Refund policy
Last updated: July 23, 2026
Colorado Mountain Balm Company, LLC, doing business as The Balm Co., wants you to be satisfied with your purchase. This policy explains how returns, refunds, exchanges, damaged products, and order problems are handled.
Return Eligibility
You may request a return within 30 days after your order is delivered.
To qualify for a return, the product must be:
- Unused and unopened;
- In its original packaging;
- In resalable condition; and
- Accompanied by the order number or other proof of purchase.
Because our products are personal-care and cosmetic products, we generally cannot accept returns of products that have been opened, used, sampled, altered, or contaminated unless the product arrived damaged, defective, or incorrect.
Starting a Return
Before mailing a return, contact us at info@spreadthebalm.com.
Please provide:
- Your full name;
- Your order number;
- The product you wish to return;
- The reason for the return; and
- Photographs when the product is damaged, defective, leaking, or incorrect.
Returns sent without prior authorization may not be accepted or processed.
After your return is approved, we will provide return instructions and confirm where the package should be sent.
Do not mail a return to our P.O. Box unless we specifically instruct you to do so.
Return Shipping Costs
Customers are responsible for return-shipping costs when returning an unwanted product, ordering the wrong product, changing their mind, or providing an incorrect shipping address.
Original shipping charges are nonrefundable unless the return resulted from an error by The Balm Co. or the product arrived damaged, defective, or incorrect.
If the return is required because of our error, we may provide a prepaid return label or another appropriate resolution.
We recommend using a trackable shipping service. The Balm Co. is not responsible for return packages that are lost, damaged, or misdirected before they are received by us.
Damaged, Defective, Leaking, or Incorrect Products
Please inspect your order promptly after delivery.
Contact us within seven days of delivery if an item arrives:
- Damaged or broken;
- Leaking;
- Defective;
- Opened during shipping;
- Missing from the order; or
- Different from the product ordered.
Email info@spreadthebalm.com and include your order number and clear photographs of:
- The affected product;
- The shipping box;
- The interior packaging; and
- The shipping label.
After reviewing the information, we may provide a replacement, refund, store credit, or another appropriate resolution.
Warm-Weather Shipping and Melted Products
Our balms are made with natural fats, oils, waxes, and plant butters. These ingredients may soften or melt when exposed to high temperatures during shipping or after delivery.
A softened or melted balm is not necessarily damaged or unsafe. Place the closed container upright in a cool location until the balm firms. The product may also be refrigerated briefly.
Temperature changes can alter the appearance or texture of a balm without affecting its intended use.
However, if a product arrives open, leaking substantially, contaminated, or otherwise unusable, contact us within seven days and include photographs so we can review the issue.
Products That Cannot Be Returned
Unless required by applicable law, we do not accept returns of:
- Opened, used, sampled, or partially used personal-care products;
- Discovery-size or sample products;
- Gift cards;
- Custom, personalized, or specially produced products;
- Products marked “Final Sale”;
- Clearance products marked as nonreturnable; or
- Products damaged through misuse, improper storage, neglect, or unauthorized alteration.
These restrictions do not apply when a product arrives damaged, defective, contaminated, or incorrect.
Refunds
We will notify you after the returned product is received and inspected.
If the return is approved, the eligible refund will be issued to the original payment method. Approved refunds may be reduced by nonrefundable original shipping charges, return-shipping charges, or the value of missing or damaged items when appropriate.
Please allow time for your bank, credit-card company, or payment provider to process and post the refund after it is issued.
If you have not received an approved refund within a reasonable period, first contact your bank or payment provider and then contact us at info@spreadthebalm.com.
Partial Refunds
A partial refund may be issued when:
- Only part of an order is returned;
- Promotional products or gifts are not returned;
- The returned product or packaging is damaged;
- Items are missing from the return; or
- The return does not fully meet the eligibility requirements in this policy.
Exchanges
The fastest way to obtain a different product or scent is to request authorization to return the eligible original product and place a separate order for the replacement product.
When an item arrives damaged, defective, or incorrect, contact us before placing another order so we can determine the appropriate replacement or resolution.
Order Cancellations
Contact us as soon as possible if you need to cancel or change an order.
We will make a reasonable effort to accommodate the request, but cancellation or modification is not guaranteed after an order has entered processing, production, packing, or shipping.
After an order ships, it must be handled as a return under this policy.
Refused and Undeliverable Packages
Packages returned because of an incorrect or incomplete address, refusal, failure to retrieve the package, or unsuccessful delivery attempts may be refunded after they are returned to us.
Original shipping charges and carrier return fees may be deducted from the refund unless the return resulted from an error by The Balm Co.
Promotions, Bundles, and Free Gifts
Products purchased as part of a bundle, promotion, or gift-with-purchase offer may need to be returned together to qualify for a full refund.
If a free gift or promotional product is not returned, its retail value may be deducted from the refund.
Wholesale Orders
Wholesale purchases may be subject to separate return requirements, approval procedures, minimum-order terms, restocking charges, and deadlines.
Terms stated in an approved wholesale invoice, purchase order, draft order, or written wholesale agreement will control when they differ from this general policy.
Wholesale customers should inspect shipments promptly and report shortages, damage, or incorrect products within seven days of delivery.
Consumer Rights
Nothing in this policy limits any return, refund, cancellation, warranty, or consumer-protection right that cannot legally be limited or waived.
Contact Information
Colorado Mountain Balm Company, LLC
Doing business as The Balm Co.
Mailing Address:
P.O. Box 2512
Avon, Colorado 81620-2512
United States
Email: info@spreadthebalm.com
Website: spreadthebalm.com