Returns & refunds

Changed your mind?

Request a return within 14 calendar days after delivery. Eligible items must be unused, unopened, undamaged and in their original packaging, with all included parts. You do not need to have an account.

Contact us before sending anything back. Once approved, send the return within 14 calendar days of our instructions using a tracked service. We do not charge a restocking fee.

We refund the amount actually paid for eligible returned items, after allocated discounts. Original shipping charges paid at checkout are not refunded for change-of-mind returns. We do not retrospectively charge outbound shipping on an order that qualified for free shipping.

Opened or inflated balloons, used accessories, and made-to-order or personalized items are not eligible for change-of-mind returns. This does not exclude help for a defective, damaged, missing or incorrect item.

Damaged parcel or missing items

Please check your parcel when it arrives and contact us as soon as possible, preferably within 7 calendar days of delivery. Keep the packaging while we review the issue. Share your order number, the affected product, missing or damaged quantity, and clear photos of the items, parcel or packing slip when relevant.

Once confirmed, we will arrange an appropriate replacement or refund. We cover reasonable return or replacement shipping costs for a confirmed error on our side or transport damage. Do not pay to return a faulty item before contacting us. If you discover an issue later, still get in touch so we can assess it; these reporting windows do not remove any applicable statutory rights.

Defective or incorrect products

Contact us within 30 calendar days of delivery about a manufacturing defect, leaking valve, incorrect item or other product fault. For balloons sold by the pack, tell us both the number of packs purchased and the number of individual balloons affected. Photos are usually sufficient; we may ask for a short video if it helps us understand a leak or equipment fault. An unboxing video is not a condition of getting help.

We assess the affected items and offer a suitable partial refund, refund or replacement. For low-value faulty items, we may resolve the issue without a return. If an entire pack or kit is materially affected, we assess the pack or kit as a whole. Let us know your event date so we can discuss whether a replacement would arrive in time.

Damage caused by overinflation, sharp objects, misuse or improper storage is not a manufacturing defect. Screen appearance, lighting and inflation can affect color; however, a clearly incorrect product or material mismatch with its description will be reviewed. We do not apply a blanket permitted-defect percentage to reject claims.

Pumps and electrical accessories are assessed under the same initial product-issue process and any applicable product-specific warranty or statutory rights. This 30-day reporting policy does not shorten rights that apply by law.

Delivery problems

If a parcel appears lost or has stopped moving, contact us with your order number. We will work with the carrier to investigate and keep you informed. For a confirmed loss before delivery, you can choose a replacement or refund; a full-order refund includes the original shipping charge paid.

If tracking says delivered but you cannot find the parcel, check the delivery address, household members, building reception and any delivery photo, then contact us. We will help investigate. A delivered scan alone is not the end of our review.

Delivery dates are estimates unless we expressly agree otherwise. Please contact us before ordering for a fixed event date. If a parcel is delayed, contact us for the latest status and available options. If we cannot dispatch within the promised time, we will contact you about the revised timing and cancellation/refund options.

If an address supplied by the customer is incorrect or a delivery is refused, contact us promptly. We will explain any available interception, redelivery or return options and their actual costs before you agree to them. Do not refuse delivery as a substitute for requesting a return.

Cancellations, address changes and exchanges

Contact us immediately if you need to cancel or change an order. We will try to help before dispatch, but cannot guarantee interception once it has entered processing or been handed to the carrier. Approved cancellations before dispatch are refunded to the original payment method. Personalized orders already in production may have different cancellation conditions disclosed when ordered.

For an ordinary change of color or style, request a return and place a separate new order. Incorrect or faulty items are handled through our product-issue process.

How refunds work

We aim to respond to support requests within 1–2 business days. For physical returns, we aim to inspect and submit an approved refund within 5 business days of receipt. We will notify you if additional information is needed.

Refunds go to the original payment method. Store credit is offered only if you choose it. Payment providers and banks determine the time until funds appear; we will send confirmation once the refund has actually been submitted. A support approval or order status change alone does not mean money has been returned.

For Alipay payments converted from USD to CNY, refunds use the original order exchange rate and cannot exceed the original CNY amount charged. A full refund returns the original CNY payment amount; partial refunds use the original rate with currency rounding.

Start an order support request

1. Open Order support and enter your order number and purchasing email, or open the link from your account order.
2. Verify your email if you are shopping as a guest, then select the item and explain what happened. You can attach up to three photos.
3. We will review your request and email you the next steps. Please wait for return instructions before shipping anything.

You can also email martinmeng938@gmail.com or use live chat. Never include payment card numbers, security codes or passwords.

For separately quoted wholesale or custom orders, the agreed quotation and order terms apply. Nothing in this policy limits rights that cannot be excluded under applicable consumer law.