Refund & Damaged Item Policy

We want every order to be perfect for our customers.

We ask that you understand that our products are fragile and that some elements relating to your order (such as delivery) are completely beyond our control.

Please remember that we are human and mistakes can happen.

In the unlikely event there is an issue that affects your order such as a fault or damage to an item, our team are happy to assist provided that your correspondence is civil and reasonable.

We know issues with orders can be frustrating - however we will not tolerate rude or abusive communication and such communication may not be responded to.

To resolve your issue in the most efficient way, we require you to follow the procedure, set out below in full. Missing information or failure to follow the procedure will result in us not having the details we require to verify the issue. In these circumstances, we will be unable to provide assistance or a resolution.

PLEASE NOTE:

Our product range includes both:

1) Perishable and;

2) Non perishable products.

The process for reporting an issue is dependent on the type of items you have ordered.

Select The Type of Product With an Issue:

Perishable Products (Balloon in a Box, Helium Filled Balloons & Food)

For perishable items, we must be able to verify that the issue you are reporting was present at the time of the item being delivered.

To be able to validate your claim, we must:

  • receive your complaint within 24 hours of delivery
  • you must not remove the balloons from their box
  • you must not amend or alter the balloons in any way
  • you must not remove any balloons from the bouquet
  • you must not tamper with or try to fix balloons yourself
  • you must provide images of the balloons that demonstrate the above, capturing the balloons exactly as they were on the day of delivery i.e. attached to the ribbons and weight

Your complaint must be accompanied by images that demonstrate the issue. We require the following images to consider a claim:

  • at least one image showing the whole product, in the box it was delivered in, clearly demonstrating the damage to the item
  • at least one image to show the box/mail bag the item(s) were delivered in and any damage to the packaging
  • at least one image of the delivery label clearly showing the delivery address

We require the above information to be able to raise a claim with the delivery courier.

In the event the images fail to meet the criteria above, your claim will be refused and no further support can be provided.

Your complaint must be submitted using the form below.

Non Perishable Products

For non perishable items, we require notice of damage or faults within 14 days of your item being delivered.

Your complaint must be accompanied by images to demonstrate the issue as set out below:

  • at least one image showing the whole product, with the product packaging clearly demonstrating the damage
  • at least one image to show the box/mail bag the item(s) were delivered in and any damage to the packaging
  • at least one image of the delivery label clearly showing the delivery address

It is important to ensure you provide all the details we require at the time of raising your complaint.

Where the relevant information is not provided or the images supplied do not make it clear to us the issue we cannot verify the fault.

In this case a claim cannot be considered

Damages and lost item claims that do not meet this criteria cannot be considered.

This includes instances where the issue is not reported in the required timeframe or the details/images supplied do not enable us to verify the issue.

If you wish to exercise your legal right to reject your order you must return all items to us in the condition they were received if we ask you to do so as set out in our terms and conditions to qualify for a refund.

Refund FAQs

Deflated Balloons

If you open your box and a balloon is deflated or it doesn't look as it should, either it is a faulty balloon with a slow leak or it has been damaged in transit.

If there is damage, it's important we you follow the damaged item policy set our above and ensure we get a photo of this within 24 hours of delivery to prove it has arrived like this.

We will not issue refunds without images.

If a balloon has not arrived in the condition we strive for and it is part of a larger arrangement, we will only refund the cost of the damaged balloon. We will not refund the cost of the postage or other balloons that are unaffected.

Your balloons are expected to last for approximately 4-6 days but this can vary depending on the environment they are in.

Damaged Box

If your box has been damaged by the courier, we'd like to know about this. A photograph to demonstrate really helps us in our dealings with the courier company.

Hopefully, the box has kept your products safe but if there's issues, please send us a photo within 24 hours.

We will not issue refunds for damaged boxes when the products are unaffected, or if the tape sealing the box has been cut with a sharp implement such as a knife or scissors.

Late Delivery

The delivery timescales advised for each delivery service are estimated and not 100% guaranteed.

There are circumstances that can arise that mean a delivery cannot be completed on-time. We cannot accept responsibility for late deliveries that arise as a result of external factors, examples include bad weather, peak periods, strikes and severe localised congestion. These circumstances are very rare and refunds will not be issued for late deliveries caused by these reasons.

Delivery timeframes are set out and controlled by the courier you choose to transport your order. Delivery timescales are not something we have control over.

Your chosen courier will provide delivery updates by text/email once your order is despatched.

There may be times that we need to change your order to be shipped by a different courier or service with a faster or the same delivery expectation and by ordering with us you consent to this.

Missed Delivery

If you miss a delivery no refund will be provided.

If something changes with your delivery destination or if you have specific instructions for the driver you must update this via the link sent to
you by your chosen courier.

We make no guarantee this will be seen by the delivery driver.

If your order arrives at your allocated address and either you or a neighbour is unable to sign for it, the delivery may be left in your safe place, or delivery may be attempted the following day or your parcel may be taken to the nearest collection point for you to collect. Details of this will be provided by the courier. After two attempts to
deliver, or seven days at a collection point your parcel may be returned to
us. If the parcel is returned no refund will be issued.

How do I get it re-delivered

If you have missed your delivery please contact the courier to get your order re-dispatched to you, this is not something that Party Save Smile can assist with.  If your order is returned to us, we cannot issue a refund.

Communal Areas of Offices or Residences

If you are having our products delivered to a location where there is a communal mail area, the courier are allowed to deliver to this area only.

They are not obligated to go to a part of the building or to the door and in this instance you should choose a different delivery address or ensure someone can secure the parcel on delivery.

We do not accept liability for parcels that cannot be found after delivery to the correct location.

Alternative Products

Occasionally, we may run out of stock of a particular product or there may be a fault with one that is a part of your order.

If a similar replacement product is not available, we will endeavour to contact you to ask if you would like an product or a refund. We may need to charge the difference with your permission.

If we cannot contact you and a near replacement is not available we may cancel and refund your order in full.

If a reasonable and similar alternative balloon is available, our team has the right to swap a product in the order without notification. Refunds will not be made if the product is similar - but if you disagree with our judgement you may contact us. In this instance our Director's decision is final.

Missing Items from your Order

If an item is missing from your order, we apologise and will issue you with a refund of the missing item only, we will not issue
a refund for the full order.

Please email us a clear picture of your complete order, including the box and contents within 24 hours of its arrival.

Contacting Us

For all issues, correspondance must by email.

You can get in touch by replying to your order confirmations, or via info@partysavesmile.co.uk - we use email to ensure our team have clear communication trail so that we can best help. This is why we ask for your correspondence by email.

We will not enter into discussions regarding damages, refunds or returns over the phone.