Refund policy

Refund & Return Policy

At lumi balloons, every order is custom-prepared specifically for each customer. Because of the custom, made-to-order, and time-sensitive nature of our products, all sales are final. We do not accept returns, exchanges, or cancellations once an order has been placed.

We do not offer refunds for changes of mind, incorrect details provided by the customer, delayed pickup, unsuccessful delivery due to an incorrect address or unavailable recipient, or personal preference after an order has been approved, delivered, picked up, or installed.

Defective or Damaged Items

If your order arrives with an obvious manufacturer defect or a clear issue caused before delivery or pickup, please contact us immediately upon receipt and send clear photos or videos.

If we confirm that the issue was caused by a manufacturer defect or an error on our side, we may, at our sole discretion:

  • replace the affected item, or
  • issue a partial or full refund for the affected portion of the order

Any claim must be made on the same day as delivery or pickup. Claims submitted later may not be eligible for review.

Custom Orders

All custom orders are final sale. This includes, but is not limited to:

  • personalized balloons
  • special color requests
  • event-specific designs
  • custom sourcing

Deposits and Cancellations

If a deposit is taken to reserve your date, inventory, or production time, it is non-refundable.

Because we begin preparing materials and reserving stock in advance, cancellations are not refundable. In limited cases, and only at our discretion, we may offer store credit toward a future order.

Delivery, Pickup, and Setup

Once an order has been successfully delivered, picked up, or installed, responsibility for the balloons transfers to the customer.

We are not responsible for damage or changes in balloon condition caused by:

  • weather
  • heat or cold
  • direct sunlight
  • sharp surfaces
  • textured ceilings or walls
  • pets or children
  • improper handling
  • transport by the customer
  • venue conditions after setup

Balloon Float Time Disclaimer

Balloon float times vary depending on balloon type, size, treatment, temperature, humidity, transport, and surrounding conditions. Because of this, we do not guarantee exact float duration unless explicitly confirmed in writing.

Outdoor Disclaimer

Outdoor balloon use is always at the customer’s own risk. We do not guarantee balloon condition, appearance, or longevity for outdoor setups due to weather and environmental factors including wind, heat, cold, rain, and direct sunlight.

Color Disclaimer

We always do our best to match requested colors as closely as possible. However, exact shades may vary depending on manufacturer availability, balloon material, production batch, and finish.

Please also note that colors may appear different depending on:

  • indoor lighting
  • natural daylight
  • venue lighting
  • surrounding decor
  • wall colors
  • photography and screen settings

Because of this, slight color variation does not qualify for a refund.

 

Contact Us

If there is an issue with your order, please contact us right away:

 

Email: contact@lumiballoons.com
Phone: 646-295-5721