Refund policy
RETURNS & REFUND
ACCEPTANCE OF THE GOODS
Please check your order when it arrives and let us know as soon as you can if anything is missing, damaged or not what you ordered. Getting in touch early helps us sort it out quickly, particularly if we need to replace something before your event.
REFUNDS & RETURNS
If you receive merchandise that you are unhappy with for any reason, simply return it to us within the time frame listed below, unused and in its original condition, and we will happily refund you the cost of the products. Unfortunately, at the moment we cannot process exchanges, so if you would like to swap your item for another product, please send back the item you don't want and buy the item you would like on the website.
Refunds (full price items^) must be made within 21 days from date of purchase.
^Sale items can only be refunded in cases where the product is faulty or the incorrect item is received.
FAULTY OR INCORRECT ITEMS
If something arrives faulty or isn't what you ordered, we'll replace it or refund it, whichever you'd prefer, and we'll cover the cost of sending it back. Send us a photo along with your order number and we'll sort it out. This doesn't affect any rights you have under consumer law.
RETURNS PROCESS
If you are not satisfied with your online purchase you may return items within 21 days of the date of your order. Please follow the simple steps below:
Email the details of the return to sales@partygoat.com. We'll then send you the return address and instructions.
Pack all items with your invoice in a secure carton, or reuse the original packaging. Please make sure boxed items are enclosed in an outer box or mailer, as we can't accept them if they arrive damaged. Take it to any post office or shipping outlet and send it to the return address we provide.
For peace of mind we strongly recommend tracked and insured shipping, as we're not liable for lost return parcels.
Please allow up to 7 business days for us to receive your merchandise. Once received in our warehouse, we will inspect and process the goods within 48 hours to ensure you receive your refund as quickly as possible. To keep you informed, we will email you confirmation of your refund and how it is being processed to your original form of payment. We refund the price of the products. Return postage is at your own cost, and express shipping is not refunded where your order was delivered within the quoted timeframe. Where the fault is ours we cover everything, including return postage and any shipping you paid. In most cases, refunds should hit your account within 1-5 business days.
EXCHANGES
We're currently unable to process exchanges through our online store. To avoid disappointment, we recommend placing a new order for the item you would like to purchase, and returning your existing merchandise to our online warehouse using the process above.
RETURN TERMS & CONDITIONS
All items returned for refund must be returned unused and in their original condition (unless faulty). Any packaged goods must be returned with the packaging in its original condition or may not be accepted (unless faulty). Note: Online purchases cannot be dropped off at our office or warehouse. Returns must be sent to the Returns Address we provide, or lodged using any alternative return method we give you in writing. If you have any questions, please contact the customer service team for assistance.
ORDER CANCELLATIONS
If you let us know before your order has been dispatched, we can cancel it and refund you in full. Once an order has shipped we can't stop it in transit, so it would need to come back to us using the returns process above.