Returns & Refunds Policy

Every arrangement we make is created by hand, to order, and many are personalised or filled with helium. Because of this, our products cannot be resold once made, and we are unable to accept returns for change of mind. We do, however, stand fully behind the quality of our work. If something arrives faulty, we will put it right.

1. What we cover

We will replace or refund an order where the product is defective on delivery, meaning:

• Balloons that arrive burst, deflated, or significantly under-inflated
• An error on our part – wrong design, wrong colour scheme, or a personalisation that does not match what you entered at checkout
• An order that does not arrive at all through our fault

2. What we do not cover

The following are not defects and are not eligible for a refund or replacement:

• Change of mind, or ordering the wrong item, size, colour, or date
• Personalisation errors in the details you provided (spelling, names, dates). Please check your order carefully before confirming – we produce exactly what is entered.
• Natural deflation. Helium and air-filled balloons deflate over time. Foil balloons typically last several days; latex balloons last considerably less. Gradual deflation after delivery is normal and not a fault.
• Damage to the arrangement, stuffed balloon contents, or gift items caused before or during delivery
• Damage after delivery – including heat, sunlight, cold, wind, sharp objects, pets, children, transport in a vehicle, or being left outside
• Failed or delayed delivery due to customer error – an incorrect or incomplete address, nobody available to receive the order, or a recipient who refuses it
• Colour variation. Screen colours and photographs may differ slightly from the finished product. Minor variation in shade, finish, or arrangement is part of a handmade product and is not a defect.
• Delays outside our control, such as severe weather or courier disruption, where the product itself arrives in good condition

3. How to report a problem

Balloons are perishable, so we need to hear from you quickly to assess the issue fairly.

• Contact us within 24 hours of delivery by email at tigrexmove@gmail.com or by phone on 07459 665002.
• Include your order number and clear photographs of the problem, taken on the day of delivery, showing the full arrangement and any damage.
• Please keep the product until we have reviewed your claim. We may ask for further photographs or, occasionally, for the item to be collected.

Reports made without photographs, or made after the arrangement has been used, displayed, or disposed of, may not be accepted as we will be unable to verify the fault.

4. How we put it right

Once we have confirmed a genuine defect, we will offer one of the following, at our discretion:

• A replacement, delivered as soon as practical – this is our first option wherever possible
• A partial refund where only part of an arrangement is affected
• A full refund to your original payment method where a replacement is not possible or appropriate

Refunds are processed within 14 days of our decision and may take a further 3–5 working days to appear in your account.

5. Cancellations and changes

Because we make everything to order:

• Orders can be cancelled or amended free of charge if we have not yet started work on them. Contact us as soon as possible.
• Once production has started, or personalised items have been made, we are unable to cancel or refund the order.
• Event and decoration services are subject to the deposit and cancellation terms agreed at booking.

6. Delivery

Please make sure someone is available at the delivery address on the chosen date. If a delivery cannot be completed because of an incorrect address or because no one is available, we may charge a redelivery fee, and we cannot guarantee the condition of helium balloons on redelivery.

7. Your statutory rights

Nothing in this policy affects your legal rights as a consumer under the Consumer Rights Act 2015. Because our products are personalised and/or liable to deteriorate rapidly, the 14-day cancellation right under the Consumer Contracts Regulations 2013 does not apply to them.

Last updated: September 2026