Refund policy

Last updated: 15/07/2026

Trade sales only

Tuftex Balloons UK Limited sells exclusively to businesses buying for resale. We do not sell to consumers.

The Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply to consumer purchases and do not apply to any order placed with us. There is no statutory cooling-off period on a trade order, and no right to return goods because you have changed your mind, over-ordered, mis-ordered, or because your own customer has cancelled.

Our obligations to you are those implied by the Sale of Goods Act 1979 as between businesses, as limited by these terms and by our Terms of Service.

What we will put right

We will accept a claim in the following circumstances only, and only where you notify us within the stated period.

Shortages and visible damage. Within 3 working days of delivery. Check every consignment against the delivery note before signing. Where a pallet or parcel is visibly damaged, sign for it as damaged and photograph it before opening. We cannot pursue a carrier claim on your behalf without this.

Non-delivery. Within 10 working days of the date on our dispatch confirmation.

Incorrect goods supplied. Within 5 working days of delivery, in original unopened packaging.

Goods not of satisfactory quality or not as described. Within 30 days of delivery. We will require the batch code, photographs, a sample retained for our inspection, and the unused balance of the affected case. Claims are assessed by us and, where necessary, referred to the manufacturer.

Send all claims to hello@tuftexballoons.co.uk quoting your invoice number. Do not return anything to us without a returns authorisation number. Unauthorised returns will be refused or returned to you at your cost.

Storage and product condition

Latex is a natural product with a finite life. It degrades on exposure to heat, humidity, ozone and ultraviolet light, and it will oxidise. To keep a quality claim open you must store product in its original packaging, below 25°C, away from direct sunlight and heat sources, and use stock in rotation.

The following are characteristics of latex balloons and not defects: slight colour variation between production batches; a matt bloom or oxidation on chrome, metallic and pearl finishes; minor variation in inflated size; and talc residue inside the bag.

We will decline claims on product that has been stored outside these conditions or is more than 12 months from the date we supplied it.

Change of mind and over-ordering

We do not offer returns for change of mind, over-ordering or surplus stock.

Where we agree to take stock back as a commercial courtesy, and we are under no obligation to do so, the following apply: the request must be made within 14 days of delivery; only unopened, undamaged, saleable full cases in original outer packaging will be considered; a restocking charge of 25% of the invoice value applies; return carriage is arranged and paid for by you and risk stays with you until we receive the goods; and we will issue a credit note against your account rather than a refund to your original payment method.

Goods we do not take back

Clearance, discontinued and end-of-line stock. Special orders and items brought in to your specific request. Opened bags and part cases. Goods that have been relabelled, repackaged or altered. Goods sold as seconds or on a no-return basis at the point of order.

Our remedy and the limit of our liability

Where a claim is accepted, we will at our option replace the goods, issue a credit note, or refund the price paid for the affected goods. That is your sole and exclusive remedy.

Our total liability in respect of any claim is limited to the price you paid for the goods in question. We are not liable for loss of profit, loss of contract, loss of anticipated savings, labour or installation costs, the cost of sourcing replacement product elsewhere, damage to your reputation, or any indirect or consequential loss.

Nothing in this policy limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of the obligations implied by section 12 of the Sale of Goods Act 1979, or for any other liability that cannot lawfully be limited.

Cancelling an order before dispatch

You may cancel an order at no charge at any time before we issue a dispatch confirmation. Once dispatch confirmation is issued the order is firm.