Our Privacy and Returns Policies

PRIVACY POLICY

PartiesOnline.com.au is totally committed to protecting your privacy and the privacy of any personal information provided to us. You can feel confident when ordering from PartiesOnline.com.au, that we have used the best and most up to date technology, using best practices, to ensure your personal information is secure, and that the processing of your credit card is also done in a professional, responsible manner.

What personal information do you collect?

To enable us to provide our services to you, we need to collect personal information from you - usually your name, email and postal address for delivery of orders.

For new customers or those using the guest checkout, the website will create an account so you can access the order details and your tax invoice. A password will be generated and emailed to you after completing the checkout.

To whom do you disclose my personal information?

We never disclose your personal information to others.

We do not release your personal information to direct marketers or other websites.

If you would like further information on our privacy policy or if you have any concerns over the privacy protection of the information you have given to us or that we have collected from others, please e-mail us at contact@partiesonline.com.au or call our office on 0468 817 888.

CONTACT DETAILS

Partiesonline.com.au
ABN 76 106 382 245
PO Box 583
Ulladulla NSW 2539 Australia
Tel: 0468 817 888
Email: contact@partiesonline.com.au

TERMS AND CONDITIONS / CUSTOMER CONTRACT

Partiesonline.com.au will email confirmation of the items you have purchased. If any articles are out of stock you will be notified immediately and the purchase of that article either cancelled or put on back order. If placed on back order you will be advised before goods are charged or dispatched. Alternatively if a like substitute is available, you will be notified of the availability of that product.

Partiesonline.com.au will provide an itemised tax invoice of goods, and all prices quoted are in Australian Dollars (AUD) and are G.S.T inclusive. Goods will be delivered within 2 - 7 working days depending on postcode area.

Party Supplies Online is not responsible for, nor does it give any warranty in respect of any materials, or other supplies which give rise to:

  • Any adverse affect on any person due to allergy or intolerant reaction arising from that person's use of any materials or wearables such as wigs, clothing, face paint etc. supplied by partiesonline.com.au
  • Any damage suffered by any person or property in the conduct of any game or activity supplied by partiesonline.com.au

You the customer, hereby indemnify Party Supplies Online against all claims, actions, suits, demands or costs made on or against Party Supplies Online by any person arising from the provision of any goods and materials supplied by Party Supplies Online- partiesonline.com.au

RETURNS POLICY

Change Of Mind or Order Placed in Error

Party Supplies Online are not required by law to provide a refund for change of mind or for costumes items that don’t fit. However we're nice people and are here to give you a fair and honourable transaction. If there are any problems after the transaction please contact us in a friendly manner and we will cheerfully work with you to resolve any issues amicably if the following conditions are met:

  1. You must notify us of a change of mind return within 30 days of purchase.
  2. The item is returned within 30 days of purchase.
  3. You provide a legible receipt as proof or purchase.
  4. Items are in a suitable condition for resale as new. This includes being in original sealed packaging as well as having all packaging such as header card and packing materials. For costumes this also includes in our opinion that they do not have excessive creases and are folded inside in a re-sellable condition.
  5. The quantity being returned is not a large quantity. Special orders for large quantities and seasonal products. (The determination of what is considered a large quantity will be at our sole discretion).
  6. The item is not any of the following:
    1. A wig, cosmetic, makeup, undergarment or hosiery where it’s has been taken out of the packaging. For health reasons these items cannot be resold when returned once opened even if the packaging was damaged prior to purchase.
    2. A perishables such as food or candy. For health reasons these items cannot be resold when returned.
    3. A custom made or personalised item.
    4. Helium product such as a helium tank or helium balloons. No refund will apply to unused gas in helium tanks. If a tank is returned and contains some (or all) helium inside, the remaining gas inside will be forfeited as the tank cannot be resold.
    5. Balloons & Decorating Services - If balloon decorations are damaged or destroyed while they are in our care, we will gladly replace them at our cost (e.g. if a latex helium balloon pop's while we are onsite decorating a venue, we will gladly replace it at no cost to you). However we will not be held responsible for any costs or damages caused either directly or indirectly as a result of balloon decorations that become damaged or destroyed during or after they are in your care (or your venue's care).
    6. Shipping or Delivery charges. Shipping is provided by a third party courier or post service as an added service for your convenience and as such, this is non-refundable
  7. The item was not discounted in any way. Our 5% Facebook offer does not apply.
  8. The item was not purchased as part of an order that had a discount applied to the order.
  9. We reserve the right to apply a 20% re-stocking fee plus freight costs will not be refunded. Please see restocking fee explanation below.
  10. If a parcel is rejected by you (the customer) and returned to us (Party Supplies Online) the Australia Post Return Postage charge of $12 will be charged to your account on top of the 20% restocking fee.
  11. We reserve the right to determine if you are entitled to a refund, exchange or credit note for "Change of Mind" returns.
  12. Please contact us if you would like to return your order. Please keep in mind that it is not a requirement of a retailer to accept a return for change of mind, it is a gesture of goodwill.
  13. Our refunds are processed on Friday mornings each week.
    Where a refund is provided this will be refunded to the same method as payment was made and this can take between 1-4 working days. i.e. If you pay by PayPal the refund will be provided to the PayPal account used to make the purchase.

Returns Procedure - Change Of Mind or Order Placed in Error

To organise a return or refund please contact the store by phone or email with the following:

  1. Order number or receipt number
  2. Date of order
  3. Description of issue

We will generally be in touch within 24 hours (1 business day) to provide further assistance.

  • Once we get back in touch with you we will ask you to send the products or order back to us at your cost.
  • You may send back via your local post office or any other transport company you may find more suitable (however the condition of the products is your responsibility until they arrive back to us and if they are damaged in transit a return will not be provided).
  • Our refunds are processed on Friday mornings each week.
    Where a refund is provided this will be refunded to the same method as payment was made and this can take between 1-4 working days. i.e. If you pay by PayPal the refund will be provided to the PayPal account used to make the purchase.

Damaged or Faulty Products

All products that are sold by Party Supplies Online are checked as part of our process in completing your order. On rare occasions items do become "damaged" as part of transporting the goods to you. A refund or replacement for a faulty product is conditional on the following;

  1. You must notify Party Supplies Online of a Faulty or Damaged product within 30 days of purchase.
  2. Where a product is damaged, the item must not appear to have been used for it to be deemed as a "damaged product". For the avoidance of doubt, it is recommended that you notify us prior to the "Date Required by" date and leave the product in its original packaging unopened.
  3. You must keep evidence of the faulty product and the carton in which it was shipped until we advise on your requested refund or exchange. We will require a photo or video of the product and package for insurance purposes to prove the issue. If the photo or video is insufficient we may request additional photo's or video's. If you dispose of the item before we approve (or reject) the claim, we reserve the right to reject your claim.
  4. We will not provide a refund or replace a product that has been misused, mishandled or incorrectly installed or serviced. It is the responsibility of the customer to ensure that all instructions and advice or warnings given by the manufacturer, supplier, or us are followed.
  5. The limit of the compensation for a faulty product will be the replacement or refund of that faulty product once it has been returned to us.
  6. We reserve the right to inspect and test a product to determine if it is in our opinion faulty or damaged. It is at our discretion that we determine if an item is damaged or faulty.
  7. The delivery time for a replacement product starts from when we confirm that we will replace your product and will then follow normal shipping times, the same as if the product was being dispatched as a normal order. See shipping times for details however they may vary if we need to source the product for you in which case we will notify you of delays.
  8. In the rare event that a product is Faulty or Damaged, please send a video of the Faulty product or image of the Damaged product to us within 7 days of originally notifying us of the issue. We may request that the product be sent back to us. If we require the product to be sent back to us and we find that the product is faulty we will provide a full refund (or we can send a replacement if you prefer) of the product and the shipping incurred for sending the product back to us with regular post. If the product is found to be in good working order, a refund will not be provided and you would be required to pay the shipping to have the product sent back to you.
  9. It is your responsibility to ensure that defective goods are suitably packaged for return shipping and include all original packaging, cables, manuals, accessories and other items that came with it. If we deem at our discretion that all the required packaging, cables, manuals, accessories and other items are not with your returned item, we may reject the return claim.

Returns Procedure - Faulty or Damaged Products

To organise a return or refund please contact the store by phone or email with the following:

  1. Order number or receipt number
  2. Date of order
  3. A photo of the item/s with the issue if it’s damaged or faulty.
  4. Description of issue

We will generally be in touch within 24 hours (1 business day) to provide further assistance and the outcome of our investigation.

  • If your return is approved, we will ask you if you would like a refund, credit, or replacement (at your discretion) generally by the next business day. If a refund or credit is requested, it will be processed within 7 days and if a replacement is requested and we have the replacement in stock, it will be dispatched within 1 business day or when it comes back in stock.
  • If your return is subject to further inspection, we may ask the product is returned to us. In this scenario we will email you an Australia Post pre-paid postage return label for you to print and attach to the parcel with item/s that have an issue so you can post them back to us via any Australia Post box or Post office. When we receive the items we will inspect them and if confirmed that the items were damaged or faulty we approve your return as per the previous paragraph.

Where a refund is provided this will be refunded to the same method as payment was made and this will take approximately 7 days. i.e. If you pay by PayPal the refund will be provided to the PayPal used to make the purchase.

Problems With Order

Order issues are rare but can happen usually as a result of the shipping provider having an issue.

LOST DELIVERY

If the courier loses your delivery, we will provide a refund immediately or send you a new order whichever you request.

LATE DELIVERY

If your order is delivered late, please reject the parcel and contact us letting us know that you have rejected the parcel & it will come back to us or if you selected for the parcel to be left at your delivery address unattended, please contact us and we will email you an Australia Post pre-paid postage return label for you to print and attach to the parcel which you will need to lodge with your local post office box or post office. When the parcel gets back to us we will organise a refund for you within 7 days.

Last Minute Orders

We do not give refunds for last minute emergency orders if they do not arrive in time - please be prepared to accept this. We do our best to ship same day but once it leaves our store it is at the mercy of Australia Post. Lastly, we're nice people and are here to give you a fair and honourable transaction. If there are any problems after the transaction, contact us in a friendly manner and we will cheerfully work with you to resolve any issues amicably.

Unclaimed Parcels

If a parcel is unclaimed and returned to us, the customer will have the option to either resend the parcel (the shipping fee will be recharged) or receive a refund. In the event that a refund is chosen, a re-stocking fee of 20% of the final order total will be charged to the customer. Please see restocking fee explanation below. Please insure your address details are accurate prior to completing your order.

Rejected by Sender

If a parcel is rejected by you (the customer) and returned to us (Party Supplies Online) the Australia Post Return Postage charge of $12 will be charged to your account on top of the 20% restocking fee.

Restocking Fees

Party Supplies Online charge restocking fees for the return of some non-defective items and unclaimed parcels, because if they do not, they cannot offer competitive prices.

Missing items from Order

We do not ship part orders unless we contact you first to let you know this is the case. In the unlikely case that you discover missing items from your order in your box, please contact us within 10 days of your box's arrival date with photo or video evidence of the item(s) in your box. You may qualify for a reshipment of your missing items.

Other

If you have any other problems with your order please contact us before your event date.

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