Returns, Refunds & Balloon Care Policy

Last updated: 27 August 2026

At Balloon HQ Gold Coast, every order is prepared with care. Because balloons are fragile, short-life products and many orders are made or personalised specifically for the customer, our returns process differs from that of standard retail goods.

Expected balloon lifespan

Balloon lifespan varies according to balloon type, environment and handling. As a general guide:

  • Helium-filled balloons typically last 1–3 days.
  • Air-filled balloons typically last 1–2 weeks.

These periods are estimates rather than guarantees. Temperature, direct sunlight, wind, rain, air-conditioning, heaters, sharp or rough surfaces, ceiling texture, transport, handling and storage can all shorten a balloon’s lifespan. Some balloon materials and designs may last for a shorter or longer period.

Checking your order

Please inspect your order as soon as it is delivered or collected. If anything is missing, incorrect, damaged or deflated at the time of handover, contact us as soon as possible—preferably within two hours—and provide:

  • Your order number or other proof of purchase
  • A description of the issue
  • Clear photographs or video showing the product and its condition

Prompt notification gives us the best opportunity to assess the issue and provide a timely solution. Reporting outside this preferred period does not remove any rights you may have under Australian Consumer Law.

Faulty, damaged or incorrect products

If a product is faulty, damaged before or during delivery by us, significantly different from its description, or otherwise fails to meet a consumer guarantee, please contact us. Depending on the circumstances and the requirements of Australian Consumer Law, the remedy may be a replacement, repair, partial refund or full refund.

For a major problem, you may be entitled to choose a replacement or refund. For a minor problem, we may first offer an appropriate replacement or other remedy within a reasonable time.

Because balloons are perishable, we will not usually require a damaged balloon to be physically returned. Please retain the product until we have assessed the claim. If a return is reasonably required for assessment, we will provide instructions and cover reasonable return costs where the product is faulty or not as ordered.

Change of mind and personalised orders

We do not offer returns, exchanges or refunds where:

  • You change your mind
  • The event is cancelled or no longer proceeds
  • You selected the wrong product, colour, size, date, wording or delivery details
  • A personalised or made-to-order item was produced according to the information supplied
  • The balloon’s appearance changes naturally over time, including oxidation or gradual loss of inflation

This does not affect your rights where a product has a fault or does not meet a consumer guarantee.

After delivery or collection

Once an order has been delivered in good condition, collected, or accepted by the customer or their nominated recipient, Balloon HQ Gold Coast cannot accept responsibility for damage, deflation or reduced lifespan caused by:

  • Mishandling, accidental damage or popping
  • Transport or relocation by the customer or another person
  • Heat, cold, direct sunlight, wind, rain or other weather conditions
  • Air-conditioning, heaters or rapid temperature changes
  • Sharp objects, rough walls or ceilings, pets or children
  • Leaving balloons in a vehicle or unsuitable storage area
  • Alterations or installation by someone other than Balloon HQ Gold Coast
  • Actions or omissions of the customer, venue, recipient or another third party

Where authority to leave has been requested, responsibility passes to the customer once the order has been delivered safely to the nominated location. We are not responsible for deterioration, theft or damage occurring after delivery unless caused by a fault that existed at the time of delivery.

Refund timing and method

Approved refunds will be issued to the original payment method. We will normally process an approved refund within 5 business days. Your bank or payment provider may then take additional time—commonly 5–10 business days—to make the funds available.

Original delivery charges will only be refunded where required by Australian Consumer Law or where Balloon HQ Gold Coast agrees that the delivery service or entire order was not supplied as required.

Australian Consumer Law

Our products and services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded.

Contact us

To request assistance, a replacement or a refund, contact:

Balloon HQ Gold Coast
Email: Hello@balloonhqgc.com.au
Phone: 07 5623 8118
Website: balloonhqgc.com.au

Please include your order number, contact details and photographs of the issue.