Returns

Returning Goods - Props and Balloons Ltd

At Props and Balloons Ltd, we want to ensure that you are completely satisfied with your purchase. If you're unsure if a product is right for your needs, we offer a free samples service. This allows you to check that the product meets your requirements before placing a full order.

Business to Consumer - Your Right to Cancel

Under the Distance Selling Regulations, you have the right to cancel and return an order without providing a reason. Please notify us in writing within a seven-day "cooling off" period, starting the day after you receive your goods. While you need to cancel the order within this period, you are not obligated to return the goods within the first 7 days. Once the goods are returned unopened, unused, and in their original packaging, we will issue a full refund.

When returning goods, please use a reputable delivery service that provides proof of delivery. We can arrange a reasonably priced courier collection service for larger items—contact us for details. Ensure items are packed securely to avoid damage during transit; we are not responsible for damage caused by insufficient packaging.

The cost of returning goods is at the customer’s expense. If goods are not returned after canceling, they must be made available for collection, with the collection cost deducted from the refund. We will refund the full value of the goods (excluding delivery/collection costs) within 30 days of cancellation. Refunds will be processed using the original payment method.

To avoid any disappointment, please consider using our samples service if you are unsure whether a product is right for your needs.

Business to Business - Your Right to Cancel

Distance Selling Regulations do not apply to business-to-business orders. Business customers (including sole traders, partnerships, and limited companies) may cancel an order within 5 working days from the day after receiving it, provided the products are unused, unopened, and in their original packaging. Returns are at the customer’s expense and risk, using insured delivery with adequate packaging.

If we receive the returned products within the specified period in acceptable condition, we will issue a credit for the cost of the goods, less a minimum 10% restocking fee and delivery costs. This credit can be used for future purchases.

To avoid any disappointment, please use our samples service if you are unsure whether a product is suitable for your intended use.

Damaged/Missing Items?

While most orders arrive on time and in good condition, items can occasionally be damaged in transit or get lost. If this happens, please contact our Customer Services team immediately. For damaged items, we require pictures to expedite the process.

Checking Deliveries

Please check all deliveries for damages, missing, or incorrect items on the day of delivery. Props and Balloons Ltd must be notified within 3 days of delivery. Failure to notify us within this time means we cannot process a claim. You agree to indemnify us in full for any losses resulting from your failure to notify us within 3 days.

For large items delivered directly from manufacturers, you must check for damage before signing the delivery note. Signing ‘not checked’ is considered acceptance that the goods were received in good condition. If the driver refuses to wait while you check the goods, refuse the delivery and contact us immediately. If someone else signs for the goods on your behalf, they must check the items. You accept full responsibility if they sign without checking and indemnify us for any resulting losses.

If you have any questions, please contact us before placing your order.