Returns and Refunds Policy

Last updated: 17 September 2026

We want you to be happy with your order. This policy explains how to cancel an order, return an item or report a problem.

Nothing in this policy affects your statutory rights.

Change-of-mind returns

You have the legal right to cancel most online orders within 14 days of receiving them, without giving a reason. After telling us that you wish to cancel, you have a further 14 days to return the goods.

In addition to your statutory rights, Pickit Parties offers a voluntary 30-day return period. This means you can request a change-of-mind return within 30 days of receiving your order.

For returns requested after the statutory 14-day cancellation period but within our voluntary 30-day return period, items must be unused, in a resaleable condition and returned in their original packaging where reasonably possible.

To request a return, email hello@pickitparties.co.uk with your order number and details of the item you wish to return.

Please contact us before sending anything back so that we can provide the correct return instructions. This helps us process your return and does not affect your statutory rights.

Returns should be sent to:

Pickit Parties
Marlins
Back Lane
Chalfont St Giles
Buckinghamshire
HP8 4PF
United Kingdom

Return postage

For change-of-mind returns, you are responsible for the cost of returning the goods. We recommend using a tracked postal service, as the goods remain your responsibility until they reach us.

If an item is faulty, damaged, incorrectly described or you received the wrong item, Pickit Parties will cover the reasonable cost of returning it. Please contact us before arranging the return.

Condition of returned goods

You may inspect goods in the same way that you would in a shop.

We may make a reasonable deduction from your refund if the value of an item has been reduced because it has been handled more than was necessary to establish its nature, characteristics and condition.

Original packaging is helpful but is not required where this would restrict your statutory rights.

Balloons and single-use party products

Our balloons are sold individually or in packs and are supplied uninflated.

Unused and uninflated balloons may be returned in accordance with this policy. Selling a balloon individually does not exclude it from your statutory cancellation rights.

Inflating a balloon goes beyond what is reasonably necessary to inspect it and will normally reduce its resale value to zero. We may therefore reduce the refund, potentially by the full value of the balloon, if it has been inflated or used.

The same principle applies to other single-use party products that have been used beyond what is reasonably necessary to inspect them.

This does not affect your rights where an item is faulty, damaged, incorrectly described or supplied incorrectly.

Faulty, damaged or incorrect items

Please check your order after delivery and contact us as soon as reasonably possible if an item is faulty, damaged, incorrectly described or different from what you ordered.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.

If a product is faulty, you may have the right to reject it and receive a full refund within 30 days of delivery. After 30 days, you may be entitled to a repair or replacement and, in some circumstances, a refund or price reduction.

We may ask you to provide photographs or other information to help us understand the problem. This does not affect your statutory rights.

Items that cannot normally be returned

The statutory right to cancel may not apply to:

• Products made or genuinely personalised specifically for you, such as products printed with a name or personal message.

• Goods that deteriorate or expire rapidly, including certain food products.

• Sealed goods that are not suitable for return for genuine health or hygiene reasons once the seal has been broken.

Combining standard stocked products, such as placing a customer’s chosen party-bag fillers into a party bag, does not automatically make those products personalised or non-returnable.

These exclusions do not apply where an item is faulty, damaged, incorrectly described or supplied incorrectly.

Sale items have the same statutory rights as full-price items.

Exchanges

We do not currently process direct exchanges. If you would like a different item, please return the original item and place a new order.

Refunds

Once we receive your return, we will check it and confirm your refund by email.

Where you cancel and return the complete order under your statutory cancellation rights, we will refund the price paid and the cost of our least expensive standard delivery option.

If you paid for express or premium delivery, we are only required to refund the cost of standard delivery unless the goods were faulty, damaged, incorrectly described or supplied incorrectly.

Refunds will be made using the original payment method. We will not charge a refund fee.

We may withhold the refund until we receive the returned goods or you provide evidence that they have been sent back, whichever happens first.

We will issue the refund without undue delay and no later than 14 days after receiving the goods back or receiving evidence that they have been returned.

Your bank or payment provider may take additional time to display the refund in your account.

Cancelling before dispatch

If you wish to cancel an order before it has been dispatched, contact us as soon as possible at hello@pickitparties.co.uk.

If the order has already been dispatched, you can return it using the process explained above.

Cancellation notice

You can cancel an eligible order by emailing hello@pickitparties.co.uk with the following information. You do not have to use this exact wording:

To Pickit Parties,

I am giving notice that I wish to cancel my order for the following goods:

Order number:
Goods ordered:
Date ordered:
Date received:
Customer name:
Customer address:
Date:

Contact us

Email: hello@pickitparties.co.uk

Pickit Parties is operated by Sophie Noble, a sole trader trading as Pickit Parties.