Refund policy

Pro Balloon Shop supplies products exclusively to businesses. As such, consumer contracts regulations and standard UK consumer return rights do not apply.

All returns, refunds, and exchanges are offered at our discretion, in line with this policy. By placing an order with us, you agree to these terms.

Optional Shipping Protection purchased at checkout may entitle you to refunds or replacements for lost, damaged, or significantly delayed parcels under its own terms. Where Shipping Protection is active, those specific terms apply for such events.

Returns Timeframe

Returns must be requested within 30 days of delivery
Items returned without prior approval will not be accepted
All returns are subject to inspection on receipt and must be in a resalable condition
You will be asked to show your packing slip and original packaging, please do not dispose of these until a return has been concluded

Restocking Fee & Return Costs

A 20% restocking fee applies to all accepted returns unless otherwise stated
Original delivery costs are non-refundable
Return shipping costs are the responsibility of the customer

1. Faulty Goods

We take product quality seriously and work closely with our suppliers to resolve any issues quickly and fairly.

What qualifies as faulty:

Manufacturing defects
Products damaged in transit
Items that are not fit for their intended purpose on arrival

Pro Balloon Shop acts as a distributor only and is not the manufacturer of the products we sell. Any confirmed faults or quality issues may be referred to the manufacturer for investigation and resolution.

What to do:

Notify us within 7 days of delivery
Provide clear photos and a description of the issue
Do not use or dispose of the item or packaging until advised

Resolution:

Where a fault is confirmed, we will offer a replacement, store credit, or refund at our discretion
Restocking fees do not apply to confirmed faulty goods
Return shipping may be required for inspection

2. No Longer Needed / Change of Mind Returns

As a B2B supplier, we are not obliged to accept returns for unwanted items. However, we may agree to accept them at our discretion, subject to the following:

Return requested within 30 days of delivery
Items must be unused, unopened, and in original packaging
Products must be in resaleable condition

Please note:

A 20% restocking fee will apply
Delivery and return shipping costs are not refunded

3. Wrong Items Received

If we’ve made a mistake, we’ll put it right.

Notify us within 7 days of delivery
Provide a photograph of your packing slip and photos of the incorrect item(s)

Where confirmed, we will arrange a replacement or refund/store credit. No restocking fee applies to incorrect items sent by us.

4. Non-Returnable & Sale Items (Final Sale)

The following items cannot be returned or refunded, unless confirmed as faulty:

Sale or clearance items
Custom, special-order, or personalised products
Opened or used balloons and consumables
Items with damaged or missing packaging
Aerosols, shine sprays, and balloon treatments

All sale and clearance items are final sale, including for change of mind or incorrect ordering. Faulty items will still be assessed under our faulty goods process.

Condition of Returned Goods

Approved returns must:

Be securely packaged
Include all original components
Be received in a condition suitable for resale

Items failing inspection may be rejected or refunded at a reduced value. If an item fails an inspection and can’t be accepted, you are responsible to cover shipping costs to get that item returned to you.

Refund Processing

Refunds are processed after inspection
Refunds are issued to the original payment method or as store credit
Please allow up to 7 working days after receipt

For any questions regarding returns, please contact us via live chat or our contact form and we will get back to you within one day (Monday to Friday).