Refund and Return Policy
Cosmo Balloons
At Cosmo Balloons, we take great care to ensure that all helium-filled balloons and related products are delivered in excellent condition. Due to the perishable and time-sensitive nature of our products, the following Refund and Return Policy applies.
Returns
Customers may return products within 5 (five) days of delivery if they are found to be faulty or defective.
To qualify for a return:
- Any fault, defect, or issue must be reported immediately upon delivery.
- Customers should inspect their order as soon as it is received.
- Notification of a fault must be submitted together with clear photographs and a description of the issue.
- The product must not have been intentionally damaged, mishandled, or exposed to conditions that may affect its performance, including extreme temperatures, sharp objects, or improper storage.
Assessment of Faults
All reported faults will be assessed by Cosmo Balloons before any refund, replacement, or credit is approved.
Cosmo Balloons reserves the right to:
- Request additional information or photographs.
- Inspect the product where reasonably possible.
- Determine whether the issue is the result of a manufacturing defect, preparation error, or external factors beyond our control.
Refunds and Replacements
If a product is confirmed to be faulty, Cosmo Balloons may, at its discretion:
- Replace the faulty product;
- Provide a store credit; or
- Issue a refund to the original payment method.
Approved refunds will be processed within a reasonable timeframe following the completion of the assessment.
Non-Returnable Items
Due to the nature of helium-filled balloons and customised products, returns, refunds, or replacements will not be provided for:
- Damage caused after delivery.
- Incorrect handling, storage, or transportation by the customer.
- Natural deflation over time in line with the expected lifespan of the balloon.
- Changes of mind.
- Customised, personalised, or special-order products, unless they are proven to be faulty.
Reporting a Fault
To report a fault, please contact us immediately upon delivery with:
- Your order number;
- A description of the issue; and
- Clear photographs showing the fault.
Failure to report a fault promptly upon delivery may affect eligibility for a refund or replacement.
Consumer Rights
This policy is subject to applicable consumer protection laws and does not limit any rights afforded to consumers under the Consumer Protection Act of South Africa.
For assistance, please contact our customer service team, who will be happy to help resolve any concerns.
Need help?
Contact us at info@cosmoballoons.co.za for questions related to refunds and returns.