Refund Policy

1. Order Cancellation

Orders for pharmaceutical products can be cancelled within 24 hours of placement, provided the manufacturing or shipping process has not yet commenced. Once an order is processed for production or dispatched, it cannot be cancelled.

2. Quality Claims and Returns

Due to the sensitive nature of pharmaceutical products, returns are only accepted in cases of manufacturing defects, damaged transit, or shipment of incorrect products. Any claims must be reported within 7 days of receiving the delivery.

3. Verification Process

All claims for returns or refunds must be accompanied by relevant documentation, including photos of the damaged products and the batch number. Our quality control team will verify the claim before authorizing a return or refund.

4. Refund Processing

Once a refund is approved, it will be processed and credited to your original method of payment within 10-15 working days. Please note that shipping charges are non-refundable unless the return is due to our error.

5. Non-Returnable Items

Products that have been opened, used, or have tampered packaging are not eligible for return or refund under any circumstances, unless a core manufacturing defect is proven through laboratory testing.

6. International Shipments

For export orders, refund policies are subject to specific international trade agreements and incoterms specified in the proforma invoice. Customs delays or rejections by the destination country are not grounds for a refund.

7. Contact for Claims

For all refund-related inquiries, please contact our support team at bala@balagroups.com with your order reference number.