Terms of service

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: £3.49

  • Free delivery on orders over £55.00 (if applicable) 

  • 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. 

  

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.

 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. 

 

5.2 30-Day First-Time Satisfaction Guarantee 

 We want you to feel good about your Balance experience. 

If you're not satisfied with a product on your first order, just let us know within 30 days of delivery  even if it’s been opened: and we’ll refund you in full. 

 

  • This applies to first-time purchases only of each product. 

  • Limited to one refund per customer per product. 

  • Shipping fees are not refundable unless the product was faulty. 

  •  

No need to return the item  just contact us at support@balancewellbeing.co.uk and we’ll sort it quickly.  

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. 
    These rights apply in addition to our 30-Day First-Time Satisfaction Guarantee. 

 

6.3 How to Report a Fault 

 

Email support@beinbalance.uk with: 

 

  • Your order number 

  • A brief description of the issue 

  • Optional photos 

 

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 7: 30-Day First-Time Guarantee & Goodwill Policy 

At Balance, we believe wellbeing should feel simple and supportive never stressful. 

That’s why every first purchase comes with our 30-Day First-Time Guarantee. 

 

7.1 How It Works 

If you’re not completely happy with a product you’ve bought from us for the first time, just let us know within 30 days of delivery. 

We’ll refund you in full: no fuss, no forms, and no need to return the product. 

 

7.2 Fair-Use Limits 

 

To keep things fair for everyone: 

  • The guarantee applies only to your first order of each product. 

  • Limited to one refund per product, per customer. 

  • Shipping costs are not refunded unless the product arrived faulty or damaged. 

  • We may ask for brief feedback so we can keep improving our range. 

 

7.3 Why We Do It 

 

This policy is about trust. We want you to try Balance with confidence and to know that we stand behind every product we make. 

 

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 at support@beinbalance.uk

 

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