Refunds & Returns Policy

Contents



Change Of Mind or Order Placed in Error

 

We are not required by law to provide a refund for change of mind or for costumes items that don’t fit. However, at The Party People we are not “cranky pants” like some, so where possible we will try to exchange your purchase if the following conditions are met;

 

  1. You must notify us of a change of mind return within 30 days of purchase.
  2. The item is returned within 30 days of purchase.
  3. You provide a legible receipt as proof or purchase.
  4. Items are in a suitable condition for resale as new. This includes being in original sealed packaging as well as having all packaging such as header card and packing materials. For costumes this also includes in our opinion that they do not have excessive creases and are folded inside in a re-sellable condition.
  5. All original packaging, cables, manuals, accessories and other items that came with item are returned. If any item is missing, we will not provide a refund or exchange.  To avoid any disputes, it is your responsibility when purchasing the goods to ensure all items are in the purchased product prior to leaving the store.
  6. The quantity being returned is not a large quantity (The determination of what is considered a large quantity will be at our sole discretion).
  7. The item is not any of the following;
    1. A wig, cosmetic, makeup, undergarment or hosiery where it’s has been taken out of the packaging. For health reasons these items cannot be resold when returned once opened even if the packaging was damaged prior to purchase.
    2. A perishables such as food or candy. For health reasons these items cannot be resold when returned.
    3. A custom and personalised item.
    4. Helium product such as a helium tank or helium balloons. No refund will apply to unused gas in helium tanks. If a tank is returned and contains some (or all) helium inside, the remaining gas inside will be forfeit as the tank cannot be resold.
    5. Shipping or Delivery charges. Shipping is provided by a third party courier or post service as an added service for your convenience and as such, this is non-refundable
  8. The item was not discounted in any way.
  9. The item was not purchased as part of an order that had a discount applied to the order.
  10. We reserve the right to apply a 10% re-stocking fee plus a $10 processing fee.
  11. We reserve the right to determine if you are entitled to a refund, exchange or credit note for "Change of Mind" returns.
  12. Please contact us if you would like to return your order.  Please keep in mind that it is not a requirement of a retailer to accept a return for change of mind, it is a gesture of goodwill.

  

 

Returns Proceedure - Change Of Mind or Order Placed in Error


To organise a return or refund please contact the store by phone or email with the following

  1. Order number or receipt number
  2. Date of order
  3. Description of issue

 

We will generally be in touch within 24 hours to provide furthur assistance.

  • Once we get back in touch with you we will ask you to send the products or order back to us at your cost.
  • You may send back via your local post office or any other transport company you may find more suitable (however the condition of the products is your responsibility until they arrive back to us and if they are damaged in transit a return will not be provided).
  • Where a refund is provided this will be refunded to the same method as payment was made and this will take approximately 7 days. i.e. If you pay by mastercard the refund will be provided to the mastercard used to make the purchase.

 

 

 

Faulty or Damaged Products


All products that are sold by us are checked as part of our process in completing your order. On rare occasions items do become "damaged" as part of transporting the goods to you. A refund or replacement for a faulty product is conditional on the following;

 

  1. You must notify us of a Faulty or Damaged product within 30 days of purchase.
  2. Where a product is damaged, the item must not appear to have been used for it to be deemed as a "damaged product". For the avoidance of doubt, it is recommended that you notify us prior to the "latest I need my order" date and leave the product in its original packaging unopened.
  3. You must keep evidence of the faulty product and the carton in which it was shipped until we advise on your requested refund or exchange. We will require a photo or video of the product and package for insurance purposes to prove the issue. If the photo or video is insufficient we may request additional photo's or video's. If you dispose of the item before we approve (or reject) the claim, we reserve the right to reject your claim.
  4. We will not provide a refund or replace a product that has been misused, mishandled or incorrectly installed or serviced. It is the responsibility of the customer to ensure that all instructions and advice or warnings given by the manufacturer, supplier, or us are followed.
  5. The limit of the compensation for a faulty product will be the replacement or refund of that faulty product once it has been returned to us.
  6. We reserve the right to inspect and test a product to determine if it is in our opinion faulty or damaged. It is at our discretion that we determine if an item is damaged or faulty.
  7. The delivery time for a replacement product starts from when we confirm that we will replace your product and will then follow normal shipping times, the same as if the product was being dispatched as a normal order. See shipping times for details however the may vary if we need to source the product for you in which case we will notify you of delays.
  8. In the rare event that a product is Faulty or Damaged, please send a video of the Faulty product or image of the Damaged product to us within 7 days of originally notifying us of the issue. We may request that the product be sent back to us. If we require the product to be sent back to us and we find that the product is faulty we will provide a full refund (or we can send a replacement if you prefer) of the product and the shipping incurred for sending the product back to us with regular post. If the product is found to be in good working order, a refund will not be provided and you would be required to pay the shipping to have the product sent back to you.
  9. It is your responsibility to ensure that defective goods are suitably packaged for return shipping and include all original packaging, cables, manuals, accessories and other items that came with it. If we deem at our discretion that all the required packaging, cables, manuals, accessories and other items are not with your returned item, we may reject the return claim.



Returns Proceedure - Faulty or Damaged Products


To organise a return or refund please contact the store by phone or email with the following

  1. Order number or receipt number
  2. Date of order
  3. A photo of the item/s with the issue if its damaged or faulty.
  4. Description of issue

 

We will generally be in touch within 24 hours to provide furthur assistance and the outcome of our investigation.

 

  • If your return is approved, we will ask you if you would like a refund, credit, or replacement (at your discretion) generally by the next business day. If a refund or credit is requested, it will generally be processed within 7 days and if a replacement is requested and we have the replacement in stock, it will be dispatched within 1 business day or when it comes back in stock.   
  • If your return is subject to furthur inspection, we may ask the product is returned to us. In this scenario we will email you an Australia Post pre-paid postage return label for you to print and attach to the parcel with item/s that have an issue so you can post them back to us via any Australia Post box or Post office. When we receive the items we will inspect them and if confirmed that the items were damaged or faulty we approve your return as per the previous paragraph.

Where a refund is provided this will be refunded to the same method as payment was made and this will take approximately 7 days. i.e. If you pay by mastercard the refund will be provided to the mastercard used to make the purchase.

 

 

 

Problems With Order


Order isues are rare but can happen usually as a result of the shipping provider having an issue.

 

LOST

If your order is lost by the courier, we will provide a refund immediately or send you a new order whichever you request.

 

LATE

If your order is delivered late, please reject the parcel and contact us letting us know that you have rejected the parcel & it will come back to us or if you selected for the parcel to be left at your delivery address unattended, please contact us and we will email you an Australia Post pre-paid postage return label for you to print and attach to the parcel which you will need to lodge with your local post office box or post office. When the parcel gets back to us we will organise a refund for you within 7 days.

 

OTHER

If you have any other problems with your order please contact us before your event date. 

 

 

 

Balloons & Decorating Services


If decorations are damaged or destroyed while they are in our care, we will gladly replace them at our cost (e.g. if a latex helium balloon pop’s while we are onsite decorating a venue, we will gladly replace it at no cost to you). We will not be held responsible for any costs or damages caused either directly or indirectly as a result of decorations that become damaged or destroyed during or after they are in your care (or your venue's care). If you have any problems with your balloons or our decorating services, please contact us.