Refund policy

First off, we want every order to be perfect. If it's not as expected we will endeavour to make things right.  We will respond to your issue fairly but be civil and reasonable - even if you are frustrated. We will not tolerate rude or abusive behaviour.

Please remember we're human and mistakes happen - and the nature of our products is that they are fragile and issues may occur in transit. There's also some elements completely outside our control. 

This policy is to be viewed in conjunction with our standard Terms of Service and also our Delivery Policy.

Our balloon artists create your balloon arrangement with care and professionalism. Once inflated, we have your balloons outside a box in our unit to check for leaks or any other issues. We check again before they are packed to be collected by our couriers.

Balloons are perishable and the only circumstance we will refund is if there is a fault with the balloon, is of poor quality or if it does not comply with the description we gave.

Please inspect all orders on arrival as it's important we know ASAP if there's a problem.

Deflated Balloon

If you open your box and a balloon has been deflated or it doesn't look as it should, either it is a faulty balloon with a slow leak or it has been damaged in transit. If there is damage, it's important we get a photo of this within 4 hours of delivery to prove it has arrived like this.  The courier will tell us when your parcel arrived. We will not issue refunds without these pictures.

If a balloon has not arrived in the condition we strive for and it is part of a larger arrangement, we will only refund the cost of the damaged balloon. We will not refund the cost of the postage or other balloons that are intact.

Your balloons are expected to last for approximately 4-6 days but this can vary depending on the environment they are in and we cannot guarantee a specific life, please refer to our Balloon Care guide for more.

Damaged box

If your box has been damaged, we'd like to know about this and a photograph of the box is essential in our dealings with the courier company. Hopefully, the box has kept the balloons safe but if there's issues, please send us a photo within 4 hours. We will not issue refunds for damaged boxes when balloons are unaffected, or if the tape sealing the box has been cut with a sharp implement such as a knife or scissors.

Alternative balloons

Occasionally, we may run out of stock of a particular balloon or there may be a fault with one that has been inflated as part of your order. Balloons also may appear a slightly different colour in real life to the images displayed on the website. 

If a reasonable and similar alternative balloon is available, our team has the right to swap a balloon in the arrangement without notification. Refunds will not be made if the balloon is similar - but if you disagree with our judgement you may contact us. Our Director's decision is final in this case.

If a similar replacement balloon is not available, we will endeavour to contact you to ask if you would like an alternative arrangement and either refund or charge the difference with your permission.  If we cannot contact you and a near replacement is not available we may cancel and refund your order in full.

Missing items from your order

If an item is missing from your order, we apologise and will issue you with a refund for the missing item only, we will not issue a refund for the full arrangement. Please email us a clear picture of your complete order, including box and openings, within 4 hours of its arrival.

Delivery issues

Please view our Delivery Policy here.

Refund terms

All refunds are given at the discretion of Box Balloons after full inspection of pictures. We will ask for more evidence if required, or for balloons to be returned to us for further investigation. If your return is requested, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Refund notifications

We will let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at orders@boxballoons.co.uk

Contacting us

For all issues, you can get in touch by replying to your order confirmations, or via orders@boxballoons.co.uk - we use email to track progress amongst our team and like to have things in writing. We will not enter into discussions over the phone.