Damaged or Faulty Products

All of our products go through several quality checks before being packed. We then carefully pack each item individually to ensure there’s no damage during transit. We understand errors can occur, so if your item has arrived damaged or faulty, we ask you to please let us know within 3 days of receiving your order in the mail.

Please note: we may ask for photographs of the damage/faulty product. This is to ensure we can find the issue and prevent this from occurring again.

Once we have received your email and the item has been assessed, we will arrange for the damaged or faulty product to be returned to us. We can then either:

  • send a replacement to you; or
  • provide you with a refund.


Change of Mind

We ask you to carefully select your products upon checking out, as we do not offer refunds or exchanges for change of mind or any custom orders.


How to Return Products

To return a wrong, faulty, or damaged product, please follow the simple steps below:

  1. Please contact us at - let us know the issue and that you would like to arrange a product return. Please note: we may ask for photographs of the damage/faulty product.
  2. We will advise the best address for you to send the products to. 
  3. Pack and seal the product in their original shipping package and post back to us.
  4. A refund or replacement will then be organised depending on the option you have selected.  Once we have received the item/s we will arrange your desired refund or exchange.

We recommend you return the product via Registered Post and ask the carrier for proof of posting receipt. Balloons By You will not be responsible for parcels lost or damaged in transit if you choose not to return them by Registered Post.


Will you refund my postage costs to return an item? 

We are a happy to refund postage costs, to return an item, where the return is required due to our error, for example:

  • If the item is damaged or faulty; or
  • If we sent you the wrong item.