Refunds
Refund & Cancellation Policy
Short and plain: what you can cancel, what we replace or refund, and how to ask. This policy is part of our Terms of Service.
Last updated 12 October 2026
At a glance
- Balloons: cancel free until we start twisting. Faulty, wrong or damaged on arrival? Tell us within 7 days for a replacement or refund.
- Parties: free to move or cancel up to 48 hours before. Inside 48 hours: no refund, but one free reschedule.
- Balloon Club: cancel any time before your next billing date. Payments already made aren’t refunded.
- How: email ceo@balloonshoppe.org. Refunds go back to the way you paid.
1. Balloons and other products
Made to order: once we’ve started twisting, an order can’t be cancelled. Anything faulty, wrong or damaged on arrival is replaced or refunded if you tell us within 7 days.
- Before we start twisting
Email us to change or cancel. If we have not started making your order, we cancel it and refund you in full.
- After we start twisting
The order can’t be cancelled or refunded for a change of mind, because the balloons have been made for you.
- Faulty, wrong or damaged
Tell us within 7 days of delivery, with a photo if you can. We will remake and redeliver it, or refund it, whichever you prefer and whichever is possible in the time you need. You will not pay delivery twice for our mistake.
- Not a fault
Small differences between handmade pieces; colours that look different from your screen; latex softening over a few days; damage after delivery.
- If we cancel
If we cannot make or deliver your order (for example a colour is unavailable), we offer an alternative or a full refund. You choose.
2. Party bookings
Free to move or cancel up to 48 hours before your slot. Inside 48 hours there’s no refund, but you get one free reschedule, subject to availability. Bookings are confirmed by email.
- More than 48 hours before
Cancel for a full refund, or move to another free date at no cost.
- Within 48 hours
No refund. One free reschedule to another available date.
- If we cancel
We offer the first available alternative date, or a full refund if none suits you.
The 48 hours are counted from the time your email reaches us.
3. The Balloon Club
Billed $X today, then $X every month on the same date until you cancel. Cancel any time before your next billing date by emailing ceo@balloonshoppe.org; your membership runs to the end of the month you’ve paid for. Payments already made aren’t refunded. Codes already issued stay valid for 3 months.
$X is your tier’s monthly price ($1, $3 or $5). If we charge you by mistake, for example after you cancelled in time, we refund that charge in full. Full Club terms are in section 11 of the Terms.
4. Cash on delivery
If you have not paid yet, there is nothing to refund: cancelling before we start twisting simply cancels the order. If you have paid cash and are owed a refund, we will agree with you how to return the cash in Dhaka.
5. How to ask for a refund
Email ceo@balloonshoppe.org and include:
- your order reference (it starts with “BS-” and is in your confirmation email);
- the name and email address used for the order or booking;
- what went wrong, or what you want to cancel;
- a photo, if something arrived faulty, wrong or damaged;
- whether you would prefer a replacement or a refund.
We aim to reply within 2 working days.
6. How and when you are paid back
- Where it goes
To the original payment method: back to your card through Stripe, or to your PayPal account. Cash refunds as in section 4.
- When we send it
Within 5 working days of agreeing the refund.
- When you see it
That depends on your bank or PayPal, not on us; card refunds can take several more working days to appear.
- How much
What you actually paid for the refunded item, including its delivery fee if the whole order is refunded because of our mistake. Bank or PayPal currency-conversion fees are not ours to return. Single-use promo codes are not reinstated, unless the cancellation was our fault.
7. Your legal rights
This policy adds to your statutory rights as a consumer; it does not replace them. If the law that applies to you gives you more, you get the law’s version. In Bangladesh you can also complain to the Directorate of National Consumer Rights Protection under the Consumer Rights Protection Act 2009.
If this policy and the Terms of Service ever seem to differ, this policy governs cancellations and refunds.