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  • Monday - Friday 8.30am - 5.30pm, Saturday 8:30am - 5:00pm, Sunday by appointment

Returns Policy


CHANGE OF MIND OR WRONG DECISION

Please choose carefully. We are not legally required to provide a refund or replacement if you change your mind or make a wrong decision. However, we will exchange your purchase or provide a store credit for use within 3 months of issue if the following conditions are satisfied: 

  1. We receive written notice from you within 10 days of your purchase that you wish to exchange your purchase or receive a store credit. Please email corporate@partytown.com.au and provide a description of the item, the date of purchase and a legible copy of your receipt.

  2. We receive the item from you within 14 days of your purchase. Please send to Party Town, 208 Stirling Highway CLAREMONT WA 6010.

  3. The item must be unused, undamaged and in the same condition that you received it. It must also be in the original packaging including with header card and packing materials. The item must be suitable for resale as new.

  4. All components of the item must be returned. This includes original packaging, cables, manuals and accessories. The item will not be accepted for exchange or store credit if any item is missing. You are responsible for ensuring that all components are included with the item at the time of purchase.

Several types of goods are exempt from being exchanged or returned for change of mind or wrong decision:

  1. Wigs, cosmetics, makeup, undergarments or hosiery if it has been taken out of the packaging. For health reasons these items cannot be resold when returned once opened even if the packaging was damaged prior to purchase.

  2. Perishable goods such as food or lollies. For health reasons these items cannot be resold when returned.

  3. Gift cards

  4. Sale items or items that were discounted for any reason or any item that was purchased as part of an order that was discounted for any reason.

  5. Custom or personalised items.

  6. Helium products such as a helium tank or helium balloons. No exchange or store credit will apply to unused gas in helium tanks. If a tank is returned and contains some (or all) helium inside, the remaining gas inside will be forfeited as the tank cannot be resold.

Shipping and delivery charges are also not able to be exchanged or converted to store credit.

We may apply a 10% re-stocking fee and a $10 processing fee.

We do not give refunds if you change your mind or make a wrong decision. 

You will be responsible for paying for your own shipping costs for returning your item, ensuring the item is received by us within 14 days of purchase and for the condition of the item until it is received by us. Depending on where you live, the time it may take for your item to reach us may vary. You may wish to consider using a trackable shipping service or purchasing shipping insurance. If the item is damaged in transit, we will be unable to exchange or provide a store credit.

FAULTY OR DAMAGED GOODS

You can choose between a refund, exchange or credit where goods are faulty, have been wrongly described, do not match the description or sample you were shown or appeared on the website, don't do what they are supposed to do or have defects that were not obvious or were not brought to your attention when you bought them. The following conditions must be satisfied:

  1. We receive written notice from you within a reasonable time of your purchase that you wish to return the item. Please email corporate@partytown.com.au and provide a description of the item and reason for return, photographs or a video showing the reason for return, the date of purchase and a legible copy of your receipt. We may request additional photos or video if what you have sent us is insufficient.

  2. We receive the item from you within a reasonable time of receiving your email. Please send to Party Town, 208 Stirling Highway CLAREMONT WA 6010.

  3. The item must be unused and in the same condition that you received it. It must also be in the original packaging including with header card and packing materials. 

  4. All components of the item must be returned. This includes original packaging, cables, manuals and accessories. The item will not be accepted if any item is missing. You are responsible for ensuring that all components are included with the item at the time of purchase.

  5. You must have followed all instructions and advice or warnings given by the manufacturer, supplier, or us.

  6. The item must not have been misused, mishandled or incorrectly installed or serviced. 


Unless we agree otherwise, you will be responsible for paying for your own shipping costs for returning your item (which we will refund to you if your return claim is accepted), ensuring the item is received by us and for the condition of the item until it is received by us. Depending on where you live, the time it may take for your item to reach us may vary. You may wish to consider using a trackable shipping service or purchasing shipping insurance. 

Once we receive the item, we reserve the right to inspect and test the item to determine if it is in our opinion faulty or damaged. It is at our discretion that we determine if an item is faulty or damaged or otherwise accepted for return. If the product is found to be in good working order, a refund will not be provided and you will be required to pay the shipping cost to have the product sent back to you. 

You must not dispose of the item even if you consider that it is defective or faulty. We reserve the right to reject your claim if you do.

If your return claim is accepted, you will be entitled to either a replacement, store credit or refund of the purchase price (at your option) plus the shipping costs for sending the product back to us by regular post. Where a refund is provided, this will be by the same method as payment was made, eg. if you paid by Master Card, the refund will be provided to the Master Card used to make the purchase.
Other 

We will not be liable for any losses caused by decorations that become damaged or destroyed whilst they are in your care or your venue's care. If you have any problems with your balloons or our decorating services, please contact us.

If your order is lost by the courier, we will provide a refund immediately or send you a replacement product, whichever you request.

If you have any other problems with your order, please email corporate@partytown.com.au.

     

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