Returns, Exchanges & Refunds Policy 

If you are not entirely satisfied with your order, we are here to help! 

We believe it's fine to try an item like you would in a shop, but please don't actually wear it. If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). 

All items are inspected on return. 

In order to receive a full refund, all items must be returned to us unworn/unused and in the same condition you received them with their original packaging and all tags and labels attached. We will determine in our sole discretion if the returned item is eligible for refund as instructed above. 

Returning an item? 

All return and/or exchange requests must be made by emailing us at support@balena.science or by calling us at []. Please let us know the reason for the return/exchange and which item(s) are being returned from your order. Balena will provide you with a shipping label for your convenience. 

If you return an item requesting a refund within14 days of the item being delivered to you, we'll give you a full refund by way of the original payment method. 

For all returns, we aim to refund you within 14 days of receiving the returned item. 

If you request a refund for an item during the above time frames but you can't return it to us for some reason, please get in touch - but any refund will be at our discretion. 

We don't accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs. 

If you’re based outside the US, taxes and duties are applicable.

○ For returns: please consider attaching a note stating why the item is being returned, for the improvement of our services and products. 

○ For exchanges: please attach a note with the new item and size preferred. Item Exchange 

Processing an item exchange can take up to 14 business days once we receive the return. A new order will be created provided the item is in stock and tracking information will be emailed to you once the new order is shipped. 

Processing an exchange can take up to 14 business days once we receive the return. A new order will be created and the tracking information will be emailed once the new order is shipped. 

If you have any questions on how to return your item, please contact us at support@balena.science during the eligible return/refund period. 

Shipping/Delivery Issues 

If you have not received your order within 10 business days, please email us support@balena.science so we can check on your order and any delivery issues. 

*In the event an item arrives damaged or is incorrect, please email us immediately with a picture of the item. 

Responsibility for Returned Items 

Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way to the best of your ability. 

As the returned items remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your returned items as well as insuring the delivery. 

Refunds 

Once your return is received and inspected, we will initiate a refund to your method of payment unless there is an issue with the return. In this case, we will notify you through email. Please note, the refund may take up to 14 following days to process/post on your statement. Refund may be dependent on your card issuer's policies and we apologize for any delay resulted by it.

Your shipping costs and delivery fees will be refunded in some circumstances (if your entire order was faulty or incorrect). 

Late or Missing Refunds 

If you do not see the credit posted on your statement, please double check and see if the refund is pending. Then contact your credit card company/bank, it may take several business days before your refund is officially posted. If you have done these steps and you still have not received the refund, please contact us at support@balena.science

Additional Information 

To ensure your return is covered by our policy and reaches us promptly, items must be returned from the same country to which they were delivered. Orders sent back from a different destination may incur additional charges or be delayed by customs. 

This policy forms an integral part of our Terms of Service. our Terms of Service governs every use at our website and applies to all of the service, product, features and functionality offered by us. 

Return policy is also subject to all applicable law and in case of contradiction between the terms herein and applicable law, this return policy should be read as if such provisions are incorporated herein. 

These terms of return/exchange/cancellation and any separate invoice whereby we provide you shall be governed by and construed in accordance with the laws of the State of Israel, and the competent court in the Tel Aviv district shall be the place of jurisdiction of any legal conflict.

Exhibit I: State of Israel 

If there is any conflict or inconsistency between the terms of this Exhibit and the general terms of our Returns, Exchanges & Refunds Policy, the terms of this Exhibit will govern. 

Returns, Exchanges 

Please note that to be eligible for return, the item must be unworn or in an unsuitable condition, undamaged and unspoiled; in their original condition; and in their original packaging. Please note that each return, cancellation, or refund are subject to Consumer Protection Regulations (Cancellation of a Transaction), 5771-2010 and Consumer Protection Law, 5741-1981. 

These terms of return/exchange/cancellation and any separate invoice whereby we provide you shall be governed by and construed in accordance with the laws of the State of Israel, and the competent court in the Tel Aviv district shall be the place of jurisdiction of any legal conflict. 

*Any goods or item for which the price paid does not exceed NIS 50, its return or exchange shall be at Balena’s sole discretion. 

Refunds 

Once your return is received and inspected, we will initiate a refund to your method of payment unless there is an issue with the return. In this case, we will notify you through email. Please note, the refund may take up to 14 following days to process/post on your statement. Refund may be dependent on your card issuer's policies and we apologize for any delay resulted by it. Your shipping costs and delivery fees will be refunded in some circumstances (if your entire order was faulty or incorrect, or if your order has been cancelled under the Consumer Protection Law. Cancellation fees of 5% of the payment amount, or NIS 100, whichever is lower, will be charged in some circumstances according to the Consumer Protection Law.