Refund Policy

The Balanx System™ — Kleraty Ltd

Last updated: 24 July 2026

1. Your legal rights

If you're a consumer in the UK buying at a distance, you have rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. This policy sits alongside those rights and does not replace them.

2. 14-day cancellation (cooling-off) — physical products

For physical KLERATY products bought through us, you generally have 14 days from the day you receive them to cancel for any reason and return them for a refund.

Important exceptions (products you may not be able to return once opened):

• Sealed cosmetics unsealed after delivery. For hygiene and health reasons, skincare products that come sealed cannot be returned once the seal is broken or the product has been used.
• Products that are not in resaleable condition due to handling beyond what's needed to inspect them.

To cancel within the cooling-off period, email billing@kleraty.co.uk with your order number. Return the unopened product to our registered office: Office 1, Izabella House, 24-26 Regent Place, Birmingham, West Midlands, B1 3NJ. You are responsible for return postage unless the item is faulty. We'll refund within 14 days of receiving the returned goods (or proof of return).

3. Faulty, damaged or misdescribed products

If a product arrives faulty, damaged, or not as described, you're entitled to a repair, replacement, or refund. Contact us within a reasonable time with your order number and a photo, and we'll put it right at no cost to you.

4. The app, scan and subscription (digital services)

One-time purchase / digital scan: where the purchase includes a personalised digital scan and protocol, the digital element begins as soon as you start your scan. Under the regulations, once you've consented to the digital service starting within the 14-day period, your right to cancel that digital element may end once it has been performed. We make this consent clear at checkout.

Founding Member subscription: you can cancel your subscription at any time from your account. Cancellation stops future renewals; it takes effect at the end of your current billing period and you keep access until then. We do not generally refund the current period once it has started, except where required by law. We do not charge a cancellation fee.

5. How refunds are paid

Approved refunds are made to your original payment method via Stripe, normally within 5–10 working days of approval.

6. How to reach us

Email contact@kleraty.co.uk with your order number and what you'd like to happen. We aim to respond within 2 working days.

Kleraty Ltd — company number 17133319 — Office 1, Izabella House, 24-26 Regent Place, Birmingham, West Midlands, B1 3NJ, United Kingdom