We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it with no additional wear or damage, and prepared for safe pickup/transport (no original packaging required). Please include any components/hardware received with the item. You’ll also need the receipt or proof of purchase.

How to start a return (RMA)
All returns require a Return Merchandise Authorization (RMA). To request an RMA within 30 days of delivery, contact order@balbanyc.com with your order number and item details. We’ll provide pickup or return instructions. Outside New York City, return service is curbside.

Pickup & Scheduling
If approved, we’ll coordinate a pickup or provide carrier instructions. Pickups are typically scheduled within 14 days of approval, subject to routing and carrier availability. Return shipments must be dispatched/picked up within 14 days of RMA approval, otherwise the authorization may be cancelled

Inspection & Transport Damage (48h)
Please inspect your order upon reception and contact us within 48 hours if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please include clear photos of the item and shipping label; no original packaging is required.

Return Costs & Refundable Amounts
Unless the return is due to our error or a confirmed defect/damage: (i) original shipping charges are non-refundable, (ii) return shipping/pickup costs are your responsibility, and (iii) a restocking fee may apply to cover handling and inspection (we’ll disclose any fee with your RMA).

Return Pickup Attempts
If we cannot complete the return pickup due to no-show, refusal, incorrect address, or site-access issues, a re-pickup fee may apply and must be paid before rescheduling. If we do not hear from you within 5 business days, we may cancel the RMA. Original and return shipping charges remain non-refundable unless the return is due to our error or a confirmed defect/damage. For delivery-related issues (damage window, redelivery), please see our Shipping Policy.

Non-returnable items
Custom or special-order items and items explicitly marked “final sale” at purchase (if any) are not eligible for return. If you have questions about a specific item’s eligibility, contact us before purchasing.

Exchanges
We do not process direct exchanges. The fastest way to ensure you get what you want is to return the item you have (if eligible), and once the return is accepted, make a separate purchase for the new item.

Risk of Loss (Returns)
Risk of loss for return shipments remains with the customer until we receive and inspect the item.

Adjustments
Missing parts or damage beyond the delivery condition may result in a partial refund.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 5–10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 10 business days have passed since we’ve approved your refund, please contact us at order@balbanyc.com.

Abuse
We may refuse or limit returns in cases of suspected abuse or excessive return activity.

Contact
You can always contact us for any return question at hello@balbanyc.com

BALBA NYC by

DEX NYC LLC
2548 34th street,
Astoria, NY 11103

+1 (347) 345-7519
hello@balbanyc.com