At Melbourne 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.
RETURNS FOR COVID-19 CANCELLATIONS AND "LATE" DELIVERIES.
Should you wish to return items due to a cancelled event or late delivery, the return is handled in line with our return policy for change of mind/late deliveries below.
Our estimates for delivery times take into account current circumstances to the best of our ability however, they are estimates not guarantees.
As per our policy, return delivery charges are your responsibility and a refund is provided for the item prices only less a 5% restocking fee (this covers processing fees charged to us by our payment providers). Initial delivery charges are not refundable as this is a service we have provided and were charged for. Please read down further for full details.
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 or incorrect size of an item ordered 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 or refunds on helium tanks due to the nature of the item, perishable items such as food and confectionary, wigs for health and safety reasons and 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 in the same or similar packaging the items were received in so they are not damaged in transit back to us and use 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. With all chosen payment methods, the refund will incur a 5% restocking fee. Refunds are batched processed once a week only. Refunds via credit card may take up to 10 days to appear on your card statement.
FAULTY OR INCORRECT PRODUCTS
If you believe you have received a faulty or incorrect product please contact us immediately by telephoning us on 1300 858 704 (AU Only), emailing or completing our online Contact Us 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). If we choose to have the item returned it will need to be in the original packaging. 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.
Instead of returning damaged goods, we may ask for photos of the item/s as we must be able to assess items before approving any refund/replacement claims. We will not be able to provide a refund or credit for any item already disposed of or without photo confirmation clearly showing the fault/damage.
Your original delivery charges will only be refunded when your entire order is defective, incorrect, or did not match the description.
FAULTY BALLOONS
We only sell quality balloons made by premier manufacturers such as Anagram, Qualtex etc. 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 (we cannot accept claims if the balloon has been discarded). 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).