Refund policy

BURL & BALM RETURN & REFUND POLICY

At Burl & Balm, we build our workshop hand care products to the highest standards. We want you to be completely satisfied with your order. Under Australian Consumer Law, you are entitled to guarantees that cannot be excluded under Australian law.

1. Satisfaction Guarantee & 30-Day Returns

If you are not entirely satisfied with your purchase, we offer a 30-day return policy from the date you receive your order.

To be eligible for a standard return:

  • The item must be unused, in its original condition, and in its original packaging (unopened tin with seals intact).

  • You must provide proof of purchase (order number or confirmation email).

Note: Due to the personal care nature of hand balms, opened or used tins cannot be returned for a change of mind for hygiene and safety reasons.

2. Damaged, Defective, or Incorrect Items

We take great care in packaging every order, but if your item arrives damaged during transit, defective, or if you received the wrong item:

  1. Contact us within 7 days of delivery at burlandbalm@gmail.com

  2. Include your order number and clear photos of the damaged packaging or product.

If the product is deemed damaged or defective, we will immediately send a free replacement or issue a full refund (including any shipping costs paid).

3. How to Initiate a Return

To start a return, please contact us at burlandbalm@gmail.com

  • If your return is accepted, we will provide you with instructions on where and how to send your package.

  • Return Shipping: Unless the item is damaged or defective, the customer is responsible for covering the return postage costs. We recommend using a trackable shipping service via Australia Post.

4. Refunds & Processing

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed automatically back to your original payment method (Credit Card, PayPal, Apple Pay, etc.) within 3–5 business days.

  • Shipping costs from the original order are non-refundable unless the return is due to a faulty or damaged product.

5. Contact Us

For any questions regarding returns, refunds, or product care, please reach out to us:

  • Email: burlandbalm@gmail.com

  • Location: Victoria, Australia