Refund policy

Returns & Refund Policy

Last updated: 16 February 2026

At LibidoBalance, we want you to feel confident about your order. This Returns & Refund Policy explains how returns, exchanges, and refunds 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 be returned in line with the conditions below.

2. Hygiene and sealed products

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 or the item has been used, we cannot accept a return, except where the item is faulty or not as described.

3. Items that cannot be returned

  • Opened or used supplements and intimate products.
  • Products with broken seals or missing original packaging.
  • Items marked as final sale or clearance (if stated at purchase).
  • Gift cards (if applicable).

4. Damaged, faulty, or incorrect items

If your order arrives damaged, faulty, or incorrect, contact us within 48 hours of delivery at hello@libidobalance.com. Please include your order number and clear photos of the item, packaging, and shipping label. We’ll assess the issue and, where appropriate, offer a replacement or refund.

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. Package the item securely (unopened and sealed) and send it back as instructed.

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

6. Return shipping costs

Unless the item is faulty or we made an error, 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).
  • Original shipping fees: shipping fees are generally non-refundable, unless the return is due to our error or a 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 your item is faulty or we shipped the wrong product, 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. Cancellation (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? Contact us at hello@libidobalance.com.

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