Refund policy

Returns & The Right Fit Guarantee

At Balterra, your satisfaction is central to everything we do. That’s why we offer our 30-Day Right Fit Guarantee—designed to give you full confidence in your purchase.

If your glasses don’t feel quite right—whether it’s the fit, the style, or how they look in your world—you have 30 days from the date of delivery to request a return.

What’s eligible for return?

We understand that finding your perfect fit can take a moment. You’re welcome to try them on at home. Your item can be gently worn but must be returned in reasonable condition, with no significant signs of wear, damage, or alteration.

To be eligible:

  • Glasses must be in reasonable condition

  • Include original case and packaging

  • Must be returned within 30 days of delivery

How to start a return

To initiate a return, please contact us at info@balterra.au with your order number and reason for return. If your return is approved, we’ll provide a Return Authorisation along with instructions on how and where to send your item.

Items sent back without an approved Return Authorisation will not be accepted.

Refunds

Once your return has been received and assessed, we’ll notify you of the outcome. If approved, your refund will be processed back to your original payment method within 10 business days.

(Please note, banks and credit card providers may take additional time to complete the refund.)

Exchanges

Looking to exchange your item? Simply email us at info@balterra.au with your order number and the product you'd like to exchange for. Our team will guide you through the process and coordinate the return and dispatch of your new item.

Non-returnable items

Please note, we are unable to accept returns on:

  • Gift cards

  • Final sale or promotional items

  • Products returned damaged or significantly worn

Damaged or incorrect items

If your item arrives damaged or not as expected, please reach out immediately at info@balterra.au with your order number and photos of the issue so we can resolve it promptly.

Balterra is more than eyewear—it’s a movement toward balance and wellbeing. And that begins with a fit that feels just right.