Refund policy

Exchanges & Store Credit

If something isn't right (no reason needed), we want to make it right. Within 14 days of delivery, you may request an exchange or store credit, provided the item is:

Unworn and undamaged
In its original packaging
Accompanied by proof of purchase

To start an exchange, email us at balana.jewels@gmx.de with your order number and photos of the item. Once approved, we'll guide you through the next steps.

Please note: exchanges are for store credit or a different item only — we do not offer cash refunds for change-of-mind requests.

Damaged, Defective, or Incorrect Items

If your piece arrives damaged, defective, or isn't what you ordered, contact us within 48 hours of delivery at balana.jewels@gmx.de with your order number and photos. We'll cover the cost of a replacement or issue store credit — no charge to you.

Final Sale Items

Items purchased during a sale or promotion, and any personalized or engraved pieces, are final sale and not eligible for exchange or store credit.

How Returns Works

Email us with your order number and photos within the applicable window.
We'll review your request and confirm next steps within 48 hours.
If approved, we'll provide instructions for returning the item.
Once received and inspected, your store credit or exchange will be processed within 48 hours.