RETURN AND REFUND POLICY
Balloonz ("we" and "us") is the operator of (https://www.balloonz.co.nz) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
1. General
Subject to stock availability. We try to maintain accurate stock counts on our website but from time to time there may be a stock discrepancy and we will not be able to fulfil all your items at the time of purchase. In this instance, we will fulfil the available products to you, and contact you about whether we can arrange an alternative product (same value) or if you would prefer for us to process a refund.
2. Shipping Costs
Shipping costs are calculated during checkout based on the destination of the items in the order. Payment for shipping will be collected with the purchase.
This price will be the final price for shipping cost to the customer.
3. Returns
Orders cancelled with less than 48 hours' notice may attract a 70% return fee that is non-refundable. This will be to cover the costs of preparations for your orders that have already been undertaken.
In circumstances where we have had to purchase special order items (such as plinths, backdrops etc) we are unable to provide any refund on these items.
NO REFUNDS ARE AVAILABLE FOR CANCELLATION OF GOODS ONCE BALLOONS HAVE BEEN INFLATED OR INFLATED BALLOONS HAVE BEEN DISPATCHED.
In the unlikely event that you feel we have not provided the gift that you have ordered, we will investigate the circumstances and if required, a partial refund or credit may be duly issued.
A change of mind once the balloons have been inflated has no refunds policy as we are unable to reuse any of the materials.
Balloonz Helium Balloons will endeavor, given enough time to replace any faulty balloon or provide a suitable replacement or solution but this may not always be possible at short notice.
Refunds may be issued in the form of credit.
Once balloons have been delivered, we will deem that the balloons are accepted as-is condition and no refunds will be issued It is your responsibility for the balloons once they are collected. If we are delivering the balloons and there is a problem, we will make sure it is replaced.
We DO NOT REFUND if you got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it.
We will not provide a refund or replace a product that has been misused, mishandled or incorrectly installed or serviced after a successful delivery.
You are not entitled to a refund if we are unable to deliver your order due to being supplied with an incorrect address or being unable to access a secure property.
Product Substitution
Balloons may have minor variations from the images shown on the website, we reserve the right to use a similar balloon with the most similar message and theme in the unlikely event the chosen balloon is out of stock. Any replacement will be of to equal or greater value.
The sentiment and or character will not be substituted. Latex balloon colour themes will not be substituted - however colour selection may vary due to stock availability. Any replacement will be to equal or greater value.
**CANCELLATION POLICY DURING COVID-19 and beyond
While we understand that this is an uncertain time throughout the world, a lot of time is involved in preparing your order well before your booking date. If the cancellation is within 48 hours 70% of the booking is forfeited as we have prepared/inflated your, and organised most of your items. We are happy to rebook it to a diffetent dates, restocking fee might apply if your balloons are inflated.
Cancellations made 10 days or more in advance of the event date, will receive a 100% refund minus administration fee $50. Cancellations made within 3 - 6 days will incur a 50% fee.
4. Delivery Terms
4.1 Transit Time Domestically
In general, domestic shipments are in transit for 2 - 7 days
4.2 Transit time Internationally
Generally, orders shipped internationally are in transit for 4 - 22 days. This varies greatly depending on the courier you have selected. We are able to offer a more specific estimate when you are choosing your courier at checkout.
4.3 Dispatch Time
Orders are usually dispatched within 2 business days of payment of order
Our warehouse operates on Tuesday - Friday during 09.00am-3pm, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
4.7 Items Out Of Stock
If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item.
4.8 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.
5. Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
6. Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.
7. Duties & Taxes
7.1 Sales Tax
Sales tax is collected for the delivery destination and is displayed on the website
7.2 Import Duties & Taxes
Import duties and taxes for international shipments may be liable to be paid upon arrival in the destination country. This varies by country, and undefined encourages you to be aware of these potential costs before placing an order with us.
If you refuse to pay duties and taxes upon arrival at your destination country, the goods will be returned to undefined at the customer's expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.
8.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
9.2 Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
10. Customer service
For all customer service enquiries, please submit email us at info@balloonz.co.nz