At OTT Party Supplies customer satisfaction is of the highest importance to us. We understand that sometimes you may have over ordered, changed your mind on the theme, or an item might not be exactly as you imagined, and for that reason we happily accept change of mind returns within 30 days of receipt of your order. Of course, in the unlikely event there is something wrong with an item, we will promptly rectify the issue with as little inconvenience to you as possible. Accordingly, we have developed a Returns/Refund Policy to ensure that you are fully aware of your rights and our obligations to you with respect to returns.
WHEN WILL I BE ENTITLED TO A REFUND, EXCHANGE OR CREDIT?
You will be entitled to a refund, exchange or credit where:
- you are not completely satisfied with your purchase (‘change of mind’) within 30 days from receipt of your order;
- the product is faulty or not fit for the purpose that products of that kind are commonly bought;
- the product significantly does not match the sample or description advertised on our website; or
- we are required to do so under any relevant laws.
CHANGE OF MIND RETURNS
For change of mind returns you must have received your order within the last 30 days. Claims outside this time period will be at our discretion.
In order for us to provide you with a refund, all change of mind returns must be in brand new, unused, unopened and re-saleable condition with all original outer packaging intact. Costumes/garments must not be worn, used or altered in anyway. They must be returned neatly packaged in their original packaging with all included accessories for a refund to be issued. We are unable to offer returns on helium tanks, clearance stock or special order items.
You must print out and complete our Returns Authorisation Form. This form must accompany the items being returned.
Return delivery charges are your responsibility. Unfortunately, we cannot be held responsible for lost, stolen or damaged return deliveries. We recommend that you return the product/s to us securely packaged using a trackable method of postage.
We reserve the right to assess the condition of the returned product/s prior to offering a refund, exchange or credit. You will be entitled to a refund, exchange or credit equal to the cost of the products only, excluding any original or return delivery charges. If you wish to exchange products, new delivery charges would need to be paid to send the items to you. All refunds will be issued via the same method used to purchase the items. If Afterpay was the chosen payment method, the refund will incur a 5% restocking fee. Refunds are batched processed once a week only.
FAULTY OR INCORRECT PRODUCTS
If you believe you have received a faulty or incorrect product please contact us immediately by telephoning us on 0411143839 or emailing [email protected] so we can resolve the issue promptly for you.
If a product is defective, incorrect, or significantly did not match the description, and we require the item/s returned we will pay for the return delivery charges (return approval must be granted beforehand). Product concerns that do not impair the item or it’s intended purpose will be handled under our change of mind return policy. If a defective item is contained within a part/set/pack we may at our discretion allow you to keep the entire part/set/pack and provide you with a partial refund only.
We must be able to assess items before approving any refunds therefore, we will not be able to provide a refund or credit for any item already disposed of.
Your original delivery charges will only be refunded when your entire order is defective, incorrect, or did not match the description.
We only sell quality balloons. They are quality checked and should arrive to you in perfect condition. Please fully inspect the balloon before inflation for any defects and report any issues to us immediately. Helium inflation requires special knowledge and care as over inflation or inflating too quickly can cause the balloon seams to burst or leak. Air temperature variations can also cause premature deflation of balloons. These factors may cause you to assume there is a fault with the balloon when, in fact, there is not, and therefore we are unfortunately unable to accept claims for faulty balloons once inflation attempts have been made.
RETURN OF “LATE” OR RETURN TO SENDER PACKAGES
The delivery estimates provided on our site are not guaranteed delivery times and actual delivery times may be affected by circumstances beyond our control. Should your parcel arrive later than your event, you may return the items to us, and our ‘change of mind’ refund policy applies.
If for whatever reason you do not take delivery of your items or you have entered your address incorrectly and your order is returned to us you will be entitled to a refund (excluding original delivery charges and/or any return charges we have incurred) or we can resend your order and you will be responsible to pay for the new delivery charges.
ADDRESS FOR RETURNS
Please send any returns to:
OTT Party Supplies, 74-80 Wayo Street, Goulburn, NSW 2580
If you have any questions regarding the OTT Party Supplies Returns Policy, please contact us at [email protected].
Returns Policy last updated on 18 January 2019.