Refund policy

Returns and refunds

Updated 1 October 2026. This policy applies to consumer purchases of physical goods from ballr.cc. It does not reduce any mandatory rights under the law applicable to your purchase.

30-day returns

You may notify us that you wish to return your purchase, without giving a reason, within 30 calendar days after receiving the goods. Email support@ballr.cc with your order number and a clear statement that you wish to return or withdraw. Please send the goods back within 14 days after giving notice. Any longer period or deadline extension required by local law applies.

Change-of-mind returns must be in like-new condition with no signs of use — no scratches, scuffs, dirt, marks or wear — and must include all supplied accessories and packaging. Reasonable unpacking and basic inspection to check the nature, characteristics and functioning of the goods are allowed; opening the box or activating the camera for this inspection alone does not count as use. This is not a free trial for recording matches. Items returned with signs of use are not eligible for a change-of-mind refund, except where local law gives you a statutory right of withdrawal (for example 14 days in the EU and UK); in that case we may only deduct for evidenced loss of value caused by handling beyond what is necessary for inspection. We do not charge an automatic restocking fee.

Return process and packaging

Contact us for the correct return address, carrier instructions and safe packing guidance. This coordination is not an approval requirement for exercising a statutory withdrawal right. Do not send goods to an office or warehouse address without checking the return destination. Return the supplied accessories, charger and selected plug, bag, manual and other supplied items. Keep and use the original packaging where possible, or equivalent protective packaging. Missing original packaging alone does not automatically invalidate statutory rights. Back up your own recordings and remove personal data and your SIM card before returning a camera.

Who pays return shipping?

For a change-of-mind (non-quality) return, you pay the return shipping cost. For a faulty, incorrectly supplied or transit-damaged item, Ballr pays the necessary reasonable return or collection costs and provides the remedy required by applicable law. Do not arrange unusually expensive transport without contacting us first; this does not restrict your statutory rights.

Oversized tripods may cost substantially more to return than ordinary parcels, particularly across borders. The return destination and estimated direct return cost must be disclosed before purchase where required. If the required return-cost information was not provided, Ballr bears the cost where the law requires. An outbound shipping price is not a guaranteed return-shipping quote.

Refunds

Refunds are made to the original payment method, without a refund fee. We process them promptly and within the applicable legal deadline. For EU and UK statutory withdrawal, reimbursement is due within 14 days after your notice; where permitted, we may withhold it until we receive the returned goods or evidence that you sent them, whichever is earlier. For Mainland China returns, we refund within 7 days after receiving the returned goods, or sooner where required.

We refund the original standard delivery charge where required by law, including EU and UK withdrawal. The extra cost of an optional premium delivery service need not be refunded where the law permits. We do not retrospectively charge outbound shipping on Mainland China camera orders advertised with free shipping. Any lawful deduction is explained with evidence. Your bank or payment provider may need additional time to show the credit.

Faults, wrong items and arrival damage

Please report visible arrival damage or missing items as soon as possible, ideally within 7 days, and include your order number and useful photos. This is a request for prompt reporting, not a deadline that removes legal rights. A fault reported after the 30-day change-of-mind period may still qualify for repair, replacement, a price reduction or a refund under applicable consumer law.

The 12-month limited commercial hardware warranty is additional to, and does not replace, mandatory consumer guarantees. New consumer goods sold in Portugal generally have a 3-year statutory conformity guarantee. Other countries may provide different or longer protection. Nothing here excludes Australian Consumer Law guarantees or any other non-excludable local rights.

Order cancellation

If your order has not been dispatched, contact us promptly to request cancellation. If it has already been dispatched, the return and withdrawal rules above apply. Separately purchased digital services are subject to their own applicable terms and legal safeguards; they do not automatically remove the right to return physical hardware.