Sorry things didn’t work out! We’re happy to get the returns process started for you!

Please note that we can only handle product return/exchanges that were directly ordered from our website, If your Bala products were purchased through another retailer, you will need to go directly through them to process your return/exchange.

You will receive a return label once we have a little more information on what you’re returning/exchanging via the link. If you need additional labels due to your order arriving in separate boxes, please reach out to us at . Bala customers will be responsible for shipping costs associated with sending returns back to us on all merchandise, unless otherwise noted as Final Sale, within 5 days of the shipment date. Exchanges will be given free shipping back and forth.

If you have any questions, please feel free to reach out to [email protected].

*Please note the Beam and Play Mats are final sale due to the weight of the item. Contact [email protected] if you have product issues.

How do I initiate a return or exchange?

To initiate a return or exchange, please reach out to 

You will be able to return your item(s) for a refund, exchange an item(s) for something else, or receive an “Instant Refund” minus shipping. The returns label fee is presented to the customer on the Estimated Refund Page, and once this is confirmed the label fee will be deducted from the order and a return label will be generated.

Please note that if you are exchanging a specialty color at a higher price point than the rest of the colors in the product group you’ll need to follow these special instructions in order to process your exchange correctly:

  1. From our return portal fill in your order information, select the reason for the return/exchange and click continue.
  2. Under the header “What would you like to do?” select “Shop for something new” and continue.
  3. Under All Products, select the same product group from the options.
  4. The next page will bring you to the colors that are currently available, select the one of your liking and continue. 
  5. The next page will bring you to your estimated refund based on the price difference in the colors and you’ll be able to download your return label and will receive a new order confirmation for the exchanged order.

What is an “Instant Refund” and how do I use it?

Similar to a gift card, during the Return & Exchange process you may be issued a temporary Instant Refund. The Instant Refund will be equal to the value of your returns minus shipping and gives you the flexibility to place a new order right away, rather than wait for a credit card refund.

What happens if I don’t use my “Instant Refund”?

Once your return items are checked in, we will deactivate the Instant Refund and issue a refund for any outstanding balance back to your original payment method. If you did not use any of your Instant Refund, you will receive a full refund for these items.

Why doesn’t my “Instant Refund” match the price of the item I’m returning?

If you used a discount on your order, our returns system will show the price paid rather than the value of the item. We will also deduct the return shipping from this as well. To keep your discount in place, move through our traditional exchange process rather than using your Instant Refund to repurchase.

How long does a refund or exchange take to process?

Once your return is prepared, you can drop it at any Fedex location or designated Fedex dropbox. You can find a nearby Fedex drop off point at the following link: or you can schedule a pick up from the Fedex site if you have an account. For more information on this please visit the link here.

All returns are shipped back to our warehouse via Fedex Smartpost which is a combined service of Fedex and USPS.

Once your return is delivered to our warehouse, please allow up to 15 business days for us to inspect and process the return. When your return is processed, you will receive an email notification confirming your refund. Please allow 3-5 business days for the refund to show on the original form of payment.

How do I return a gift?

Please reach out to 

If you are having trouble tracking down details from the original order, please email us at [email protected] with info about the order, such as the first/last name of the person who purchased the gift, their email address or any other information you think might help.

And don’t worry, the gift giver doesn’t receive any notifications around this process whatsoever.

How do I track my return?

You can track your return by logging into your Bala account and selecting the returned order number or through your initial return confirmation email. There you will find your RMA number, return tracking, refund estimate and the items you selected to return.

If you do not have a Bala account, you can track your return through the initial return confirmation email, or reach out to 

What if I purchased using Affirm?

If you have changed your mind, you can return or exchange your Affirm purchase the same way regular items are returned/exchanged. Affirm will be notified of your return and will process the appropriate refunds. Please do not return your purchase to Affirm.