Returns & Refunds

We want you to feel confident about your order. This policy explains how returns, refunds, and replacements work for purchases made on LibidoBalance.com.

1. Return window

You may request a return within 14 days of receiving your order. To be eligible, items must meet the conditions below.

2. Sealed products and hygiene rules

For health and hygiene reasons, many of our products are not suitable for return once opened. We can accept returns only if the product is unused, unopened, and in its original, sealed packaging.

If the seal is broken, the item has been used, or original packaging is missing, we cannot accept the return, except where the item is faulty or not as described.

3. Items that cannot be returned

  • Opened or used supplements, gels, creams, or intimate products.
  • Products with broken seals or missing original packaging.
  • Clearance/final sale items (if stated at purchase).
  • Gift cards (if applicable).

4. Damaged, faulty, or incorrect items

If your order arrives damaged, faulty, or incorrect, email us within 48 hours of delivery at hello@libidobalance.com.

Please include your order number and clear photos of:

  • The item(s)
  • The outer packaging
  • The shipping label

If the issue is confirmed, we will offer a replacement or refund where appropriate.

5. How to start a return

  1. Email hello@libidobalance.com with your order number and the item(s) you want to return.
  2. We will confirm eligibility and provide return instructions.
  3. Pack the item securely (unopened and sealed) and return it as instructed.

Please do not send items back without contacting us first, as this can delay processing.

6. Return shipping costs

Unless the return is due to our error or a confirmed faulty item, return shipping costs are the customer’s responsibility. We recommend using a tracked service, as you remain responsible for the parcel until it reaches us.

7. Refunds

Once your return is received and inspected, we will notify you of approval or rejection. If approved, your refund will be issued to the original payment method.

  • Refund timing: typically processed within 5–10 business days after approval (bank processing times vary).
  • Shipping fees: shipping charges are generally non-refundable, unless the return is due to our error or a confirmed faulty item.

8. Exchanges

We do not offer direct exchanges for opened items. If an item is eligible (unopened and sealed), you may return it and place a new order. If we sent the wrong item or the item is faulty, we will arrange a replacement where possible.

9. Refused deliveries and uncollected parcels

If a parcel is refused or not collected and is returned to us, we may refund the order value minus any return shipping and handling costs charged to us by the carrier.

10. Cancelling an order (before dispatch)

If you need to cancel your order, contact us as soon as possible at hello@libidobalance.com. If the order has not yet been dispatched, we will do our best to cancel it. If it has already shipped, you will need to follow the return process after delivery (subject to eligibility).

11. Contact

Questions about returns or refunds? Email us at hello@libidobalance.com.

This policy does not affect your statutory rights under applicable consumer protection laws.