Refund and Returns Policy

RETURNS

WHAT’S YOUR RETURN POLICY?

We don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know within 30 days of receiving your item by contacting us at info@swlaballoonfest.com.

Note, to be eligible for a return or exchange your item must be unused and in the same condition that you received it.

CAN I EXCHANGE AN ITEM FOR A DIFFERENT SIZE/COLOR?

At this time, we don’t offer exchanges.

If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section. Though rare, it’s possible that an item you ordered was mislabelled.

If that’s the case, please let us know at info@swlaballoonfest.com within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!

RETURN POLICY & REFUNDS

Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product has been received. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date.

Claims deemed an error on our part are covered at our expense. If you notice any issue with the products or anything else on the order, please submit a problem report. The return address will be supplied by our customer support once you have contacted us.

When we receive a returned shipment, an automated email notification will be sent to you.

Unclaimed returns get donated to charity after 4 weeks.

Wrong Address – If you provide an address that is considered insufficient by the courier, the shipment will be returned to the printing and manufacturing facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).

Unclaimed – Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself (if and as applicable). If you haven’t registered an account on ilovehotairballoons.com and added a billing method, you hereby agree that any returned orders due to the wrong shipping address or a failure to claim the shipment won’t be available for reshipping and will be donated to charity at your cost (without us issuing a refund).

We do not accept returns of sealed goods, such as but not limited to face masks, which are not suitable for return due to health or hygiene reasons. You hereby agree that any returned orders with face masks won’t be available for reshipping and will be disposed of.

Returned by Customer – You must contact us to return any products. We do not refund orders for buyer’s remorse. Returns for products, face masks, as well as size exchanges are to be offered at your expense and discretion.

Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:

1. the supply of goods that are made to the consumer’s specifications or are clearly personalized;

2. sealed goods that were unsealed after delivery and thus aren’t suitable for return due to health protection or hygiene reasons, therefore we reserve the right to refuse returns at its sole discretion.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@swlaballoonfest.com.

This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever. For more info on returns, please contact us info@swlaballoonfest.com.