Refund policy

RETURNS AND REFUNDS POLICY

Effective date: January 4, 2026

This policy applies to purchases made from BalloonHome (O.B'S International) on balloonhome.com.

1) Important notes about balloons and color matching
- Balloon colors displayed online are approximate. If exact matching is required, request a sample before ordering.
- Color variation alone is not a valid reason for a return/refund.

2) Custom printed / personalized items
Custom printed or personalized items are made to order.
- Final sale after proof approval and once production starts.
- Returns/refunds are only offered if:
  (a) there is a verified manufacturing/print defect, or
  (b) we made a fulfillment mistake and shipped the wrong item(s).
- You must report issues within 10 days of delivery and include photos for evaluation.
- If approved, we may replace, reprint, or refund at our discretion.

3) Stock / non-printed items
Stock (non-printed) items may be eligible for return only if:
- You contact us first for return authorization, and
- The item is unused and in new condition.

If approved:
- A 25% restocking fee may apply.
- Return shipping is your responsibility.
- Do not ship anything back without authorization. Unauthorized returns may be refused.

4) Damaged shipments
If your package arrives visibly damaged:
- Take photos of the box and items immediately.
- Contact us right away so we can assist with a carrier claim and resolution.

5) Cancellations and changes
- Custom orders: changes after proof approval or during production may result in additional charges.
- Cancellations of orders already in production may be charged a cancellation fee based on the stage of production.

6) Carrier delays / “need in hands” dates
If we ship on time to meet an agreed “need in hands” date but the carrier delays delivery due to weather or other conditions outside our control, refunds are not provided solely for the carrier delay.

7) How to request a return or report an issue
Email: support@balloonhome.com
Phone: 1-800-511-5071

Include:
- Order number
- Item(s) affected
- Description of the issue
- Photos (required for defects/damage claims)

We will provide instructions and (if applicable) a return authorization.