Dispute Resolution


At pinkbballoons.com, customer satisfaction is very important to us. While we aim to ensure every order is delivered correctly, we understand that issues may occasionally arise. This page explains how disputes are handled in a fair and transparent manner.

1. Contact Us First

If you experience any issue with your order, such as missing items, damaged products, or items not matching the description, please contact us directly:

Email: support@pinkbballoons.com
Phone: +44 203 885 4921

We recommend contacting us before opening a dispute with your payment provider, as most concerns can be resolved quickly through our support team.

2. Resolution Process

Step 1: Acknowledgment
We will acknowledge your dispute request within 2 business days of receiving it.

Step 2: Investigation
We will review your order details, shipping information, and any supporting evidence provided, such as photos or descriptions of the issue.

Step 3: Resolution
Depending on the situation, we may offer one of the following solutions:

  • Replacement of the item

  • Partial or full refund

  • Store credit for a future purchase

3. Fairness and Transparency

All disputes are handled in accordance with our Refund & Returns Policy and Shipping Policy.

If a product is confirmed to be defective or damaged upon delivery, we will cover the cost of replacement or return where applicable.

If the item shows signs of misuse, damage after delivery, or is reported outside the eligible return period, a refund or replacement may not be available.

4. Escalation

If a resolution cannot be reached directly, customers may escalate the matter through their payment provider, such as their credit card issuer or PayPal. We will cooperate fully with any official investigation.

Customers in the United Kingdom and European Union may also use the European Commission Online Dispute Resolution (ODR) platform for independent mediation.

5. Governing Law

All disputes are governed by the laws of the United Kingdom. By placing an order on our website, you agree to these dispute resolution terms.

We’re Here to Help

Our goal is to resolve any issue promptly and fairly so you can shop with confidence. If you have any concerns regarding your order, please contact our support team.