Refund policy

At Baldany, we want you to be genuinely happy with what you order. If something isn't quite right, here is a clear explanation of how our returns and refunds work.

1. Getting in Touch

Store Name: Baldany
Based in: Avenida do Corvo Marinho 294, 2890-342 São Francisco, Portugal
Email: support@baldany.com
Phone: +351960378575
Customer Service Hours: Monday-Friday 9:00 AM–5:00 PM (GMT)

We aim to get back to you within 24 hours on working days.

2. Where Your Order Comes From and Where Returns Go

Baldany is registered and operated from Portugal, though orders are dispatched via our fulfilment partners. Because of this, the shipping origin may differ from our registered business address, and approved returns may be directed to an international returns facility. We'll always confirm the correct return address once your request has been approved, so please hold off on posting anything back until you hear from us.

3. A 30-Day Window to Return Items

You have 30 days from the date your order arrives to ask for a return. For us to accept it, the product needs to be unworn or unused, still in its original packaging, and accompanied by proof of purchase (order number or receipt). Requests made after this 30-day period may no longer qualify for a refund.

4. Starting the Return Process

Reach out to us by email support@baldany.com with your order number and a short explanation of why you're returning the item. Once we approve your request, we'll send you a Return Authorization along with instructions on how and where to send the item back.

5. Who Covers Return Shipping

If your item arrives faulty, was damaged during delivery, or turns out to be the wrong product, please let us know and include a few photos showing the problem. Once we've had a chance to look it over, we'll send a replacement or issue a full refund, and you won't be charged anything for the return shipping. If you've simply changed your mind or ordered something by mistake, the cost of sending it back falls to you.

6. How and When You'll Be Refunded

After inspection, your return will be processed in 7 business days. From there, it usually takes another 7 business days for the refund to appear on your original payment method. Keep in mind your bank or card provider may take a little extra time to show the funds on your end.

7. Exchanging an Item

If you'd rather swap an item, just contact us. Once your return has been approved, you can go ahead and place a fresh order for the item you actually want. The same rules that apply to standard returns apply here too.

8. Cancelling an Order

You're free to cancel your order any time before it ships and get a full refund. If it's already on its way to you, you'll need to wait for it to arrive and then follow our usual return steps. To cancel, just send us an email and we'll take care of it.
We do not charge any restocking fees.

9. Items We Can't Take Back

A few types of products fall outside our return policy: anything made to order or personalised for you, and hygiene-related items that have been opened or used.

10. Your Rights as a Consumer

Nothing here takes away from the protections you're entitled to under consumer law. As a customer in the United Kingdom, you remain covered by the Consumer Rights Act 2015, which gives you additional rights when it comes to goods that are faulty or not as described.