Refund and Return Policy
At Balloons To Go, every balloon arrangement and decoration is custom-made according to the client’s selected theme, colors, occasion, design preferences, delivery details, and event requirements.
Because our products are personalized, delicate, and prepared specifically for each order, all sales are subject to the following refund, cancellation, return, and rescheduling policies.
Balloons To Go is currently based in Prosper, Texas 75058, and provides custom balloon arrangements, event décor, delivery, and scheduled pick-up services by appointment, according to availability and service area coverage.
1. Custom Orders
All balloon arrangements, bouquets, and event decorations are made to order. The client is responsible for providing all necessary information before the order is prepared, including colors, design preferences, theme, occasion, delivery details, and any special instructions.
Once an order has been confirmed, changes may be limited and are subject to availability.
2. Cancellations
The client agrees to provide at least 72 hours’ advance notice for any cancellation.
Cancellation policies are as follows:
- Cancellations made with less than 72 hours’ notice will result in the client being responsible for the full amount of the order.
- Cancellations made 3 to 5 days prior to the event may qualify for a refund of up to 50% of the amount paid.
- No refunds will be issued for cancellations made less than 72 hours before the scheduled delivery, pick-up, or event setup.
3. Changes and Rescheduling
If the client needs to postpone a delivery, pick-up, or event setup, availability will be reviewed in order to schedule a new date.
Changes, additions, or exchanges requested after the order has been confirmed may result in additional charges.
A minimum notice of 72 hours is required for requested changes or additions to event décor. These changes are subject to availability and are not guaranteed.
If Balloons To Go is unable to complete the requested changes, the additional fees will not apply.
4. Refund Eligibility
Refunds may be considered only under the conditions described in this policy.
Approved refunds, when applicable, may be partial and will depend on the timing of the cancellation, preparation status of the order, materials already purchased, and work already completed.
Because balloon arrangements are custom-made, refunds are not guaranteed once preparation has started.
5. Non-Refundable Situations
Refunds will not be issued in the following situations:
- The client cancels with less than 72 hours’ notice.
- The client provides an incorrect or incomplete delivery address.
- The recipient is unavailable to receive the delivery.
- Access to the delivery location is restricted or denied.
- The delivery is delayed due to incorrect information provided by the client.
- The balloons are damaged after delivery or pick-up.
- The balloons are transported from the original delivery location.
- The balloons are exposed to heat, sunlight, wind, rain, air conditioning, or improper handling.
- The event is affected by weather conditions or circumstances outside the control of Balloons To Go.
- The client fails to follow the balloon care instructions.
6. Substitutions
Balloons To Go reserves the right to substitute balloons, materials, colors, or accessories that are unavailable or out of stock.
Every effort will be made to maintain the style, theme, color palette, and overall look of the original arrangement.
Substitutions do not qualify for a refund when the overall design, theme, and color scheme are maintained as closely as possible.
7. Defective Balloons
If balloons appear defective, Balloons To Go may replace them at no cost only if all of the following conditions are met:
- The customer notifies Balloons To Go within 24 hours of delivery.
- The defective balloons remain on site and are available for pick-up when the replacement balloons arrive.
- The balloons were not moved or transported from the original delivery location.
- The damage was not caused by weather, heat, sunlight, air conditioning, wind, mishandling, pets, children, transportation, or third-party interference.
If these conditions are not met, the order will not qualify for replacement or refund.
8. Weather-Related Issues
Balloons are sensitive to weather conditions, including but not limited to rain, sun, wind, humidity, heat, cold temperatures, and temperature changes.
The client understands that balloon structures displayed outdoors are not guaranteed to last for any specific period of time.
Balloons To Go is not responsible for damage, popping, deflation, or deterioration caused by weather conditions or acts of nature.
If weather or another unforeseen act of nature prevents Balloons To Go from decorating the client’s event, the payment may be applied to another date or event within 12 calendar months from the original event date, subject to availability.
No refunds will be issued for weather-related cancellations, outdoor conditions, or circumstances outside our control.
9. Pick-Up Orders
Pick-up orders are available by appointment only.
The client must provide the full name and contact phone number of the person who will collect the arrangement on the scheduled date and within the agreed time range.
Balloon arrangements may be large, delicate, and difficult to transport. We recommend using a large, clean, and empty vehicle, such as an SUV, minivan, hatchback, touring vehicle, or a vehicle with the back seats folded down.
Balloons To Go is not responsible for any damage, popping, deflation, or separation of balloons after the arrangement has been picked up.
10. Delivery Issues
For delivery orders, the client must provide the exact delivery address, including ZIP code, house, apartment, or suite number, community name if applicable, contact name, phone number, and access instructions.
If an incorrect or incomplete address is provided, an additional delivery fee may apply.
If no one is available to receive the balloons, we may contact the recipient to coordinate delivery. This may create a risk of revealing an intended surprise or causing a delayed delivery.
Balloons To Go is not responsible for missed deliveries, late deliveries, spoiled surprises, or failed deliveries caused by incorrect information, recipient unavailability, or restricted access.
11. Final Sale
Due to the custom and delicate nature of balloon arrangements and event décor, all completed orders are considered final sale once delivered, picked up, installed, or accepted by the client or recipient.
12. Agreement
By proceeding with your purchase, you confirm that you have read, understood, and agreed to this Refund and Return Policy.
Thank you for choosing Balloons To Go.