Return & Refund Policy – Balloon and Party Warehouse

At Balloon and Party Warehouse, we always strive to ensure that your items arrive in perfect condition and meet your expectations. However, we understand that sometimes things don’t go as planned, and you may need to return products. Please read our returns and refund policy below for detailed information.

Returns & Refund Policy

Balloon and Party Warehouse Ltd

This policy covers consumer and trade purchases. Nothing in this policy excludes or restricts rights or remedies that cannot lawfully be excluded.

1. Consumer and Trade Purchases

A consumer is an individual buying wholly or mainly for purposes outside their trade, business, craft or profession.

A trade customer purchases for business purposes, including resale or use in a commercial event or service.

The purpose of the purchase determines which terms apply. Having a trade account does not automatically make a personal purchase a business purchase.

2. Consumer Purchases: Change of Mind

Online and Telephone Orders

For eligible online and telephone purchases, you may cancel without giving a reason.

Please notify us within 14 days after the day you receive your goods. Where goods from one order arrive separately, this period generally begins after you receive the final item.

You must then send the goods back within 14 days of notifying us of cancellation.

Contact us by email, telephone or post using the details below. Please provide your order number and identify the goods you wish to return. Our approval is not required to exercise your statutory cancellation right.

Return Postage — Buyer’s Responsibility

If you change your mind or no longer require the goods, you are responsible for arranging their return and paying the direct return postage or carriage costs. We do not offer free returns or provide prepaid return labels at our expense for change-of-mind or unwanted-goods returns.

If we agree to arrange a return label or collection on your behalf, we will confirm the cost and obtain your agreement before proceeding, including agreement to any deduction from your refund.

For goods that cannot normally be returned by post, we will disclose the return cost, or a reasonable estimate where appropriate, before purchase.

Please package goods securely, include your order number and retain proof of postage. We recommend using a tracked service.

This responsibility does not apply where we are legally required to pay the return costs, including qualifying returns of faulty, damaged or incorrectly supplied goods. Please see section 3.

Condition of Returned Goods

You may inspect goods as you would in a shop.

Please return goods complete, with their original packaging wherever possible. Opening packaging does not, by itself, remove your statutory cancellation right.

We may deduct an amount for loss in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning, where permitted by law.

Refunds

We will refund the price of the returned goods, subject to any lawful deduction for diminished value.

If you cancel the entire order, we will also refund the cost of the least expensive standard delivery option available when you placed the order. Additional amounts paid for premium or express delivery are not refundable under a change-of-mind cancellation.

For partial returns, original delivery charges are refunded only where legally required.

No restocking fee or maximum refund limit applies to a statutory consumer cancellation.

Refunds will be made using the original payment method unless you expressly agree otherwise. We do not charge a refund processing fee.

Unless we offer to collect the goods, we may withhold the refund until we receive them or you provide evidence that you have sent them back, whichever happens first. We will issue the refund without undue delay and within 14 days of that point.

Exceptions

The statutory change-of-mind cancellation right does not apply to:

• Goods made to your specifications or clearly personalised.

• Goods liable to deteriorate or expire rapidly.

• Sealed goods that are unsuitable for return for health or hygiene reasons, once unsealed.

Any applicable exception will be explained before purchase.

Standard printed designs, seasonal products, inflated balloons and helium products are not automatically exempt solely because they belong to those categories. An exception applies only where the relevant legal conditions are met.

In-Store Purchases

We do not offer change-of-mind returns for purchases made in store unless agreed at the time of sale. Your rights concerning faulty, damaged or misdescribed goods remain unaffected.

3. Faulty, Damaged or Incorrect Goods

Please contact us promptly with your order number and details of the problem. Photographs or videos may help us investigate, but this does not restrict your legal rights.

Consumer Purchases

Goods must be of satisfactory quality, fit for purpose and as described.

You normally have a 30-day right to reject goods that do not meet these requirements. After this period, repair or replacement is normally the first remedy, with further remedies available where the law provides.

We cover reasonable return costs for faulty goods, goods damaged before you receive them, or goods incorrectly supplied by us. Please contact us before arranging return carriage so we can organise a suitable label, collection or reimbursement arrangement. This request does not restrict your statutory rights.

Please retain goods and packaging where reasonably possible while we investigate. Original packaging is not a condition of exercising your statutory rights.

Trade Purchases

Claims involving faulty, damaged or incorrect goods will be assessed under the agreed contract and applicable law. Please report issues as soon as reasonably possible.

Where goods are confirmed faulty, damaged before delivery or incorrectly supplied by us, we will arrange an appropriate remedy and cover reasonable, agreed return costs.

Product Use

Damage caused by misuse, incorrect inflation, unsuitable equipment or failure to follow product instructions does not, by itself, establish a product fault. We will assess the circumstances of each claim.

4. Trade Purchases: Unwanted Goods

Trade customers do not have an automatic statutory change-of-mind cancellation right.

Our voluntary trade returns arrangement is subject to the following conditions:

• Please contact us and return goods within 7 days of receipt.

• Goods must be unopened, unused, complete and in their original, resaleable condition.

• Eligible returns with a combined goods value of £25 excluding VAT or less may be refunded without a restocking fee.

• Returns above this value require prior written approval.

• Approved returns above £25 excluding VAT attract a restocking fee of £5 or 20% of the returned goods’ value, whichever is greater, plus VAT where applicable.

• Original delivery charges are non-refundable for voluntary unwanted-goods returns.

• Printed balloons, personalised goods, seasonal products and helium cylinders are excluded from voluntary unwanted-goods returns.

Return Postage — Buyer’s Responsibility

The trade customer is responsible for arranging and paying all direct return postage or carriage costs for unwanted goods. Our acceptance of a return does not include free return postage, a prepaid return label or collection at our expense.

If we agree to arrange a return label or collection on your behalf, we will confirm the cost and obtain your agreement before proceeding, including agreement to any deduction from your refund.

Please package goods securely, include your order number and use a tracked delivery service. Refunds will be processed after the returned goods have been received and inspected.

We do not operate on a sale-or-return basis. Goods purchased for resale or an event cannot be returned simply because they remain unsold or unused, except where accepted under the voluntary arrangement above.

For trade orders refused without a valid contractual or legal reason, a return handling charge of £15 plus VAT where applicable applies.

These conditions concern unwanted goods. They do not override remedies available for faulty, damaged or incorrect goods, or a breach of an agreed contractual obligation.

5. Delivery Times and Late Delivery

Delivery times depend on the selected service and any order cut-off stated before purchase.

Orders placed after the applicable cut-off are processed from the next working day. Working days exclude Saturdays, Sundays and UK bank holidays unless the selected service expressly includes them.

Estimated delivery dates are estimates. Any expressly agreed or guaranteed delivery deadline remains subject to applicable contractual and legal rights.

If delivery by a particular date is essential, please tell us before ordering so we can confirm whether we can meet your requirements. This does not affect rights arising where the importance of the delivery date is already clear from the circumstances.

Consumer Purchases

We remain responsible for delivery by the carrier we appoint. Unless another delivery period has been agreed, we will deliver without undue delay and within 30 days of the contract being made.

If your order is delayed, please contact us so we can investigate and discuss the next steps.

Your statutory rights relating to late delivery remain unaffected. If you keep goods delivered late, any entitlement to a delivery-charge refund or other remedy depends on the delivery service agreed and the circumstances. Please contact us so we can investigate.

Trade Purchases

Trade delivery dates are estimates unless we expressly agree a binding delivery deadline before accepting the order.

Please contact us promptly about delays. Cancellation rights, delivery-charge refunds and any other remedies will be assessed under the agreed contract and applicable law.

6. Unsuccessful Delivery Attempts and Refused Parcels

If delivery cannot be completed because nobody is available, access is unavailable or the address supplied is incorrect, we will review the circumstances and the carrier’s evidence before confirming the next steps.

If tracking records a delivery attempt that you dispute, please contact us promptly so we can investigate.

Refusing delivery alone does not clearly notify us that you wish to cancel. Please also contact us directly.

Applicable cancellation rights and return-cost rules continue to apply. The trade refusal charge in section 4 does not apply to consumer statutory cancellations.

7. Contact and Return Address

Please include your order number with correspondence and returns so we can identify your purchase.

Balloon and Party Warehouse Ltd
54 New Court Way
Ormskirk
L39 2YT

Email: info@balloonandpartywarehouse.co.uk
Telephone: 01695 338388

For consumer returns, we recommend a tracked service and retaining proof of postage. For voluntary trade returns, please use a tracked service as required in section 4.