Refund policy

Returns & Refunds Policy

Last updated: 24 November 2025

We want you to be delighted with your purchase. If you're not completely satisfied, we're here to help.

Your Right to Cancel (Change of Mind)

We know you might be giving one of our products as a gift. Gifts are not always given straight away. If you change your mind about a non-personalised item, you have 30 days from the date you receive your order to notify us that you'd like to return it.

To cancel your order:

  1. Email us at hello@ballavimus.com within 30 days of receiving your item
  2. Let us know which item(s) you'd like to return and your order number
  3. We will send you details about how to return your items
  4. Return the item(s) to us within 30 days of being sent your return instructions

Condition of Returned Items

Items must be returned in the same pristine condition you would expect it delivered to you. This means:

  • Unused and in original packaging
  • All tags and labels still attached
  • No signs of wear or damage

If items show are not returned in the same state we may not be able to offer a partial or full refund. 

Return Costs

You're responsible for the cost of returning items when you've changed your mind. We recommend using a tracked postal service for your protection, though this isn't mandatory.

'Rush Order' Return Costs: We cannot refund the additional charge for any Rush Orders under any circumstances except for faulty, damaged, or incorrect items.

Your Refund

Once we receive your returned item(s), we'll process your refund within 30 days.

If you return the item in the abovementioned conditions, your refund will be the full price you paid for the item(s).

We will refund you using the same payment method you used for your purchase. Please allow 3-5 working days for the refund to appear in your account after we've processed it.

We may withhold your refund until we receive the goods back.

Personalised & Custom Items

Personalised items cannot be returned unless they are faulty. This is because these items are made specifically for you and cannot be resold.

Personalised items include any products with custom text, monogramming, embossing, or other customisation.

If a personalised item arrives faulty, please see the "Faulty Items" section below.

Faulty, Damaged, or Incorrect Items

We're very sorry if something goes wrong with your order. We'll put it right quickly.

Your Rights

If your item is faulty, damaged, or not what you ordered, you have the following rights under the Consumer Rights Act 2015:

Within 30 days of delivery:

  • You can reject the item for a full refund

After 30 days:

  • You can request a repair or replacement
  • If repair or replacement isn't possible or doesn't resolve the issue, you can request a refund or price reduction

What to Do

  1. Contact us as soon as possible at hello@ballavimus.com
  2. Provide details: Your order number, a description of the fault or damage, and photos if possible
  3. We'll arrange a solution: If we accept the damage, we will offer a replacement, repair, or full refund including your delivery costs

You won't need to pay return postage for faulty, damaged, or incorrect items - we'll arrange collection, provide a prepaid return label or return the original postage fee to fund the return postage. 

Exchanges

We're happy to exchange items if you'd prefer a different size, colour, or product, subject to availability.

To arrange an exchange:

  1. Email us at hello@ballavimus.com within 30 days of receiving your order
  2. Let us know what you'd like to exchange and what you'd prefer instead
  3. Return your original item following the instructions above

You'll be responsible for return postage costs for exchanges. Once we receive your returned item, we'll send out your replacement at no additional delivery charge.

returned item, we'll send out your replacement at no additional delivery charge.

Lifetime Manufacturer's Warranty

Please note, all our Diaries come with a Lifetime Manufacturer's Warranty, as detailed in our Terms of Service here. 

Natural Leather Characteristics

Our leather products are made from genuine, natural leather or recycled leather fibres with the look and feel of genuine leather.

As a natural material, each piece of leather has unique characteristics including:

  • Natural grain variations
  • Subtle colour variations
  • Minor markings or texture differences

These natural features are not faults - they're what makes each leather item unique and authentic. We carefully select our leather to ensure quality while celebrating its natural beauty.

If you have concerns about the appearance of a leather item you've received, please contact us and we'll be happy to discuss it with you.

Items Damaged in Transit

If your item is damaged on its return journey to us, please ensure you've used a tracked service and retained proof of postage. This will help us pursue a claim with the courier if needed. We may require video or photo proof of the damage from transit rather than use. 

We cannot be held responsible for items lost or damaged in return transit if you haven't used a tracked service, though we'll always try to help resolve issues wherever possible.

Questions?

If you have any questions about returns or need help with your order, please contact us:

Email: hello@ballavimus.com

We aim to respond to all queries within 3 working days.

Your Legal Rights

Nothing in this returns policy affects your statutory rights under UK consumer protection law. For more information about your rights, visit the Citizens Advice website at www.citizensadvice.org.uk

For full terms and conditions of sale, please see our Terms & Conditions page.