All orders placed through the Lunar Balloons website are 100% protected by our 7 Day Money back Guarantee. If you are not happy with any party item or balloon centrepiece due to damage or a fault, we are more than happy to return it for a refund or exchange. Lunar Balloon's Party items and Centrepieces are of a very high standard, in which we proudly stand by, and if you do find a fault or damage just let us know within the 7 day period and we will organise a refund or exchange for you.

When does the 7 days start?
The 7 Day period will start from the date you received the party item or balloon centrepiece; this is usually based on the signing of the consignment note from AusPost or courier. If a consignment note is not available, we will start the 7 days from the despatch date plus 2 to 6 days, depending on where you are located.

How do I make a claim?
Simply email us within 7 days, at support@lunarballoons.com.au  with your order details, description of damage or fault along with some photographs and we will reply with confirmation and instructions. Please do not return the party item or balloon centrepieces until you are instructed to do so.

Who pays for the freight?
The customer will be liable for any freight costs to return the party item or balloon centrepiece back to Lunar Balloons. PayPal will then refund your return shipping cost. Please click here to activate your free returns with PayPal... In the event of an exchange, Lunar Balloons will cover the cost of shipping a new party item or balloon centrepiece back to you.

Where do I send the party item or balloon centrepiece?
We will advise you where to send the party item or balloon centrepiece once we confirm the return application.

How do I return the party item or balloon centrepiece?
You must arrange for the party item or balloon centrepiece to be returned to us within 14 days, via AusPost with tracking, you will be provided with an address. In all circumstances, party item or balloon centrepiece should be in their original packaging, and suitably packed and protected from further damage during transit.

How much do I get back?
You will be refunded the original purchase price of the item being returned (less delivery cost).

When will I get the money?
Lunar Balloons will refund the money within 24 hours of receiving the party item or balloon centrepiece in question. Please note that it may take a couple of days for the bank to clear funds to your account or credit card. Refunds for PayPal purchases will be cleared within an hour of being processed... We will advise you once the refund has been issued.

How will I get the money?
Lunar Balloons will refund the money to the original account or form of payment used to purchase the party item or balloon centrepiece.

What if I want to exchange?
If the party item or balloon centrepiece is damaged or has a fault with its design or structure, and you would like an exchange... Simply email us at support@lunarballoons.com.au or call 0405 109 765 and we will organise for a replacement to be delivered to you. Shipping cost of the new item to the customer will be to our account.