Refund policy

Voluntary B2B returns and product claims

Voluntary 14-day return

A business Buyer may request a return within 14 calendar days after delivery. Email info@balloonsupply.eu with the order number, Product codes, quantities and reason. Wait for approval and return instructions before shipping.

Products must be unused, unopened, complete and in their original sealed and undamaged packaging. They must be suitable for immediate resale as new. Buyer pays return shipping and bears risk until BalloonSupply receives the parcel. Original delivery charges are not refunded. No restocking fee applies to an authorised return that meets these conditions.

Items outside the voluntary return policy

• workshops, masterclasses and other services

• customised, printed, cut-to-size and special-order Products

• clearance, B-stock and Products expressly marked non-returnable

• opened sealed goods and Products that are used, incomplete, labelled or damaged after delivery

• gas, cylinders, rentals, deposits, hazardous goods and Products that cannot safely or lawfully be resold

Incorrect or defective Products

For an incorrect item or suspected defect, stop using it and contact us. Include the order number, Product and batch information, a clear description, quantities and photos or video. Do not dispose of or return the Product before instructions, unless immediate disposal is required for safety.

If the claim is substantiated, BalloonSupply will choose an appropriate remedy: replacement, missing quantity, repair where suitable, credit or refund of the affected Product price. BalloonSupply pays reasonable return costs for a confirmed defect or incorrect supply.

How refunds are handled

Approved voluntary returns are inspected after receipt. The accepted Product price is refunded to the original payment method or credited as agreed. A reduction may be applied only for missing quantity or damage outside ordinary inspection that makes the Product no longer resalable, and will be explained.

Complaints

Send complaints to info@balloonsupply.eu. Include the business name, order number, contact details, requested outcome and relevant evidence. We aim to acknowledge a complete complaint within two business days and provide a substantive response or status update within ten business days. These service targets are not fatal legal deadlines.