Returns, Exchanges and Refund Policy B2B

All purchases from Up Up and Away placed through a trade account are treated on a business to business basis and as such we will not accept returns of unused / unwanted items.

We will not consider returns for any of the following:

• Seasonal Products
• Helium cylinders
• Personalised goods
• Custom Printed Latex

In the case an order is cancelled before being fulfilled a fee of £5.00 will be charged on any personalised goods.

Return of undelivered orders

If an order is returned to us by the courier as ‘undelivered’ we will issue a credit note for the value of the goods only and less any costs that we have incurred for the return of the order to us.

Faulty Goods

If you believe a product to be defective please email us straight away (sales@heliumproducts.co.uk) stating your order reference, full details of the faulty product/(s) and include photographic evidence of the fault. Please keep all faulty products and the packaging until we confirm you can dispose of them.

We will respond promptly to your email with instructions. If we request that you return the goods to us please include a copy of the original delivery note or a note stating the order reference.

Faulty goods will only be credited if they have been purchased from Up Up and away within the previous 6 months.

Balloon Course cancellation procedure

If you need to cancel we require you to notify us by email as soon as possible, so we have the chance to offer your cancelled course to another customer. If we are unable to sell on your cancelled balloon course, the following will apply;

Up to 30 days notice a full refund will apply. A 50 % refund will be made for cancellations received no less than 30 days before the course date, no refund
thereafter.

All Returns must be notified within 14 days. Goods must be received within 14 day of notification. Returns are at customer’s cost and must be unopened and in resaleable condition.

All returns should be sent to:

FAO: Returns
Up Up and Away, Unit 18 Newlands End
Basildon, Essex SS15 6DU