Refund policy
Last updated: October 9, 2026
At Ballford, we want you to be satisfied with your purchase. This Returns & Refund Policy explains when products may be returned, exchanged, replaced, or refunded.
Ballford is operated by:
Main Street Limited
Company No.: 79323348
39/F THE CTR
99 QUEEN'S ROAD CENTRAL
Hong Kong
Email: info@ballford.com
Website: Ballford.com
1. 60-Day Return Guarantee
Ballford offers a 60-day return guarantee on eligible products.
The 60-day period begins on the date your order is delivered.
If you would like to request a return, you must contact us within 60 days of delivery at:
Please include:
- Your full name
- Order number
- Email address used for the order
- Product you wish to return
- Reason for the return
After reviewing your request, we will provide return instructions and, where applicable, the appropriate return address.
Please do not send a product to our registered Hong Kong company address unless our customer support team specifically instructs you to do so.
Returns sent without authorization or to an incorrect address may not be accepted.
2. Personalized and Custom-Made Products
Certain Ballford products are personalized, monogrammed, engraved, customized, or otherwise produced according to information supplied by the customer.
Personalized or custom-made products generally cannot be returned solely because the customer changed their mind after customization or production has begun.
This includes products customized with:
- Initials
- Names
- Custom text
- Engraving
- Monograms
- Other customer-selected personalization
Please carefully review all personalization information before submitting your order.
However, this restriction does not apply where the personalized product:
- Arrives damaged
- Is defective
- Has been incorrectly manufactured
- Contains personalization different from what was submitted with the order
- Is materially different from the product ordered
- Otherwise qualifies for a remedy under applicable law
Where we advertise a specific satisfaction or money-back guarantee for a personalized product, the terms of that advertised guarantee will also apply.
3. Return Conditions
Unless the product is defective, damaged, incorrect, or otherwise covered by applicable consumer rights, returned products must generally:
- Be returned within the applicable 60-day return period
- Be in substantially the same condition in which they were received
- Not show unreasonable signs of use, damage, or misuse
- Include any accessories or components originally supplied with the product
Original packaging should be included where reasonably possible.
We reserve the right to reject a return where the product has been materially damaged, altered, or misused after delivery.
Reasonable inspection of the product after delivery will not by itself make a product ineligible for return.
4. Return Shipping Costs
For approved change-of-mind returns, the customer is responsible for the cost of returning the product unless we expressly agree otherwise.
We strongly recommend using a tracked shipping service and keeping proof of shipment until the return has been completed.
If the product was:
- Defective
- Damaged upon arrival
- Incorrectly supplied
- Incorrectly personalized by Ballford
- Materially different from the product ordered
we will provide an appropriate remedy and cover reasonable return shipping costs where appropriate or required by applicable law.
5. Damaged, Defective, or Incorrect Products
Please inspect your order after delivery.
If your product arrives damaged, defective, incorrect, or materially different from what you ordered, contact us as soon as reasonably possible at:
Please provide:
- Your order number
- A description of the issue
- Clear photographs or video showing the issue where reasonably necessary
Depending on the circumstances, the available remedy may include:
- Replacement
- Correct product
- Repair, where appropriate
- Partial refund
- Full refund
The appropriate remedy will depend on the nature of the issue and any rights available under applicable law.
6. Personalized Product Errors
If Ballford makes an error while customizing your product, we will work with you to correct the issue.
For example, if you requested the initials A.B. and the product was produced with different initials due to our error, please contact us.
Where the product was correctly produced according to the information submitted by the customer, we generally cannot offer a refund or replacement solely because the customer:
- Entered incorrect initials
- Made a spelling error
- Selected the wrong size, hand, color, or personalization option
- Changed their mind after customization began
Please check your order details carefully before completing your purchase.
Nothing in this section excludes rights that cannot lawfully be excluded.
7. Refunds
Once an eligible returned product has been received and inspected, we will notify you whether the refund has been approved.
Approved refunds will normally be returned to the original payment method used for the purchase unless another method is agreed.
Depending on your payment provider, bank, or card issuer, additional processing time may be required before the refund appears in your account.
Original shipping charges are generally non-refundable for voluntary change-of-mind returns unless we expressly state otherwise.
Where the return results from an error by Ballford, a defective product, or another circumstance where applicable law requires otherwise, shipping charges will be handled accordingly.
8. Exchanges
If you would like to exchange an eligible product, contact:
Please include your order number and details of the requested exchange.
Exchanges are subject to product availability.
Personalized products generally cannot be exchanged because of a change of mind or a customer ordering error once customization has begun.
This does not apply where the product is defective, damaged, incorrectly produced, or otherwise qualifies for a remedy.
9. Orders Returned to Sender
If an order is returned to us because of:
- An incorrect or incomplete address supplied by the customer
- Failure to collect the parcel
- Repeated unsuccessful delivery attempts
- Refusal of delivery
- Another circumstance attributable to the customer
please contact us at info@ballford.com.
We may require payment of reasonable additional shipping costs before the order is resent.
Where appropriate, we may alternatively refund an eligible order after deducting reasonable shipping or return costs, subject to applicable law.
10. Refused Deliveries
Refusing a parcel does not automatically create or complete a return request.
If you no longer want your order, please contact us at info@ballford.com before refusing delivery whenever possible.
This allows us to provide the correct return instructions and avoid unnecessary delays or additional shipping charges.
11. Non-Returnable Products
Subject to this policy and applicable law, we may be unable to accept change-of-mind returns for:
- Personalized or custom-made products after customization has begun
- Products made according to customer-supplied specifications
- Products materially damaged after delivery
- Products damaged through misuse, accident, improper care, or normal wear and tear
- Products returned outside the applicable return period without prior approval
These exclusions do not apply where the product is defective, incorrectly supplied, incorrectly customized by Ballford, unsafe, or otherwise subject to rights that cannot lawfully be excluded.
12. Consumer Rights
This Returns & Refund Policy provides contractual rights offered by Ballford and does not exclude or restrict any consumer rights that cannot legally be excluded under applicable law.
Where applicable, sales of goods may be subject to protections under Hong Kong law, including the Sale of Goods Ordinance (Cap. 26) and other applicable consumer protection legislation. Hong Kong's Trade Descriptions Ordinance also regulates false or misleading trade descriptions and specified unfair trade practices. consumer.org.hk
If any provision of this policy conflicts with a mandatory requirement of applicable law, the mandatory legal requirement will prevail.
13. Cancellations Before Dispatch
If you wish to cancel or modify your order, contact us as soon as possible at:
We will try to accommodate cancellation and modification requests where reasonably possible.
However, personalized products may enter customization or production shortly after an order is placed.
Once personalization, customization, or production has begun, we may no longer be able to cancel or modify the order.
If the order has already been dispatched, it cannot be cancelled before delivery and must instead be handled in accordance with the applicable return provisions of this policy.
14. Processing and Customization Times
Personalized products require additional production and customization time before dispatch.
Any production, processing, or delivery estimate displayed on Ballford.com is an estimate unless expressly stated otherwise.
If an order experiences an unusual or substantial delay, please contact us at info@ballford.com and we will provide available information regarding the order.
15. Abuse of the Return Policy
We reserve the right to reject fraudulent, abusive, or unreasonable return requests, including where there is evidence that a customer has intentionally damaged a product, repeatedly abused the return process, or provided materially false information in connection with a claim.
This provision does not affect legitimate claims relating to defective, damaged, incorrect, or non-conforming products.
16. Governing Law
This Returns & Refund Policy and transactions with Ballford are governed by the laws of the Hong Kong Special Administrative Region, subject to any mandatory consumer protection laws that may apply to a particular customer or transaction.
Nothing in this policy is intended to deprive a consumer of rights that cannot lawfully be excluded or limited.
17. Contact Us
For questions regarding returns, refunds, exchanges, cancellations, or product issues, please contact:
Main Street Limited
Company No.: 79323348
39/F THE CTR
99 QUEEN'S ROAD CENTRAL
Hong Kong
Email: info@ballford.com
Website: Ballford.com