Refund policy

Last updated: December 20, 2025

This Cancellation, Return and Refund Policy governs order cancellations, returns, exchanges, refunds, payment reversals, chargebacks, refusals of delivery, abandoned or unclaimed shipments, and related claims concerning Products purchased through the BaliSouk website. By placing an order on the website, the Customer acknowledges having read, understood, and agreed to be bound by this Policy, together with the BaliSouk Terms of Service and Shipping Policy.

This Policy forms an integral part of the contract of sale between BaliSouk and the Customer. It must be read together with the Terms of Service, Shipping Policy, order confirmation, invoice, and any specific written terms expressly agreed by BaliSouk for the relevant order.

Final nature of orders

All BaliSouk furniture and decorative items are created in Bali, Indonesia. Products offered on the website may be produced exclusively upon order, individually prepared, specifically sourced, customized, or already created and held in limited stock. In all cases, Products are sold on an exclusive made-for-sale basis and are reserved, allocated, prepared, sourced, customized, or created specifically for the Customer following order confirmation.

Due to the handcrafted and exclusive nature of BaliSouk Products and the immediate commitment of materials, finished goods, production capacity, supplier resources, packing resources, and logistics preparation following order confirmation, orders are subject to strict cancellation, return, exchange, and refund conditions.

Subject only to any rights that cannot lawfully be excluded under applicable mandatory law, once an order has entered production, preparation, sourcing, customization, allocation, reservation, packing, crating, documentation, or logistics preparation, the order is final and irrevocable and cannot be cancelled, returned, exchanged, or refunded.

A Customer's subsequent change of mind, personal circumstances, expectation mismatch, subjective dissatisfaction, unwillingness to proceed, payment dispute, refusal to cooperate, refusal to complete import procedures, refusal to pay destination charges, refusal to accept delivery, or abandonment of the shipment does not create or restore a cancellation, return, exchange, or refund right.

Cancellation before preparation or production

An order may be cancelled only where production, preparation, sourcing, customization, allocation, reservation, packing, crating, documentation, or logistics preparation has not yet commenced and BaliSouk expressly approves the cancellation in writing.

For the purposes of this Policy, preparation may commence shortly after order confirmation because materials, finished Products, supplier resources, production capacity, packing capacity, logistics capacity, or other resources may be reserved or committed immediately following purchase.

Once any such activity has commenced, the order becomes irrevocable and cannot be cancelled, subject only to any rights that cannot lawfully be excluded under applicable mandatory law.

Any request for cancellation must be submitted as soon as possible by contacting BaliSouk at contact@balisouk.com. Submission of a cancellation request does not itself cancel the order. Any cancellation remains subject to verification and express written approval by BaliSouk.

A cancellation request may be approved solely in limited circumstances, including where the payment was unsuccessful or rejected; where production, preparation, sourcing, customization, allocation, reservation, packing, documentation, or logistics preparation has not yet commenced and BaliSouk expressly approves the cancellation; or where BaliSouk determines that it is unable to fulfil the order due to exceptional operational circumstances.

If BaliSouk expressly approves a cancellation before any production, preparation, sourcing, customization, allocation, reservation, packing, documentation, or logistics preparation has commenced, BaliSouk may refund the applicable amount to the original payment method. Once any such activity has commenced, no cancellation or refund shall be available except where required by applicable mandatory law.

No unilateral cancellation

The Customer may not unilaterally cancel, rescind, terminate, reverse, or otherwise modify an order by sending a cancellation request, refusing to communicate, refusing delivery, declining customs clearance, withholding documentation, refusing destination charges, instructing a logistics provider to hold or return cargo, initiating a payment dispute, requesting a payment reversal, or abandoning the shipment.

Except where a cancellation right arises under applicable mandatory law, cancellation requires BaliSouk's express written acceptance.

No conduct by the Customer inconsistent with completion of the order shall, by itself, constitute an accepted cancellation or create an entitlement to a refund.

Title and ownership of Products

Subject to applicable mandatory law, title to and ownership of the Products shall pass to the Customer upon BaliSouk's receipt of full and cleared payment for the relevant Products.

From that time, the Customer shall be regarded, as between BaliSouk and the Customer, as the owner of the Products, notwithstanding that the Products may remain in sourcing, preparation, production, quality control, packing, storage, consolidation, export processing, international transportation, customs processing, or destination storage.

The transfer of title and ownership does not constitute physical delivery of the Products and does not create or restore any cancellation, return, exchange, or refund right that is not otherwise available under this Policy, the Terms of Service, the Shipping Policy, or applicable mandatory law.

The transfer of title and ownership does not alter the Customer's obligations relating to international transportation, customs clearance, import formalities, duties, taxes, destination charges, regulatory filings, cargo release, collection, or acceptance of delivery.

Title and ownership are distinct from risk of loss or damage during transportation. Any allocation of transportation risk, carrier liability, insurance coverage, or responsibility for loss or damage shall be determined separately in accordance with the Terms of Service, Shipping Policy, applicable transportation arrangements, insurance conditions, and any rights that cannot lawfully be excluded under applicable law.

No returns

All BaliSouk Products are handcrafted and sold either as made-to-order Products or as limited-stock Products specifically allocated to the Customer upon purchase.

Products may involve natural materials, handcrafted characteristics, individual dimensions, finishes, textures, grain, weaving, stone patterns, color variations, irregularities, or other characteristics inherent to artisanal production.

For these reasons, BaliSouk does not accept returns, exchanges, or change-of-mind returns. The return period is zero (0) days and return shipping is not applicable, except where a return right is expressly required by applicable mandatory law.

To the maximum extent permitted by applicable law, reasonable variations inherent to handcrafted production, natural materials, artisanal techniques, dimensions, textures, grain, weaving, finishes, stone, marble, wood, rattan, bamboo, color tones, or appearance do not by themselves constitute defects or grounds for cancellation, return, exchange, refund, compensation, or replacement.

No unauthorized returns

No Product may be returned to BaliSouk, a supplier, warehouse, freight forwarder, carrier, destination agent, logistics provider, or any other location without BaliSouk's prior express written authorization, except where applicable mandatory law provides otherwise.

The Customer shall not instruct a carrier, freight forwarder, customs broker, destination agent, warehouse, terminal, or other logistics provider to return, redirect, re-route, abandon, dispose of, transfer, or otherwise alter the disposition of Products for the purpose of cancelling or reversing the underlying commercial transaction without BaliSouk's prior written agreement, except where required by applicable law or a competent authority.

An unauthorized return, attempted return, re-routing instruction, refusal, or abandonment does not constitute an accepted return and does not create an entitlement to cancellation, refund, reimbursement, credit, exchange, or compensation.

Reasonable and properly documented costs resulting from an unauthorized return, attempted return, re-routing, refusal, or other unauthorized instruction may remain recoverable from the Customer to the fullest extent permitted by applicable law.

No refunds after order commitment

Once production, preparation, sourcing, customization, allocation, reservation, packing, crating, documentation, or logistics preparation has commenced, amounts paid for the order are non-refundable, except where a refund is expressly required by applicable mandatory law or where BaliSouk itself determines that it is unable to fulfil the order before dispatch.

A Customer's subsequent change of mind, expectation mismatch, subjective dissatisfaction, change of circumstances, inability or unwillingness to complete import procedures, refusal to provide documentation, refusal to pay destination charges, failure to obtain customs clearance, failure to collect the shipment, refusal to accept delivery, or abandonment of the shipment does not create a right to cancellation or refund.

The Customer's decision not to take possession of Products does not, by itself, reverse or invalidate BaliSouk's prior performance of production, sourcing, preparation, quality control, packing, documentation, or international shipping obligations.

Pre-shipment requirements and Customer cooperation

Before Products are released for international transportation, the Customer may be required to provide information or documentation, appoint or communicate with a customs broker or other authorized representative, complete applicable import or regulatory formalities, provide information required for transportation or customs documentation, and settle any charges that are required to be paid before shipment or cargo release.

The Customer agrees to cooperate promptly with reasonable pre-shipment requests made by BaliSouk, an appointed logistics provider, freight forwarder, carrier, customs broker, destination agent, or other party involved in arranging the international transportation or importation of the Products.

BaliSouk may withhold release or dispatch of the Products until all information, documentation, formalities, confirmations, appointments, authorizations, or payments reasonably required from the Customer before shipment have been satisfactorily completed.

Where applicable, BaliSouk may require confirmation that the Customer has appointed an appropriate customs broker, completed required importer registration procedures, arranged any required customs bond, completed or arranged an Importer Security Filing, supplied required consignee or importer information, or completed other mandatory pre-arrival or pre-shipment formalities before the Products are released for transportation.

A delay or withholding of release or dispatch resulting directly from the Customer's failure, delay, refusal, silence, or inaction in completing such requirements shall not constitute cancellation, non-performance, non-delivery, or breach by BaliSouk and shall not, by itself, create any entitlement to cancellation, refund, return, replacement, compensation, or payment reversal, to the maximum extent permitted by applicable law.

Any reasonable and properly documented storage, handling, administrative, re-packing, re-booking, cancellation, amendment, warehouse, or other additional costs arising directly from the Customer's failure or refusal to complete required pre-shipment obligations may, to the extent permitted by applicable law, be charged to and recovered from the Customer.

Suspension following payment failure or payment reversal

Where an amount due in connection with an order is unpaid, reversed, recalled, charged back, disputed, withheld, or otherwise no longer available to BaliSouk, BaliSouk may, to the fullest extent permitted by applicable law, suspend production, preparation, packing, release, dispatch, documentation, transportation instructions, or other performance reasonably affected by the payment issue pending resolution.

Such suspension does not constitute cancellation of the order, acceptance of a refund request, termination of the contract, waiver of the underlying amount, or release of the Customer from obligations otherwise lawfully due.

Reasonable storage, handling, warehousing, administrative, re-booking, transportation, or other costs may continue to accrue during such suspension where properly incurred and legally recoverable.

Right to withhold release before dispatch

To the fullest extent permitted by applicable law, BaliSouk may withhold release of Products remaining within BaliSouk's possession or control where amounts properly due in connection with the relevant order remain unpaid or where mandatory pre-shipment requirements allocated to the Customer remain incomplete.

Such withholding shall not constitute cancellation of the order, acceptance of a refund request, waiver of any outstanding payment obligation, or creation of a return right.

Shipping and dispatch do not create a cancellation right

Once an order has been dispatched from Bali, the Customer remains responsible for complying with the customs, import, documentation, payment, clearance, collection, and delivery obligations allocated to the Customer under the BaliSouk Shipping Policy and Terms of Service.

Dispatch of the goods does not create or restore any cancellation, return, exchange, or refund right that had ceased following commencement of production, preparation, sourcing, customization, allocation, reservation, packing, documentation, or logistics preparation.

Unless expressly agreed otherwise in writing by BaliSouk, international transportation purchased from BaliSouk does not include customs duties, import taxes, VAT, GST, customs brokerage, customs clearance charges, destination handling charges, port or terminal charges, deconsolidation charges, CFS charges, warehouse charges, storage charges, demurrage or detention where applicable, local handling charges, administrative charges, domestic transportation, final-mile transportation, or other destination-country charges.

Such charges remain for the Customer's account in accordance with the BaliSouk Shipping Policy and applicable law.

Customs, import and destination-country issues

No cancellation, return, refund, replacement, compensation, or other remedy shall be contractually due solely because a shipment is delayed, held, inspected, not released, not collected, refused, returned, re-routed, stored, disposed of, destroyed, sold, abandoned, or otherwise affected as a direct consequence of the Customer's failure or refusal to comply with customs, import, documentation, payment, clearance, collection, or delivery obligations, subject always to any rights that cannot lawfully be excluded under applicable mandatory law.

The Customer acknowledges that customs authorities, carriers, freight forwarders, customs brokers, destination agents, ports, terminals, CFS operators, warehouses, and other third-party logistics providers operate independently of BaliSouk and may impose procedures, requirements, deadlines, and charges outside BaliSouk's reasonable control.

A delay, customs hold, inspection, port delay, destination handling procedure, request for documentation, request for payment of destination charges, or other destination-country procedure does not by itself constitute non-delivery, breach, or failure by BaliSouk.

Estimates of duties, taxes and destination charges

Any estimate, indication, illustration, preliminary calculation, historical example, or informal information provided by BaliSouk concerning customs duties, taxes, brokerage fees, destination charges, clearance, storage, handling, transportation, or other third-party costs is provided for informational purposes only unless BaliSouk expressly guarantees a specific amount in writing.

Actual charges may differ from estimates and may be determined independently by customs authorities, governmental authorities, carriers, brokers, destination agents, ports, terminals, warehouses, or other third parties.

A difference between an estimate and an actual third-party charge does not, by itself, create a right to cancellation, return, refund, reimbursement, or compensation.

United States shipments and Importer Security Filing (ISF)

For ocean freight shipments to the United States that are subject to Importer Security Filing requirements, the party qualifying as the ISF Importer under applicable United States law is responsible for ensuring that the required filing is completed accurately and within the applicable deadline.

Where the Customer qualifies as the ISF Importer under applicable United States regulations, failure by the Customer or its appointed customs broker or authorized filing agent to complete the ISF accurately or within the applicable deadline does not create a right to cancel the order, reject the shipment, obtain a refund, or claim compensation from BaliSouk.

Unless BaliSouk expressly agrees otherwise in a separate written agreement, BaliSouk does not act as ISF Importer and does not undertake or guarantee the Customer's ISF filing obligations.

Any customs hold, delay, penalty, liquidated damages claim, storage charge, administrative cost, additional transportation charge, non-release, or other consequence resulting directly from the failure of the Customer or its appointed representative to fulfil an ISF obligation allocated to that Customer shall not constitute grounds for cancellation, return, refund, replacement, or compensation by BaliSouk, to the extent permitted by applicable law.

Failure or refusal to take delivery

The Customer's failure or refusal to communicate with BaliSouk, a carrier, freight forwarder, customs broker, destination agent, customs authority, port, terminal, warehouse, or other party involved in the shipment does not constitute cancellation of the order.

The Customer's failure or refusal to provide documentation, complete import formalities, appoint a customs broker where required, pay applicable destination charges, obtain customs release, collect the goods, accept delivery, or otherwise take possession of the shipment does not constitute cancellation, authorized return, non-delivery attributable to BaliSouk, or grounds for refund.

The Customer remains responsible for reasonable and properly incurred costs arising directly from such failure or refusal, including applicable storage, handling, warehouse, CFS, demurrage, detention, customs, administrative, return-to-origin, re-routing, disposal, destruction, abandonment, or other charges, to the extent permitted by applicable law.

Refusal of delivery does not constitute exercise of an agreed cancellation or return right and shall not, by itself, release the Customer from payment, reimbursement, customs, import, destination, collection, or other obligations already incurred.

Abandoned, refused, unclaimed or undeliverable cargo

A shipment may be considered refused, unclaimed, abandoned, or undeliverable where the Customer fails or refuses to complete required import formalities, provide required documentation, pay applicable destination charges, respond to relevant communications, obtain customs release, collect the cargo, accept delivery, or otherwise prevents completion of destination procedures.

Subject to applicable law and transportation conditions, carriers, freight forwarders, destination agents, customs authorities, ports, terminals, warehouses, CFS operators, or other competent parties may store, hold, return, re-route, dispose of, destroy, sell, auction, or otherwise deal with refused, abandoned, unclaimed, uncleared, or undeliverable cargo.

Such circumstances do not create a right to cancellation, return, refund, replacement, or compensation from BaliSouk where they result directly from the Customer's failure or refusal to fulfil obligations allocated to the Customer.

Abandonment of the shipment by the Customer does not constitute cancellation of the underlying purchase and does not, by itself, extinguish payment, reimbursement, storage, handling, destination-charge, interest, recovery-cost, or other obligations that have already arisen under the order, Terms of Service, Shipping Policy, or applicable law.

The fact that Products may ultimately be returned, disposed of, destroyed, sold, auctioned, or otherwise cease to be available for delivery does not automatically extinguish monetary obligations that accrued before or as a result of the Customer's refusal, non-collection, non-clearance, or abandonment.

Continuing accrual of charges

The Customer acknowledges that storage, demurrage, detention, warehousing, handling, CFS, port, terminal, customs, brokerage, administrative, and other third-party charges may continue to accrue while cargo remains uncleared, uncollected, refused, held, abandoned, or otherwise unresolved.

Notification of an existing amount, quotation, estimate, invoice, or accrued charge does not constitute a cap on subsequent charges.

Additional amounts may continue to accrue until the relevant cargo situation is cleared, collected, delivered, returned, disposed of, abandoned, sold, destroyed, or otherwise finally resolved.

Disposition proceeds and outstanding amounts

Where abandoned, refused, unclaimed, or undeliverable cargo is lawfully sold, auctioned, realized, or otherwise disposed of by a carrier, warehouse, authority, terminal, logistics provider, or other competent party, any net proceeds actually credited against charges or actually received for the Customer's account shall be taken into account where required by applicable law when determining any remaining amount properly due.

The existence of such proceeds does not automatically extinguish any remaining principal balance, storage charges, handling charges, abandonment costs, transportation costs, interest, recovery costs, or other amounts properly due.

Charges resulting from Customer default

If BaliSouk is required by a carrier, freight forwarder, destination agent, customs authority, port, terminal, warehouse, CFS operator, customs broker, or other logistics provider to pay reasonable and properly documented charges arising directly because the Customer failed or refused to perform an obligation allocated to the Customer under the Terms of Service, Shipping Policy, or this Policy, BaliSouk reserves the right, to the extent permitted by applicable law, to recover such amounts from the Customer.

This may include reasonable and properly documented charges arising from the Customer's failure to complete pre-shipment requirements, customs or import formalities, comply with applicable ISF obligations, provide required documentation, appoint a required representative, pay destination charges, respond to requests, obtain cargo release, collect the cargo, accept delivery, or otherwise comply with applicable destination-country requirements.

Where BaliSouk advances or settles a charge allocated to the Customer in order to protect cargo, mitigate loss, prevent additional charges, comply with a third-party requirement, or otherwise manage an unresolved shipment, such payment does not transfer the underlying obligation to BaliSouk and may remain recoverable from the Customer to the extent permitted by applicable law.

The existence or payment of such charges by BaliSouk does not create a right for the Customer to cancel the order, return the Products, obtain a refund, or abandon any existing payment or reimbursement obligation.

Outstanding principal amounts and additional charges

Where any purchase price, shipping amount, reimbursement obligation, charge advanced by BaliSouk, or other amount properly payable to BaliSouk remains unpaid, reversed, recalled, charged back, withheld, or otherwise outstanding, BaliSouk reserves the right to demand payment of all amounts lawfully due.

A payment reversal or chargeback does not, by itself, convert an otherwise validly performed order into a cancelled order or automatically extinguish an underlying contractual amount that remains lawfully due.

Where additional reasonable and recoverable charges arise following non-payment, refusal, non-cooperation, failure to clear or collect cargo, unauthorized return instructions, or abandonment, such charges may be added to amounts otherwise lawfully due to the extent permitted by applicable law.

Interest, collection and recovery costs

Any amount remaining due and unpaid may, to the fullest extent permitted by applicable law, accrue interest from the date on which that amount became due at the rate expressly agreed in the applicable contract or, where no enforceable contractual rate has been agreed, at the applicable lawful or statutory rate.

Where additional charges subsequently become due and recoverable from the Customer, interest may accrue on such amounts from the applicable due date to the extent permitted by law.

BaliSouk reserves the right to recover reasonable and legally recoverable costs incurred in seeking payment or enforcing contractual obligations, including collection costs, administrative recovery costs, professional fees, legal fees, court costs, enforcement expenses, and other recovery expenses, to the extent permitted by applicable law.

Payment of the original purchase amount does not extinguish separately accrued and lawfully recoverable destination, storage, abandonment, logistics, interest, collection, or other amounts.

Payment of destination, logistics, storage, or other additional charges does not extinguish an outstanding principal purchase amount.

No set-off, deduction or withholding

Except where prohibited by applicable law, amounts properly due to BaliSouk under the order, this Policy, Shipping Policy, or Terms of Service shall be paid without unauthorized deduction, set-off, counterclaim, withholding, or reduction.

A dispute concerning one charge, service, shipment component, destination expense, or other matter does not, by itself, entitle the Customer to withhold, deduct, offset, or reverse payment of a separate amount otherwise properly due.

Nothing in this section limits any non-waivable right available under applicable law.

Disputed charges and undisputed obligations

A dispute concerning a particular destination charge, logistics charge, customs amount, administrative expense, shipping component, or other element of the transaction does not, by itself, suspend, cancel, extinguish, invalidate, or reverse other contractual obligations that are not themselves legitimately disputed.

The Customer remains responsible for timely performance of all undisputed obligations while any genuinely disputed amount is being reviewed, subject to applicable law.

Bill of Lading and transportation documents

International shipments may be documented by a Bill of Lading, Sea Waybill, House Bill of Lading, Master Bill of Lading, air waybill, arrival notice, or other transportation document issued by a carrier, freight forwarder, NVOCC, logistics provider, or its agent.

The identification of BaliSouk, the Customer, an appointed logistics provider, freight forwarder, carrier, exporter, or another party on a transportation or commercial document does not, as between BaliSouk and the Customer, create a cancellation, return, or refund right and does not alter the allocation of customs, import, tax, ISF, brokerage, destination-payment, cargo-release, collection, or delivery obligations established under the Terms of Service, Shipping Policy, this Policy, or applicable law.

Where a transportation document identifies destination charges or destination obligations as being for the Consignee's account, the Customer accepts responsibility for such charges and obligations where the Customer is the Consignee, subject to applicable law.

Role and authority of logistics providers

Freight forwarders, carriers, NVOCCs, consolidators, customs brokers, destination agents, ports, terminals, CFS operators, warehouses, local transport providers, and other logistics parties involved in an order perform operational logistics functions within their respective scopes.

Unless BaliSouk expressly confirms otherwise in writing, no logistics provider, carrier, freight forwarder, customs broker, destination agent, warehouse, logistics coordinator, or employee or representative of such third party has authority to cancel an order, authorize a return, approve a refund, grant a credit, waive an amount due, compromise a claim, amend a commercial term, settle a dispute, or otherwise modify the commercial contract between BaliSouk and the Customer.

No logistics provider may bind BaliSouk merely because BaliSouk appointed, introduced, copied, communicated with, instructed, or otherwise involved that provider in connection with transportation or logistics operations, except to the extent expressly authorized by BaliSouk or required by applicable law.

A statement, communication, understanding, concession, or purported agreement between the Customer and a logistics provider does not constitute an amendment, cancellation, return authorization, refund authorization, settlement, or waiver by BaliSouk unless expressly confirmed by BaliSouk in writing.

Commercial communications must be addressed to BaliSouk

Cancellation requests, refund requests, return requests, payment disputes, contractual objections, proposed settlements, claims concerning the purchase price, requests for credits, allegations of breach, and other commercial or contractual matters must be addressed directly to BaliSouk through its authorized communication channels.

Operational communications may be exchanged directly with carriers, customs brokers, destination agents, freight forwarders, warehouses, or other logistics providers where required for customs clearance, documentation, payment of destination charges, cargo release, collection, or transportation.

Operational communications with a logistics provider do not authorize that provider to modify the commercial agreement between BaliSouk and the Customer.

Customer contact details and communications

The Customer is responsible for providing and maintaining accurate email, telephone, billing, shipping, consignee, and other relevant contact information throughout the order and shipment process.

The Customer is responsible for monitoring communication channels supplied in connection with the order and for promptly notifying BaliSouk of changes to those details.

Subject to applicable law, BaliSouk may retain and rely upon order records, emails, messages, notices, correspondence, carrier records, logistics-provider communications, customs communications, delivery or collection notices, and other electronic or documentary records as evidence concerning the performance and administration of the order.

Customer non-response

Where Customer action is reasonably required to prevent delay, storage, customs consequences, non-release, or additional costs, the Customer shall respond within the timeframe reasonably specified in the relevant communication or, where no timeframe is specified, without unreasonable delay having regard to the circumstances.

The Customer's silence or failure to respond does not constitute cancellation, refund, return, payment reversal, release from contractual obligations, or acceptance by BaliSouk of abandonment.

Reasonable and properly documented costs resulting directly from Customer non-response may remain recoverable to the extent permitted by applicable law.

Conflicting, unclear or changing Customer instructions

Where the Customer provides instructions that are incomplete, ambiguous, contradictory, inconsistent with previous instructions, withdrawn, or subsequently changed, BaliSouk and relevant logistics providers may suspend action reasonably requiring clarification until clear instructions are received.

The Customer may remain responsible, to the extent permitted by applicable law, for reasonable and properly documented storage, amendment, re-booking, handling, administrative, transportation, or other additional costs directly resulting from conflicting, unclear, withdrawn, or changed instructions.

BaliSouk shall not be responsible for consequences directly resulting from a logistics provider reasonably acting upon the Customer's latest clear operational instruction before receiving notice of a subsequent change, subject to applicable law.

Actual logistics failure attributable to BaliSouk

A distinction shall be made between a destination-country, customs, carrier, Customer, or third-party logistics event and a failure directly attributable to BaliSouk.

A shipment shall not be considered lost or undelivered solely because it is delayed, in transit, awaiting transshipment, awaiting customs clearance, subject to inspection, awaiting documentation, awaiting payment of destination charges, held at a port, terminal, CFS, warehouse, or other logistics facility, or awaiting collection or delivery action by the Customer.

If objective and verifiable evidence establishes that goods have been permanently lost during transportation or that BaliSouk is otherwise unable to fulfil the order for reasons directly attributable to BaliSouk, BaliSouk will assess the applicable remedy in accordance with the circumstances, applicable transportation insurance where relevant, Terms of Service, Shipping Policy, and any mandatory rights available under applicable law.

The existence of an alleged logistics incident does not create an automatic right to refund before the circumstances have been reasonably investigated and the status of the shipment established.

Damaged Products and transportation claims

Damage alleged to have occurred during international transportation does not automatically constitute grounds for cancellation or an immediate refund and may be subject to investigation, carrier procedures, transportation insurance, inspection, evidence requirements, and claims procedures.

The Customer must notify BaliSouk promptly after discovering transportation damage and must reasonably preserve the Products, packaging, crates, labels, transportation documents, and other relevant evidence pending investigation where reasonably required.

BaliSouk may request photographs, videos, written descriptions, delivery reservations, inspection reports, carrier documentation, or other reasonable evidence necessary to investigate the claim and, where applicable, submit or support an insurance or carrier claim.

The Customer shall reasonably cooperate with such procedures. Disposal, alteration, repair, modification, destruction, or loss of relevant evidence before BaliSouk, the carrier, insurer, or other relevant party has had a reasonable opportunity to assess the claim may affect the ability to investigate or recover under applicable transportation or insurance arrangements, subject to applicable mandatory law.

Any remedy for verified transportation damage shall be determined according to the nature and extent of the damage, available repair or replacement solutions, applicable insurance or carrier arrangements, contractual terms, and mandatory rights under applicable law.

Handcrafted Products and natural variations

BaliSouk Products are handcrafted and may use natural materials including wood, rattan, bamboo, stone, marble, fibers, fabrics, leather, and other naturally variable materials.

Natural variations in grain, knots, texture, pattern, veining, color, tone, weaving, surface appearance, dimensions, handcrafted finishing, and other artisanal characteristics may occur between Products, samples, photographs, display images, production batches, or individual pieces.

To the maximum extent permitted by applicable law, reasonable natural or handcrafted variations do not by themselves constitute manufacturing defects, non-conformity, misrepresentation, or grounds for cancellation, return, exchange, refund, replacement, or compensation.

Shipping, packing, insurance and logistics charges

To the maximum extent permitted by applicable law, shipping, freight, packing, crating, export documentation, fumigation, inspection, insurance, handling, logistics, customs-related third-party costs, and other services already performed or incurred in connection with an order are non-refundable once performed or incurred.

Where an exceptional refund is required by law or expressly approved by BaliSouk, BaliSouk reserves the right, to the extent permitted by applicable law, to exclude from the refunded amount reasonable non-recoverable costs for services already performed or expenses already incurred specifically for the order.

Exceptional refunds

Any refund, credit, cancellation, replacement, commercial gesture, settlement, or other remedy voluntarily granted by BaliSouk in circumstances where BaliSouk was not otherwise legally required to provide that remedy shall apply only to the specific circumstances for which it was granted.

Such accommodation does not establish a precedent, course of dealing, continuing entitlement, amendment of this Policy, or waiver of BaliSouk's rights in relation to any other order, Customer, shipment, claim, or circumstance.

Chargebacks and payment disputes

Nothing in this Policy restricts any right that cannot lawfully be excluded under applicable law or applicable payment-network rules.

However, circumstances resulting directly from the Customer's failure or refusal to fulfil production-related confirmations, pre-shipment requirements, customs, import, ISF where applicable, documentation, payment, clearance, collection, or delivery obligations do not, by themselves, constitute non-delivery or failure by BaliSouk.

A payment dispute, chargeback, payment reversal, bank recall, payment cancellation request, or similar procedure does not itself cancel the underlying contract, constitute BaliSouk's acceptance of a refund, authorize a return, or conclusively determine whether BaliSouk has complied with its contractual obligations.

Where a payment previously made to BaliSouk is subsequently reversed, recalled, charged back, withheld, disputed, or otherwise withdrawn, BaliSouk expressly reserves all contractual and legal rights concerning any underlying amount that remains lawfully due.

Where Products have already been sourced, produced, prepared, allocated, packed, documented, dispatched, transported, stored, or otherwise processed in performance of the order, a subsequent payment dispute or reversal does not, by itself, undo that performance.

Subject to applicable law and the valid outcome of any dispute concerning the underlying transaction, the Customer may remain responsible for the principal contractual amount lawfully due together with properly incurred and recoverable additional amounts arising from subsequent non-payment, refusal, non-cooperation, failure to clear or collect cargo, unauthorized return, or abandonment.

In the event of a payment dispute or chargeback, BaliSouk reserves the right to provide the payment provider, acquiring bank, issuing bank, card network, financial institution, payment processor, collection professional, legal adviser, court, authority, or other relevant party with evidence concerning the transaction and Customer's acceptance of the applicable contractual terms, subject to applicable law.

Such evidence may include the order confirmation, invoice, payment records, Terms of Service, Shipping Policy, this Policy, production records, supplier records, photographs, quality-control documentation, packing records, correspondence, emails, messages, shipping documents, Bills of Lading, carrier information, tracking or vessel information, customs communications, destination-agent communications, delivery or collection notices, pre-shipment requests, and evidence concerning the Customer's conduct, instructions, failure or refusal to complete applicable procedures.

Preservation of evidence

BaliSouk may preserve records reasonably relevant to an actual or anticipated payment dispute, contractual dispute, insurance claim, transportation claim, recovery action, legal proceeding, regulatory inquiry, or other dispute, subject to applicable data-protection and retention requirements.

Such records may include order information, correspondence, photographs, production records, quality-control records, shipping records, logistics communications, carrier records, payment information, customs-related records, and other documentation reasonably connected with the transaction.

No waiver through Customer inaction

Failure by the Customer to respond to BaliSouk or any party involved in transportation or importation does not waive, cancel, or extinguish the Customer's obligations under the order.

Failure by BaliSouk to immediately enforce any provision of this Policy or recover any amount owed by the Customer does not constitute a waiver of BaliSouk's right to enforce that provision or recover that amount at a later time, subject to applicable law.

No waiver through assistance or commercial accommodation

No assistance, accommodation, operational intervention, customer-service communication, extension of time, attempt to resolve a dispute, payment or advancement of a third-party charge, coordination with a logistics provider, or other action by BaliSouk shall constitute acceptance of liability, cancellation, refund, return, waiver, settlement, or release of the Customer from contractual obligations unless BaliSouk expressly confirms otherwise in writing.

No transfer of Customer obligations

The fact that BaliSouk assists the Customer, communicates with a logistics provider, provides documentation, coordinates transportation, advances a third-party charge, facilitates customs-related communications, or otherwise assists in resolving an order or shipment issue does not transfer to BaliSouk any obligation allocated to the Customer under the order, Shipping Policy, Terms of Service, this Policy, or applicable law.

Survival of obligations

Any obligation which by its nature is intended to continue following cancellation requests, payment disputes, payment reversals, refusal of delivery, non-collection, abandonment, return, disposal, destruction, sale, termination of transportation, or other conclusion of the physical shipment process shall survive such event to the fullest extent permitted by applicable law.

This may include obligations concerning outstanding principal amounts, reimbursement of properly incurred third-party charges, destination-country charges, storage, handling, abandonment-related costs, interest, collection expenses, legal recovery costs, indemnification where applicable, and other amounts lawfully due.

Physical loss of access to the Products, disposal of the Products, or termination of the transportation process does not automatically extinguish accrued monetary obligations.

Cumulative rights and remedies

The rights and remedies described in this Policy are cumulative to the extent permitted by applicable law and do not exclude rights or remedies available under the Terms of Service, Shipping Policy, applicable order documentation, transportation arrangements, insurance arrangements, or applicable law.

Exercise of one right or remedy by BaliSouk does not, by itself, prevent BaliSouk from exercising another available right or remedy.

Mandatory legal rights

Nothing in this Policy is intended to exclude, restrict, or waive any statutory consumer protection, remedy, liability, or other right that cannot lawfully be excluded, restricted, or waived under applicable law.

Where a provision of this Policy conflicts with a mandatory legal requirement applicable to a particular transaction, that mandatory requirement shall apply only to the extent legally required, and the remaining provisions of this Policy shall continue to apply to the fullest extent permitted by law.

Integration with Terms of Service and Shipping Policy

This Cancellation, Return and Refund Policy forms an integral part of the BaliSouk Terms of Service and shall be read together with the BaliSouk Shipping Policy.

By placing an order, the Customer expressly confirms having read, understood, and accepted the Terms of Service, Shipping Policy, and this Cancellation, Return and Refund Policy, including the provisions concerning the final nature of orders, title and ownership of Products, absence of returns, refund restrictions, pre-shipment requirements, international shipping, customs and import responsibilities, destination charges, ISF requirements where applicable, failure or refusal to take delivery, abandoned or unclaimed cargo, unauthorized returns, recovery of qualifying charges, payment disputes, chargebacks, continuing charges, and survival of applicable obligations.

Severability

If any provision, sentence, part of a provision, or application of this Policy is determined by a competent authority to be invalid, unlawful, or unenforceable, it shall be interpreted, limited, or severed to the minimum extent necessary, and the remaining provisions shall continue in full force to the maximum extent permitted by applicable law.

No waiver

No failure, delay, assistance, accommodation, commercial gesture, operational intervention, payment of a third-party charge, communication with a logistics provider, attempt to mitigate loss, or attempt by BaliSouk to resolve an order or shipment issue shall constitute a waiver of any contractual right unless BaliSouk expressly confirms such waiver in writing.

Customer support

Questions concerning cancellations, returns, refunds, or related claims may be submitted to BaliSouk at contact@balisouk.com or through the contact details provided on the website.

Policy updates

BaliSouk reserves the right to update or modify this Policy to reflect changes in legal, regulatory, operational, payment, insurance, or logistics requirements.

The version in effect at the time the Customer places the order shall apply to that order, unless a subsequent amendment is expressly agreed with the Customer or is required by applicable law.