Returns

Contact us first at info@baluzini.com with your order number and which items you wish to return. We will confirm the address and any steps (for example, whether the item must be unused and in original packaging). Do not send anything back until we have replied, so we can track your return correctly.

For standard pieces, you may withdraw or return within 14 days of receiving your order, in line with EU consumer rules where they apply. The period starts when you—or a carrier you nominated—take physical possession of the goods. Custom or personalised items may be excluded; see the question on custom products below.

Custom-made or clearly personalised items are generally exempt from the usual right of withdrawal once production has started or the item is finished to your specifications. If something is wrong on our side (defect or error), contact us and we will find a fair solution.

Email us at info@baluzini.com within 48 hours of delivery with your order number and clear photos of the damage and packaging. We will arrange a replacement, repair, or refund depending on what is reasonable. Please keep all packaging until we have reviewed your message.

We do not always hold stock for every variant. The quickest path is usually to return the unwanted item (where eligible) and place a new order for the correct item. Write to us first so we can reserve stock or advise on timing.

After we receive and inspect the returned item, we aim to approve refunds within a few business days. Your bank or card issuer may take an additional 5–10 business days to show the credit on your statement. Refunds are made to the original payment method unless we agree otherwise.