Refund policy
For Helium Balloons:
Orders must be cancelled at least 48 hours before the scheduled pick-up or delivery time to qualify for a refund. Customer-requested cancellations made less than 48 hours before the scheduled time are non-refundable.
Popped Balloons & Replacements
Balloons are delicate and can occasionally pop. Please inspect your balloons when you receive them. If a balloon has popped, email hello@cutieballoons.com with your order number and a clear photo within 1 hour of delivery or pick-up.
For eligible claims reported within this window, we will provide a replacement through your original fulfilment method: delivery for delivered orders or in-store pick-up for collected orders. Replacement timing will be arranged with our team.
Balloon Care
Please keep balloons indoors and away from sharp objects, rough surfaces and textured or popcorn ceilings. Damage or popping caused by outdoor exposure, handling after receipt, or contact with these surfaces is not covered by our replacement policy.
Our replacement policy requires photo documentation by email within 1 hour of receiving your order.
For Retail Products
We accept returns within 30 calendar days of delivery. To be eligible for a return, items must be unused, unopened and in their original packaging, with tags attached where applicable. You’ll also need your receipt or proof of purchase.
How to Start a Return
Please email hello@cutieballoons.com within 30 calendar days of receiving your order. Include your order number and the items you’d like to return, and we’ll help with the next steps.
Returns can be mailed to:
CUTIE BALLOONS RETURNS
789 Queen St West
Toronto, ON M6J 1G1
Canada
If you’re local, you’re also welcome to return eligible items in-store at no additional charge. Please bring your receipt or order confirmation.
Return Shipping & Costs
- Return shipping costs are the responsibility of the customer.
- Original shipping and handling charges are non-refundable.
We recommend using a tracked shipping service and keeping your proof of postage until your return has been processed.
Damaged, Defective or Incorrect Items
Please inspect your order when it arrives. If an item is damaged or defective, or you receive the wrong item, contact hello@cutieballoons.com as soon as possible with your order number and photos of the item and packaging so we can review the issue and help make it right.
For issues with helium balloons, please refer to the separate policy above.
Exceptions / Non-Returnable Items
We cannot accept change-of-mind returns on:
- Opened or used products
- Sale items
- Gift cards
- Food or candy
Helium balloons are subject to the cancellation and replacement policy above.
If a product arrives damaged, defective or incorrect, please contact us even if it falls into one of these categories. If you’re unsure whether your item is eligible for a return, we’re happy to help.
Exchanges
The fastest way to get the item you’d like is to return your eligible item and, once the return has been accepted, place a separate order for the replacement.
Refunds
We’ll notify you once we’ve received and inspected your return and let you know whether your refund has been approved.
Approved refunds will be issued to your original payment method within 10 business days. Please allow additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your return was approved and you haven’t received your refund, please contact hello@cutieballoons.com.
Questions?
For any questions about returns, please email hello@cutieballoons.com. We’re always happy to help!