Terms and Conditions
By placing an order through this Website you will be agreeing to our Privacy Policy and the Terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
Sisu SLU (Ctra. Coll d´Ordino, Urb. La Gonarda A2, AD300 Ordino, Andorra) (“we” and “us”) is the operator of https://www.lifeheartbalance.com.
1. General
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you refund the ones out of stock.
2. Shipping Costs
Shipping costs are stated on every product page. Shipping costs will be carried by the customer. For returns, a shipping fee from the amount paid to send the products to you on the first place can be deducted from the amount to be refunded.
3. Refund Policy
The cases that are covered by our Refund Policy are:
- The order does not arrive.
- The item is significantly not as described or damaged before you received it.
We will happily honor the previously indicated returns, please make sure to submit your claim within 14 days after the reception of the items.
Keep in mind that in order to be eligible to receive a partial or full refund:
- Returned items must have tags still on and be returned in original packaging.
- Returned items must have no visible signs of wear or use.
Once return claim is confirmed and the item has been received, we will process a refund to the original payment method used upon purchase within 5 business days. This timing does not include your bank nor third party banks required time to process the refund.
4. Shipping
In order to offer you the best prices, our products are sent to you directly from our manufacturer, so the savings are passed on to you.
Shipping of the items might be done individually, in which case, the items arrive in different timings.
4.1 Shipping Time
On every product description you can see the shipping times. Taking into consideration the Covid Situation, we appreciate you understand any possible delays.
The countries each product can be delivered to are stated on each product page.
It will take 1-5 business days to process your order after confirmation.
In case your delivery is taking longer, please contact our customer service.
4.2 Dispatching Time
Orders are usually dispatched within 2-5 business days of payment of order. We take care to ensure shipment delays will be kept to a minimum.
4.3 Items Out Of Stock
If an item is out of stock, we will cancel and refund the out-of-stock items and dispatch the rest of the order.
4.4 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.
We are NOT responsible if the package is not delivered within the guaranteed shipping time. Shipping carriers are sometimes delayed and we do not take responsibility for late delivery times.
5. Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
6. Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please take pictures of the package, and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps and send us the pictures of the damaged package and goods.
7. Duties & Taxes
7.1 Sales Tax
Sales tax has already been applied to the price of the goods as displayed on the website.
7.2 Import Duties & Taxes
Customs duty is a tax that is determined by the customs authority of your country based on product type, known as commodity, value, weight and dimensions.
Customs duty is established by your customs authority. Duty, tariffs, and taxes are the responsibility of the customer. If you are required to pay duties or taxes by your customs authority you must pay this to the shipping carrier prior to receiving the package. Once the taxes are paid you will be allowed to pick up the package or the shipping courier will drop it off at your doorstep. Please contact the carrier to inquire about their policy.
8. Cancellations
Processed orders are not eligible for cancellations nor modifications.
9. Insurance
Parcels are insured for loss and damage up to the value as stated by the courier.
9.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
9.2 Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
10. Customer Service
For all customer service enquiries, please email us at [email protected].