle information provided by Balance (whether on packaging, in digital content, or marketing materials) is for general information only. 

It is not medical advice and should not replace guidance from a qualified health professional.

If you have a medical condition, are pregnant, breastfeeding, or taking medication, please consult your doctor before using any of our products.

8.3 Our Responsibility to You

We are responsible for losses you suffer as a result of our negligence, but we are not liable for:

 

•Indirect, incidental, or consequential losses (such as loss of profit or data).

•Any delay or failure caused by events outside our reasonable control.

 

Nothing in these Terms limits or excludes our liability for:

 

•Death or personal injury caused by negligence

•Fraud or fraudulent misrepresentation, or

•Breach of your statutory rights under UK law.

 

8.4 Maximum Liability 

Except where prohibited by law, our total liability to you for any claim relating to an order will not exceed the total amount paid for the product(s) concerned.

 

Section 9: Governing Law & Contact Details

9.1 Governing Law

These Terms of Sale, and any disputes or claims arising out of them or your purchase, are governed by the laws of England and Wales. 

You and we agree that the courts of England and Wales will have exclusive jurisdiction, unless local law in your country of residence gives you additional consumer rights.

 

9.2 Contact Us

If you have any questions about these Terms, your order, or our policies, please contact us:

Balance

Operated by Wellbeing Places Limited

Registered in England and Wales – Company No. 11342583

Registered Office: Dawson House, 5 Jewry Street, London, EC3N 2EX, United Kingdom

VAT No: GB 353 6864 71

Email: support@beinbalance.uk

 

10. Pre-Orders

10.1 What a Pre-Order Is

From time to time, we may offer certain products on a pre-order basis. A pre-order means the item is not yet in stock and will be dispatched at a future date shown on the product page.

 

10.2 Payment Timing
Payment for pre-orders is taken at the time you place the order. This secures your reservation but does not mean your order has been accepted (see Section 2.2).

10.3 Order Acceptance for Pre-Orders

Your order is accepted only when we send you a dispatch confirmation email. Until that point, we may cancel and refund your pre-order if necessary (for example, if there are stock, supplier, or import issues).

10.4 Estimated Dispatch Window

Dispatch dates for pre-orders are estimates only and may change due to supplier, production, or shipping delays. If the expected dispatch window changes materially, we will notify you and you may cancel your pre-order for a full refund.

 

10.5 Right to Cancel Before Dispatch

You may cancel your pre-order at any time before dispatch by emailing support@beinbalance.uk We will refund you in full via your original payment method.

 

10.6 Cooling-Off Period

For pre-ordered items, your 14-day cooling-off period under the Consumer Contracts Regulations 2013 begins from the date you receive the goods, not the date the pre-order was placed.

 

10.7 Delivery of Pre-Orders
Once dispatched, pre-order items follow the normal delivery, shipping, returns, and faulty goods procedures set out in Sections 4–7 of these Terms.