Returns Policy
1. Booking Confirmation: A booking is only confirmed once payment has been received in full (or a deposit arrangement has been agreed to in writing). Dates cannot be held without payment.
2. Refunds: We do not offer refunds on balloon orders unless the balloons are defective or damaged upon delivery or pickup. Approved refunds (where permitted) incur a 1% processing fee to cover payment gateway charges.
3. Cancellations – Orders Under $200:
• With 72+ hours’ notice before pickup/delivery: eligible for either 100% store credit or a 50% refund.
• Less than 72 hours’ notice: no refund or credit available.
4. Cancellations – Orders Over $200:
• Cancelled within one week (7 days) of the booking date: a 20% booking fee applies, and the remaining balance is issued as store credit.
• Less than 72 hours’ notice: no refund or credit available.
5. Custom / Personalised / Special-Order Items: Custom printed balloons, custom vinyl personalisation, and any stock specially ordered in for your event are non-refundable and not eligible for store credit once production or ordering has begun.
6. Order Changes: Changes to colours, themes, quantities, or delivery times cannot be made within 72 hours of pickup/delivery. Additions may be possible; reductions are not eligible for refund or credit.
7. Preparation Costs: Many orders require advance preparation including pre-inflation, ribboning, stock ordering, design planning, scheduling. Once work has begun, these costs are non-refundable.
8. Pickup, Delivery & Handling: Once balloons leave our premises or are delivered in good condition, The Balloon Studio is not responsible for any damage caused during transport, handling, or after installation. This includes balloons that have been left at a premises where no recipient was available to accept delivery.
9. On-Site Installations: Customers must ensure clear access for delivery vehicles, parking availability, and that the venue is ready for installation at the agreed time. Delays caused by access issues, venue readiness, or client lateness may incur waiting time fees.
10. Weather & Venue Conditions: We cannot be responsible for the effects of heat, wind, sun exposure, sharp surfaces, air-conditioning, children, guests, or venue staff repositioning balloons. These factors may impact balloon longevity, float time, or stability.
11. Balloon Longevity: Balloon behaviour varies depending on environment and handling. Although we use premium products, we cannot guarantee exact float times or durability once balloons are in your care.
12. Supplier Availability: If a specific colour or product becomes unavailable from suppliers, we may substitute with the closest suitable match. We will always notify you of major changes.
13. Refund Method: Approved refunds will be processed using the original payment method only.
14. Store Credit Terms: Store credits are non-transferable, and can be used on any balloon order.
NO REFUNDS ARE AVAILABLE FOR CANCELLATION OF GOODS ONCE BALLOONS HAVE BEEN INFLATED OR INFLATED BALLOONS HAVE BEEN DISPATCHED.
15. In the unlikely event that you feel we have not provided the gift that you have ordered, we will investigate the circumstances and if required, a partial refund or credit may be duly issued.
16. A change of mind once the balloons have been inflated has no refunds policy as we are unable to reuse any of the materials.
17. The Balloon Studio will endeavor, given enough time to replace any faulty balloon or provide a suitable replacement or solution but this may not always be possible at short notice.
18. Once balloons have been delivered, we will deem that the balloons are accepted as is condition and no refunds will be issued and It is your responsibility for the balloons once they are collected. If we are delivering the balloons and there is a problem, we will make sure it is replaced.
19. We DO NOT REFUND if you got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it.
20. In the event that your balloons arrived outside the delivery time window, a refund/credit will not be applied if you failed to provide the start time for your event.
21. You are not entitled to a refund if we are unable to deliver your order due to being supplied an incorrect address, or being unable to access a secure property.
Product Substitution
Balloons may have minor variations from the images shown on the website, we reserve the right to use a similar balloon with the most similar message and theme in the unlikely event the chosen balloon is out of stock. Any replacement will be of to equal or greater value.
The sentiment and or character will not be substituted. Latex balloon color themes will not be substituted - however color selection may vary due to stock availability. Any replacement will be to equal or greater value.