This policy applies to all purchases made through our website. It should be read alongside your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Because many of our products are made to order and/or perishable, different rules apply to different product types.

Pre-filled balloons (helium or air filled)

Due to their perishable nature and for hygiene and safety reasons, we do not accept returns or exchanges on any pre-filled balloons once they have been delivered.

Under the Consumer Contracts Regulations 2013, the usual 14-day “change of mind” right to cancel does not apply to goods which are liable to deteriorate or expire rapidly, which includes pre-filled balloons.

Pre-filled balloons cannot be resold. All sales are final unless the product is faulty or not as described.

Faulty or misdescribed items

Your statutory rights are not affected.

Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose.

If your pre-filled balloons arrive with a manufacturing fault or are not as described, you are entitled to a remedy.

A manufacturing fault may include:

• Balloons that arrive burst, split, or unable to hold air or helium

• Faulty valves or seals

• Defects in materials that prevent normal use

This does not include:

• Damage caused by heat, cold, or environmental conditions

• Normal deflation over time

• Balloons popping after delivery

• Damage caused after delivery

• Incorrect handling or storage

Reporting a fault

You must notify us within 24 hours of delivery if you believe your order is faulty.

Please provide:

• Your order number

• Clear photographic or video evidence of the issue

• A brief description of the fault

Once assessed, if a manufacturing fault is confirmed, we will offer, in line with your legal rights:

• A replacement, or

• A refund

We may not require the faulty item to be returned but depending on the nature of the complaint, we may do, to enable us to investigate the cause of the issue.

Unfilled balloons and accessories (if applicable)

If we sell unfilled balloons or accessories, these are not perishable and are covered by the 14-day right to cancel under the Consumer Contracts Regulations.

You may return these items if:

• You notify us within 14 days of delivery

• Items are unused and in their original packaging

You then have a further 14 days to return the goods.

Return postage costs are the responsibility of the customer unless the item is faulty.

Refunds will be issued within 14 days of receiving the returned items.

Non-returnable items

The following items are not eligible for return or refund unless faulty:

• Pre-filled balloons

• Custom or personalised products

• Perishable goods

• Items damaged through misuse, neglect, or normal wear

• Orders reported outside the stated timeframes

Contact details

• For all returns enquiries, please contact:
  • Business name: Jimz Balloons
  • Email: James@jimzballoons.com
  • Subject: Return request
  • Email content: Please include your order number, reason for return and your full name, address and phone number.