Return and Refunds Policy

Party & Pout — Returns & Refund Policy

Last updated: December 2025

At Party & Pout, we want you to shop with confidence. Our returns and refund policy is written in accordance with Australian Consumer Law (ACL) and provides clear timeframes, conditions, and instructions for returns.

1. Returns Window

  • Change of mind returns: Accepted within 14 days of delivery.
  • Faulty, damaged or incorrect items: Must be reported within 7 days of delivery.

2. Eligibility for Change of Mind Returns

Items must be:

  • Unused and in original, unopened packaging
  • Free from scents, damage, or signs of wear
  • Complete with all labels, tags, and accessories

Items NOT eligible for change-of-mind returns:

  • Balloons, balloon garlands, balloon pumps
  • Tableware (plates, cups, napkins, straws, cutlery)
  • Cake toppers, food-contact items
  • Confetti, party poppers, piñatas
  • Personalised or custom-made items
  • Sale or clearance items
  • Make-up, body-contact wearables
  • Digital or print-at-home products
  • Any one-time-use party items

If unsure, please contact us before sending a return.

3. Faulty, Damaged or Incorrect Items

Under ACL, you may be entitled to a refund, replacement or repair if the item:

  • Arrives damaged or faulty
  • Differs significantly from its description
  • Is incorrect or missing from your order

To report an issue, please provide:

  • Your order number
  • Clear photos of the fault
  • A description of the issue

4. How to Initiate a Return

Email us at: hello@partyandpout.com.au

Include:

  • Full name
  • Order number
  • Item(s) to be returned
  • Reason for return
  • Photos (if applicable)

We will reply with approval and return instructions.

5. Return Shipping Costs

  • Change of mind: Customer pays return shipping.
  • Faulty or incorrect items: Party & Pout covers return postage or provides a replacement.

We recommend tracked postage, as we cannot accept liability for lost return parcels.

6. Refunds

Refunds are issued to the original payment method after the returned item is received and inspected.

Processing time: 3–7 business days after arrival at our warehouse.

Refunds will not be issued for:

  • Used, damaged or incomplete items
  • Items missing packaging, tags or accessories
  • Ineligible change-of-mind items
  • Delivery delays outside our control
  • Incorrect addresses provided by the customer

7. Exchanges

We do not offer direct exchanges.
You may return an eligible item for a refund and place a new order.

8. Order Cancellations

Orders cannot be cancelled once packed or shipped.
If you contact us immediately after ordering, we may be able to cancel before dispatch.

9. Contact Us

Email: hello@partyandpout.com.au
Returns Address: 83 Coulstock Street, Warrnambool VIC 3280, Australia