Last updated: 11 August 2026
We know plans change, balloons sometimes misbehave and life can throw a surprise party of its own.
This policy explains what happens when you cancel or postpone an order, change your mind or something genuinely isn’t right.
Please check your balloons or products as soon as they are delivered, installed or collected.
If something is missing, damaged, faulty or significantly different from what you ordered, text 0411 114 128 as soon as possible and provide:
Because balloons are perishable and can change quickly after delivery, contacting us promptly gives us the best chance to work out what happened and fix it before your event.
You generally won’t need to return balloons unless we ask you to. Photos or video will usually be enough for us to assess the problem.
The appropriate solution will depend on what has happened and how serious the problem is.
For a minor problem, we may:
Please give us a reasonable opportunity to fix a minor problem before arranging a replacement elsewhere.
For a major problem, you may be entitled to choose between an appropriate replacement or a refund.
Where only part of an order or service is affected, the solution may apply only to that part.
If we made the spelling, wording, colour or product mistake, we’ll fix it at no additional cost.
When a refund is required because of a genuine problem, it will be returned through the original payment method where reasonably possible.
We will not require you to accept store credit instead of a refund where you are legally entitled to a refund.
Refunds will generally be processed by Glitz N Twists within seven business days. Your bank or payment provider may take additional time to place the money into your account.
We cannot provide a refund, replacement or credit for damage caused after the order has been delivered, installed or collected in good condition, including damage caused by:
This does not apply where the balloon or product was already faulty when supplied.
Glitz N Twists does not usually provide cash refunds because you:
Where preparation has not started and no costs have been incurred, we may offer a store credit or approve a change to your order.
Any change-of-mind option is offered in addition to your automatic consumer rights and does not replace them.
To cancel an order, text 0411 114 128 as soon as possible.
The time we receive your text will be used to determine the cancellation notice provided. Social media messages are not accepted for cancellations because they can easily be missed.
If you cancel more than seven days before delivery, collection or the event, we will generally offer store credit for the amount that remains after deducting any reasonable costs already committed to your order.
These costs may include:
If no work has started and no non-recoverable costs have been incurred, the full amount paid may be provided as store credit.
By this stage, stock may have been purchased, preparation may have started and time may have been reserved specifically for your order.
Any store credit will be limited to the amount remaining after reasonable committed costs and completed work are deducted.
Depending on how much preparation has already been completed, there may be little or no remaining credit.
Orders cancelled less than 72 hours before delivery, collection or the event are generally not eligible for a change-of-mind refund or store credit once preparation has started.
This is because balloons may already be inflated, personalised items produced, equipment reserved, stock purchased and labour scheduled specifically for your order.
If there is a clearly identifiable amount that has not been spent, committed or worked, we may offer that remaining amount as store credit.
Same-day and next-day orders enter preparation quickly.
Once we have accepted the order and started purchasing, personalising, preparing or inflating products, the order cannot usually be cancelled for a change-of-mind refund or store credit.
Your rights still apply if the order has a genuine problem.
Personalised and custom products are made specifically for you and usually cannot be resold.
This includes:
Once the relevant materials have been ordered, cut, printed, prepared or produced, the cost of that work and those materials cannot be refunded or credited because of a change of mind or customer cancellation.
If you have paid more than the reasonable costs already committed, any remaining amount may be offered as store credit.
Please carefully check all names, ages, dates, colours and wording before submitting or approving your order.
If the information supplied or approved by the customer was incorrect, the cost of remaking the personalised item is the customer’s responsibility.
If Glitz N Twists made the mistake, we’ll fix it.
Quoted events, installations and hire bookings reserve time, labour, equipment and materials for a specific date.
If you cancel, we may retain or deduct reasonable costs relating to:
A deposit is not automatically kept in full simply because it was called a deposit. It will be applied toward the reasonable costs and work connected with the cancelled booking.
Any amount remaining after those reasonable costs may be provided as store credit, unless another remedy is required.
Need to move your event? Text us as soon as possible.
A postponement or date change is subject to:
Payments may be transferred to a new available date after deducting any additional or non-recoverable costs caused by the change.
Specially ordered or personalised materials already purchased for the original date remain part of your order where they can still be used.
If the new date, venue, design or requirements increase the cost, the difference must be paid before the new booking is confirmed.
A further postponement may be treated as a new cancellation and booking request.
Choosing to cancel because of predicted heat, wind, rain or other weather is treated as a customer cancellation if we are still able to safely provide the agreed order or setup.
For outdoor installations, we may:
If weather or another event outside our reasonable control prevents us from safely providing all or part of the service, we’ll work with you on an appropriate solution. This may include a safe alternative, postponement, store credit or a refund of an amount that has not already been reasonably spent on your booking.
If your venue cancels, closes, changes its access rules or refuses balloon installations, please contact us immediately.
The customer remains responsible for confirming venue approval, access and attachment requirements before booking.
A venue cancellation or restriction does not automatically require Glitz N Twists to refund products, materials or work already completed.
Where possible, we’ll help you move the order to another suitable venue or available date. Any additional delivery, labour, material or setup costs will be explained before proceeding.
Click & Collect orders are made for a confirmed collection time.
If you miss your collection:
There is no change-of-mind refund for balloons that were prepared and ready at the agreed collection time.
Please make sure the delivery address, phone number and access instructions are correct.
If delivery cannot be completed because:
the balloons may be returned to us and an additional delivery fee may apply.
There is no change-of-mind refund for balloons prepared and taken out for an attempted delivery. Collection may be arranged where the balloons remain suitable and we are available.
Delivery windows are estimates rather than guaranteed exact times.
Traffic, accidents, weather, road closures, venue access and other unexpected events can sometimes cause delays.
A minor delay that does not prevent the order from being used for its intended event does not automatically qualify for a refund.
If a delay is significant or means the order can no longer reasonably be used for the purpose you told us about, contact us and we’ll assess an appropriate solution.
If we cannot complete your order or booking, we’ll contact you as soon as possible.
Depending on the circumstances, we may offer:
If we cancel for a reason within our control and cannot provide a suitable solution you accept, amounts paid for the products or services not supplied will be refunded.
If we must cancel due to a genuine emergency beyond our control, we will try to arrange and pay for another artist to complete your booking. Their style or finished work may differ, and we will advise you of any changes. If a replacement cannot be arranged, we will refund anything not provided. We kindly ask for your understanding—we are human too, and emergencies can happen.
If we stop or refuse work because payment is overdue, access is unsafe, venue permission was not arranged or the customer has breached the agreed conditions, the customer cancellation terms and reasonable costs already incurred may apply.
Balloons, personalised products and other perishable or custom-made items cannot generally be returned because you changed your mind.
For a faulty or incorrect balloon order, photographs or video will usually be accepted instead of requiring a physical return.
If we ask you to return a non-perishable item because of a genuine problem, Glitz N Twists will arrange or cover reasonable return costs where required.
Please don’t dispose of a product involved in a complaint until we have confirmed that photos are enough or that the item is no longer required.
Store credits issued under this policy:
Any non-recoverable materials, labour or supplier costs will be deducted before the credit amount is calculated.
For cancellations, postponements or problems with an order, text:
0411 114 128
For general enquiries, email:
Social media messages are not reliable for cancellations or urgent order concerns because they can easily be missed.
Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.
