Refund Policy
Effective date: 02 July 2026
This Refund Policy explains how refunds, returns and cancellations are handled by The Decor Signature.
This policy should be read alongside our Terms & Conditions, Shipping Policy and Privacy Policy.
1. Who we are
The Decor Signature provides balloon décor, event styling, bespoke decorations, event setup services and related products.
Business contact details:
The Decor Signature
164 Honey Pot Lane
Stanmore
HA7 1EE
Email: Info@thedecorsignature.com
Telephone: 07392 811082
2. Standard online products
For standard, non-personalised products purchased online, you may have the right to cancel your order within 14 days of receiving your item.
Once you tell us that you wish to cancel, you usually have a further 14 days to return the item to us. Refunds are usually processed within 14 days of us receiving the returned item or receiving valid proof that the item has been returned.
To request a return, contact us at:
Please include your name, order number, contact details and reason for return.
3. Return condition
Returned items must be:
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Unused
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In their original condition
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In their original packaging where possible
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Returned with all included parts, accessories and documentation
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Returned within the required timeframe
We may reduce or refuse a refund if the item has been used, damaged, altered, handled beyond what is necessary to inspect it, or returned incomplete.
4. Bespoke, personalised and made-to-order items
Many of our products and services are bespoke, personalised, handmade or prepared specifically for your event.
Refunds and cancellations may not be available for:
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Personalised balloon décor
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Bespoke balloon garlands
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Balloon arches and installations
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Custom colour schemes
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Bespoke backdrops
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Made-to-order decorations
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Event-specific styling items
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Hire items reserved for your date
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Products prepared specifically for your booking
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Services already started or completed
This is because these items are created, ordered, prepared or reserved specifically for you and may not be suitable for resale.
5. Event booking deposits
Deposits are used to secure your event date, planning time, stock allocation, preparation work and materials.
Unless we agree otherwise in writing, deposits are non-refundable once your booking has been confirmed.
This is because we may have already started planning your setup, ordered materials, reserved stock, allocated staff time or turned away other bookings for the same date.
6. Event booking cancellations
If you need to cancel an event booking, please contact us as soon as possible.
Refunds for event bookings will depend on:
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How much notice is given
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Whether materials have already been ordered
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Whether design work or preparation has already started
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Whether hire items have been reserved
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Whether staff, delivery or setup time has been allocated
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Whether the event date can reasonably be rebooked
If full payment has already been made, any refund will be considered on a case-by-case basis and may be reduced to cover work already completed, materials purchased, admin time, preparation costs and loss of booking availability.
7. Changes to bookings
We will try to accommodate reasonable booking changes where possible.
Changes may result in additional charges if they require extra materials, extra labour, delivery changes, additional setup time or a different design.
Major changes close to the event date may not be possible.
8. Faulty, damaged or incorrect items
If you receive an item that is faulty, damaged or incorrect, please contact us as soon as possible at:
Please include:
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Your name
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Order number or booking details
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A clear description of the issue
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Clear photos of the item
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Photos of the packaging, where relevant
We will review the issue and, where appropriate, offer a suitable solution such as a replacement, repair, partial refund or full refund.
9. Damage after delivery, collection or setup
We are not responsible for damage caused after an order has been delivered, collected or installed where the damage is caused by:
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Customer handling
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Moving the décor after setup
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Venue staff or guests
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Children or pets
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Sharp objects
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Heat, cold or direct sunlight
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Wind, rain or outdoor conditions
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Incorrect storage
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Transport after collection
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Failure to follow care instructions
Balloon products are delicate and their condition can be affected by temperature, weather, handling and the surrounding environment.
10. Outdoor setups
Outdoor balloon décor and event styling are affected by weather conditions, including wind, rain, heat, cold and direct sunlight.
We cannot guarantee the lifespan or condition of balloons and décor once they are placed outdoors.
Refunds will not usually be given for outdoor setups affected by weather or environmental conditions outside our control.
11. Collection orders
If you collect an order from us, responsibility for the item passes to you once collection has taken place.
We are not responsible for damage caused during transport, storage, handling or setup after collection.
Please make sure your vehicle is suitable for transporting balloon products safely.
12. Delivery and setup orders
For delivery and setup bookings, please check the décor as soon as setup is complete.
If there is an issue, you should raise it with us immediately where possible, so we can review it before leaving the venue.
Once setup has been approved or we have left the venue, we are not responsible for damage, movement or interference caused by guests, venue staff, weather or other third parties.
13. Hire items
Hire items remain the property of The Decor Signature unless agreed otherwise in writing.
Refunds are not usually available for hire items that have been reserved for your date and are later cancelled, especially where other bookings have been refused as a result.
Lost, damaged, broken or unreturned hire items may be charged at repair or replacement cost.
14. Return postage
Unless an item is faulty, damaged or incorrectly supplied, you may be responsible for the cost of returning the item to us.
We recommend using a tracked delivery service, as we are not responsible for returned items that are lost or damaged in transit.
15. Refund method
Approved refunds will usually be made to the original payment method.
Refund processing times may vary depending on your bank, card provider or payment processor.
16. Non-refundable charges
The following charges may be non-refundable where they have already been incurred:
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Deposits
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Bespoke design work
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Personalisation costs
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Materials ordered specifically for your booking
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Delivery charges already completed
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Setup charges already completed
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Admin or preparation costs
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Hire item reservation charges
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Payment processing charges, where applicable
17. Sale or discounted items
Sale or discounted standard products have the same refund rights as full-price products where they are faulty, damaged or incorrectly supplied.
For change-of-mind returns, sale or discounted items must still meet the return conditions set out in this policy.
18. How to request a refund or return
To request a refund or return, contact:
Please include:
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Your full name
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Order number or booking reference
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Telephone number
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Email address
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Reason for the request
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Photos, where relevant
We will review your request and respond within a reasonable timeframe.
19. Your legal rights
Nothing in this policy affects your statutory rights.
You may have legal rights if goods are faulty, not as described, not fit for purpose or services are not carried out with reasonable care and skill.
20. Contact us
For questions about this Refund Policy, contact:
The Decor Signature
164 Honey Pot Lane
Stanmore
HA7 1EE
Email: Info@thedecorsignature.com
Telephone: 07392 811082