Refund policy

At Sun & Moon Balloon Design, each arrangement is created specifically for your order. Because balloon products are perishable and time-sensitive, we do not accept returns.

Returns
Balloon products are perishable, custom-created goods and cannot be returned, reused, or resold once inflated or delivered. For this reason, we do not accept returns of inflated or personalized items.

Cancellations & Refunds
Orders may be cancelled for a full refund if cancellation is requested at least seven (7) calendar days prior to the scheduled delivery or pickup date. For example, an order scheduled for January 8 must be cancelled no later than January 1 to qualify for a refund.

Cancellations made within seven (7) days of the scheduled delivery or pickup date are non-refundable, as materials and production time have already been reserved. Once production has begun, orders are non-refundable.

Completed and delivered orders are non-refundable.

Delivery Issues
If an item appears damaged, defective, or incorrect at the time of delivery, we must be notified immediately at the time of receipt so the concern can be evaluated and addressed promptly. If you are not present at delivery, responsibility transfers upon acceptance at the delivery location.

Balloon products are highly sensitive to temperature and environmental changes. Helium-filled balloons may temporarily appear soft or slightly deflated in cooler temperatures and will re-expand when returned to room temperature. Exposure to heat may cause balloons to expand or pop. Changes in appearance due to temperature shifts, transport, relocation, or environmental exposure do not constitute defects.

Because balloon products are perishable and sensitive to handling, we are not responsible for damage, popping, deflation, distortion, or loss that occurs after delivery due to movement, transport, outdoor exposure, pets, children, or misuse. Refunds or replacements, if offered, are determined at our reasonable discretion following evaluation.

Recipient Unavailability
Customers are responsible for ensuring accurate delivery information and recipient availability. If a recipient is unavailable, refuses delivery, provides incorrect information, or access is denied at the delivery location, the order is considered fulfilled and is non-refundable. Additional delivery fees may apply if re-delivery is requested.

Venue & Access Requirements
If a delivery location has specific policies, security procedures, delivery restrictions, or time limitations, it is the customer’s responsibility to communicate those requirements in advance. Sun & Moon Balloon Design is not responsible for delays or failed deliveries resulting from undisclosed venue restrictions.

Nothing in this policy limits any rights you may have under applicable federal, state, or local consumer protection laws.