Return / Refund Policy

 

RETURN AND REFUND POLICY

We want you to be happy with your balloons. This policy explains how returns, exchanges and refunds work for orders placed on myballoonshop.com. Orders placed on Shopee or TikTok Shop follow those platforms' own return processes.

 

1. Faulty, damaged or wrong items

If your order arrives damaged, defective, incomplete or different from what you ordered:

  • Contact us within 7 days of delivery with your order number and clear photos or an unboxing video.
  • We will offer a replacement or a full refund, and we will cover the return shipping cost if we ask you to send the item back.
  • This applies to all items, including discounted and clearance items.
  • Nothing in this policy limits your rights under the Consumer Protection Act 1999 or other Malaysian law.

2. Change of mind

You may return items you no longer want if:

  • You contact us within 14 days of delivery.
  • The items are unused, unopened, uninflated and in their original sealed packaging.
  • You pay the return shipping cost. Original delivery charges are non-refundable.

We do not accept change-of-mind returns for the items listed in section 3.

3. Items we cannot accept for return or refund (unless faulty or not as described)

  • Custom-made, personalised or printed items (e.g. name or message balloons, custom sets)
  • Helium-filled or inflated balloons
  • Opened or used packs of balloons, for hygiene and safety reasons
  • Clearance items sold "as-is", where this is stated on the product page

4. Exchanges

  • Exchanges are subject to stock availability.
  • If the new item costs more, you pay the difference.
  • If the new item costs less, we will issue the difference as store credit for use on myballoonshop.com.

5. How to return an item

  1. Contact us first with your order number and reason for return. Please do not ship anything back before we reply.
  2. Pack the items securely and send them to the address below using a courier with a tracking number.
  3. Send us the tracking number. Keep your delivery receipt until your refund is complete.

Return address:

Myballoonshop PT1426 - T2 Bandar Baru Tunjung, 15150 Kota Bharu, Kelantan

Phone: 013 393 2404

We are not responsible for parcels lost or damaged in transit when you ship them to us, so please pack carefully. For faulty or wrong items where we are paying for the return, we will arrange or reimburse the courier.

6. Refunds

  • Once we receive and check your return (or approve your photo evidence for faulty items), we will process your refund within 7 to 14 working days.
  • Refunds go back to your original payment method.
  • If you used a coupon or promotion, the refund is the net amount you actually paid for the item.
  • Original delivery charges are refunded only when the return is due to our error or a faulty item.

7. Cancelling an order

You can cancel an order before it is shipped by contacting us as soon as possible. Custom or personalised orders cannot be cancelled once production has started.

8. Changes to this policy

We may update this policy from time to time. The version shown on our website on the date you place your order is the one that applies to that order.

9. Contact us

Questions about a return or refund? Contact Myballoonshop on 013 393 2404.