Returns & Refund

Please be aware that balloons are inherently temporary decorative products.

Their lifespan cannot be guaranteed for a fixed period unless we have expressly agreed otherwise in writing.

Factors that may affect balloons include direct sunlight, heat, cold, wind, rain, humidity, air conditioning, heating systems, sudden temperature changes, sharp objects, rough surfaces, static electricity, movement by guests, children or animals, transportation after handover, and changes in altitude or atmospheric pressure.

Latex balloons may naturally oxidise and become more matte over time. Helium-filled balloons gradually lose lift. Foil balloons may expand or contract when exposed to significant changes in temperature. These normal characteristics are not, by themselves, considered defects.

Outdoor balloon installations are particularly affected by weather and environmental conditions.

Where an outdoor installation is requested, we cannot guarantee the same longevity or appearance as for an indoor installation.

After an installation has been completed and accepted, deterioration caused by weather, wind, rain, heat, sunlight, guests, venue conditions or other circumstances outside our reasonable control is not considered defective performance by The Balloon.

Where severe weather or unsafe conditions make installation impracticable, we may propose relocation indoors, modification of the design, postponement, an alternative installation method, or cancellation of the affected part of the service. Any resulting costs or refunds will depend on the circumstances, work already performed and third-party costs already incurred.

If your order arrives damaged, incorrect or incomplete, please contact us as soon as reasonably possible.

For event-related orders, we strongly recommend notifying us immediately and, where possible, before the event begins, because this gives us the best opportunity to correct the issue.

Please provide your order number, description of the issue, photographs or video showing the problem, photographs of the packaging where relevant, and any other information reasonably necessary for us to investigate.

Depending on the circumstances and your applicable statutory rights, an appropriate solution may include repair, replacement, correction, re-delivery, price reduction, or refund. A request to contact us within a particular timeframe does not remove any mandatory statutory rights that cannot legally be limited.

Where reasonably possible, please inspect your order when it is delivered or handed over.

For installations, we recommend that you or an authorised representative inspect the completed setup before our team leaves the venue.

If something is not as agreed, please tell our team immediately so we can try to resolve the issue before the event.

Your acceptance of the setup does not waive mandatory statutory rights, but prompt notification can significantly improve our ability to correct an issue.

Where an order is collected by the customer or by a courier arranged by the customer, responsibility for transportation after handover is generally transferred to the customer to the extent permitted by applicable law.

Please ensure that your vehicle is suitable for transporting balloons and decorations. We are not responsible for damage caused after handover by insufficient vehicle space, crushing, excessive heat or cold, open windows, sharp objects, unsuitable positioning, customer handling, or transport by a third party selected by the customer, unless the damage resulted from a defect or other matter for which we remain legally responsible.

We will make reasonable efforts to deliver within the agreed delivery window.

Delivery times may be affected by circumstances outside our reasonable control, including road accidents, extraordinary traffic, road closures, severe weather, venue access restrictions, security procedures, incorrect delivery details, failure of the recipient to answer, or events of force majeure.

Where timing is critical, particularly for weddings, corporate events and venue installations, please provide adequate access time before your event begins.

Early-morning, late-evening, night-time, weekend and public-holiday deliveries may be available by prior arrangement.

Such deliveries may involve an additional charge. Availability and pricing are confirmed individually before the order is accepted. A request for a particular delivery time is not confirmed until it has been expressly accepted by The Balloon.

The customer is responsible for providing a complete and correct delivery address, a valid telephone number, accurate recipient information, access instructions, and information concerning relevant building, security or venue restrictions.

If delivery cannot be completed because the information supplied by the customer is incorrect or incomplete, because nobody is available to receive the order, or because access cannot be obtained, additional delivery or waiting charges may apply.

Where the product is personalised, perishable in practical use, prepared for a specific time or otherwise cannot reasonably be resold, inability to complete delivery due to circumstances attributable to the customer does not automatically entitle the customer to a refund.

For installations and event work, the customer is responsible for ensuring that we have safe and timely access to the venue.

Unless otherwise agreed, the customer should ensure that: venue approval has been obtained, access times have been confirmed, loading and unloading are possible, parking or loading permits are arranged where required, lifts and entrances are suitable, the installation area is clear, electricity is available where necessary, and structural attachment points have been approved where applicable.

Additional waiting time or work caused by unavailable access, delayed venue handover or previously undisclosed restrictions may result in additional charges.

If you would like to change an order, contact us as early as possible.

If production or preparation has not begun, we will usually try to accommodate reasonable changes. Depending on the requested change, an additional charge may apply. Once custom production, printing, personalisation, balloon inflation or preparation has begun, changes may no longer be possible.

Custom and personalised orders are produced specifically for you. Where the statutory right of withdrawal does not apply, cancellations are subject to our contractual cancellation conditions.

If we agree to accept a cancellation voluntarily, we may deduct reasonable costs already incurred, including design work, personalised production, printing, purchased materials, balloons already prepared, supplier costs, labour, booking fees, and non-refundable third-party costs.

Large events, weddings, installations and corporate projects reserve production capacity, staff and often external suppliers for a specific date.

For this reason, event-specific cancellation terms will normally be included in your proposal, quotation or event agreement, including booking deposits, milestone payments, non-refundable external supplier costs, cancellation fees, rescheduling conditions, and deadlines after which certain payments become non-refundable.

If your event date changes, contact us immediately. We will make reasonable efforts to transfer the booking to a new available date.

However, rescheduling is subject to availability of our team and suppliers, venue requirements, materials already purchased, products already personalised, travel arrangements, and third-party cancellation or amendment fees. We cannot guarantee that the original concept, team, products or pricing will be available on a new date.

Where a consumer expressly asks us to begin providing a service during a statutory withdrawal period, different rules may apply.

Under EU consumer law, where performance has started at the consumer’s express request before the end of a withdrawal period, the consumer may be required to pay for the part of the service already supplied; after certain services have been fully performed following the required express consent and acknowledgement, the right of withdrawal may cease.

Certain contracts relating to leisure activities provided for a specific date or period are excluded from the standard EU 14-day withdrawal right. Whether this exception applies depends on the nature of the particular service.

We therefore do not assume that every event-related service automatically falls within this exception. Where relevant, the applicable cancellation conditions will be stated clearly before the booking is confirmed.

A deposit or advance payment may be required for custom installations, weddings, private events, corporate events and other larger projects.

Before payment, we will inform you whether the amount is an advance payment, a booking fee, a deposit, payment for work already beginning, or subject to specific cancellation conditions. Any non-refundable component will be identified in the applicable quotation or agreement to the extent required by law.

Event projects may require us to book or purchase goods or services from third parties specifically for your event, such as florists, furniture, venues, entertainment, printing, signage, custom fabrication, equipment hire, accommodation, transport, travel, or local production partners.

Where these costs have already become non-refundable or legally payable, they may remain payable by the customer following a cancellation or change, subject to applicable law and agreed terms.

The Balloon provides event and decoration services not only in Budapest but also for projects elsewhere in Hungary and across Europe.

Destination projects may involve non-refundable costs such as transport, flights, accommodation, vehicle rental, local suppliers, venue permits, logistics, customs or shipping, and additional personnel. Cancellation and refund terms for destination events are therefore agreed individually and included in the project quotation or contract.

Where you validly exercise a statutory right of withdrawal, we will make the refund in accordance with applicable law.

For eligible goods, we may generally withhold reimbursement until we have received the goods back or until you provide evidence that you have sent them back, whichever occurs first. Refunds will generally be made using the same payment method used for the original transaction unless another method is expressly agreed. Under EU rules, reimbursement must generally be made without undue delay and no later than 14 days after notification.

Where a statutory withdrawal right applies, any required reimbursement of the original standard delivery charge will be handled in accordance with applicable law.

If you selected a delivery method more expensive than our least expensive standard delivery option, we are not required to refund the additional cost above that standard option. Return shipping costs are normally borne by the customer if informed in advance, unless goods are defective.

Once a refund has been issued by us, the time required for the amount to appear in your account depends on your bank, card issuer or payment provider.

Any banking processing period is outside The Balloon’s control. This must be distinguished from the statutory deadline by which we are required to initiate or make a refund.

Where there is no statutory right of withdrawal — for example because a product was made specifically to your requirements — we are not obliged to provide a refund simply because you changed your mind, the event was cancelled for reasons unrelated to us, the recipient no longer wants the product, you selected the wrong colour, wording or date, or the event schedule changed.

We may nevertheless offer a change, credit or partial refund at our discretion where commercially reasonable.

Where we provide a proof, visualisation, wording, name, date, colour selection or other content for approval, the customer is responsible for reviewing it carefully before approving production.

Please check in particular: spelling, names, dates, numbers, logos, colours, quantities, and delivery location. If we manufacture an item correctly according to an approved proof, an error contained in that approved material will generally not constitute defective performance by The Balloon.

Images on our website, Instagram, Pinterest, proposals and moodboards may be used for inspiration.

Because of differences in balloon batches, lighting, photography, screens, venue conditions, and availability of materials, minor variations in colour and appearance may occur. Where an exact Pantone, RAL, brand or other colour specification is essential, this must be agreed with us expressly in writing before confirmation.

Custom decorations and event styling involve creative and manual work. Unless an exact specification has been expressly agreed, reference images do not mean that a design will be reproduced identically.

We may make reasonable adjustments to balloon positioning, proportions, floral placement, structural elements, layout, and supporting materials where required by the venue, product availability, safety, construction or visual balance.

Occasionally a particular balloon colour, flower, accessory or decorative item may become unavailable.

Where necessary, we may propose a product of comparable quality, style and value. For material changes affecting the agreed concept, we will seek the customer’s approval where reasonably practicable.

The Balloon may refuse or modify an installation if, in our reasonable professional judgment, the requested setup would be unsafe or would breach venue rules (e.g. blocking emergency exits, attaching décor to unsuitable surfaces, creating unstable structures, or working in unsafe weather).

A safety-related modification does not constitute a defect where it is reasonably necessary to protect people or property.

Once an installation has been completed, we are not responsible for subsequent damage caused by circumstances outside our control, including interference by guests, venue staff, children, animals or third parties.

If you require us to return to repair an installation after such interference, the visit may be chargeable.

If we are prevented or materially delayed from performing a service due to circumstances outside our reasonable control (such as severe weather, natural disasters, government restrictions, transport disruption, strikes, or venue closures), we will contact you as soon as reasonably practicable.

Where possible, we may propose rescheduling, modification or an alternative method of performance.

The statutory consumer withdrawal rights described above generally apply to consumers, not to companies or individuals purchasing primarily in the course of their business or professional activity.

For B2B customers, cancellation, refund and amendment rights are governed primarily by the quotation, order confirmation, event agreement, framework agreement, and applicable law.

We want to resolve legitimate problems quickly.

Please send complaints to:

Please include your name, order number, event date where applicable and a clear description of the issue. We may request photographs or other information reasonably necessary to assess the complaint.

Where a statutory right of withdrawal applies, you may notify us by sending an unequivocal statement that you wish to withdraw from the contract.

Send your request to:

Please include: your full name, order number, product concerned, date ordered, date received, and contact information.

Model Withdrawal Form (Optional)

This policy is intended to explain our commercial and statutory return and cancellation procedures.

It does not exclude, restrict or replace any rights that a consumer has under mandatory Hungarian or European Union law.

If any provision of this policy conflicts with a mandatory legal requirement, the mandatory legal requirement will prevail.