Terms & conditions of sale

BALÛ, [Street and number], [Postcode] [City], Luxembourg. RCS Luxembourg: [Registration number]. VAT: [VAT number]. Business permit: [Business permit / autorisation d'établissement no.]. Email: hello@shopbalu.com. Phone: [Phone number].

These terms apply to all sales of BALÛ products to consumers in the European Union and beyond, concluded at distance through shopbalu.com.

Consumers keep all mandatory rights granted by the law of their country of residence; nothing here limits those rights.

Products are made in small batches; photographs are as accurate as possible but slight variations in colour and knit are normal and not a defect.

Prices are shown in euro, including VAT, excluding shipping costs, which are displayed before you confirm the order. We may change prices at any time; the price shown at the moment of the order applies.

The contract is concluded when we send you an order confirmation by email. We may refuse or cancel an order in case of an obvious pricing error, unavailable stock, or suspected fraud, and will refund any amount already paid.

Please check your order details carefully before confirming; you can correct them at any step of the checkout.

Payment is due in full at the time of the order, through the payment methods shown at checkout (card, PayPal, Apple Pay, Google Pay, Bancontact, TWINT and others where available). Payments are processed by Shopify Payments and its partners; BALÛ never stores your card details.

Orders are dispatched within 1–2 working days and normally arrive in 5–7 working days within the Benelux, France and Germany. Delivery times are indicative.

Risk of loss passes to you when you (or a third party designated by you) take physical possession of the goods.

As a consumer you have 14 days to withdraw from your purchase without giving a reason. BALÛ voluntarily extends this to 30 days. See the withdrawal page for the full procedure and the model form.

For hygiene reasons, socks, bodysuits and other intimate items can only be returned unworn, unwashed and with their original sealed packaging intact.

All goods benefit from the legal guarantee of conformity for two years from delivery. If an item is defective or not as described, contact us and we will repair, replace or refund it at no cost to you.

BALÛ is liable for damage caused by intent or negligence in accordance with the applicable law. Nothing in these terms excludes liability for death, personal injury or fraud.

These terms are governed by Luxembourg law, without depriving consumers of the protection of the mandatory rules of their country of residence.

Consumers may use the European Online Dispute Resolution platform at ec.europa.eu/consumers/odr. We are always happy to solve things directly first — just write to us.