Return Policy

At Partyrama Group, customer satisfaction is of the highest importance to us. We understand that sometimes you may have over-ordered, changed your mind, or an item might not be exactly as you imagined, and for that reason we happily accept returns. Of course, in the unlikely event there is something wrong with an item, we will promptly rectify the issue with as little inconvenience to you as possible.

CHANGE OF MIND RETURNS

You may return all or selected items from an order for a store credit or refund under the following conditions:

  • Items must be returned within 30 days of delivery of your order.
  • All items must be in brand new, unused, unopened, and in re-saleable condition with their original packaging intact.
  • Specific items that are excluded from our returns policy. See “What products cannot be returned?” below.
  • We are unable to accept returns of costumes or other items that are soiled with makeup, fake tan, pet hair, or tainted with body odour, perfume, or other fragrances. Before trying on a costume please remove your make up etc.
  • We ask that you do not attempt to try on costumes that are an obvious ill-fit, as we are unable to accept returns for costumes that have been stretched or torn during the try-on process.
  • We are unable to accept returns of items that have been altered in any way or show signs of wear.
  • You are responsible for all return shipping fees and for ensuring the items are packaged safely to arrive back to us undamaged. Items must be returned using a trackable method.
  • Your original shipping fees will not be refunded and refunds incur a 5% restocking fee which will be deducted from your refund amount. The restocking fee does not apply for store credits.
  • Please note all items returned are inspected carefully and we reserve the right to refuse a return if we deem the item, packaging, or accessories to be in an unsatisfactory condition.

    WHAT PRODUCTS CANNOT BE RETURNED?

    We are unable to accept returns for the following items:

  • Bulk/special orders
  • Mystery boxes (the entire contents or individual items)
  • Perishable goods
  • Pet costumes/accessories
  • Underwear, hosiery and contact lenses
  • For health and safety reasons, we will only accept returns of the following products in packaging that has clearly remained sealed (ie in a blister pack): socks, teeth, fangs, eyelashes, wigs, wig caps, moustaches, beards, makeup, earrings, prosthetics
  • If your return includes any of these items, they will not be refunded and we will discard them accordingly.

    WHAT IF MY ITEM IS FAULTY OR DAMAGED?

    You must notify us immediately if you have received a product that is defective, incorrect, or significantly did not match the description.

    Faulty items are unusable and not fit for purpose. Claims for minor defects (ie a colour variance, minor cosmetic damage, a missing accessory etc) that do not render the item unusable may not be accepted for full refund/replacement. Please see our "Faulty Costumes” policy below. In these circumstances, and at our discretion, we may issue a partial refund.

    You may be required to send us a photo or video of the item. If the item is disposed of before contacting us, we will not be able to provide a refund or replacement.

    For faulty balloons please fully inspect them before inflation for any defects and report any issues immediately.

    If we require the item/s to be returned we will provide you a return label at no cost to you.

    If you use, repair, or alter the item in any way, even if it is faulty, you accept that the product is in usable condition and is “fit for purpose” therefore, we will not accept the return.

    FAULTY COSTUMES

    If you notice a significant defect with your costume, please contact us immediately.

    Faulty costumes are unusable and not fit for purpose. Claims for minor defects, like those listed below, that do not render the item unusable will not be accepted for refund/replacement.

  • Missed stitches
  • Loose threads
  • Minor fraying or runs in fabric
  • Misaligned zipper
  • Small marks that can be spot cleaned
  • Embellishments or buttons that can be reattached or are not required for functionality
  • Slight colour differences
  • If you have received a costume not to your liking for any reason, including the above, it may be returned under our change of mind policy.

    EXCHANGES

    If you wish to exchange an item or require a different size costume, please place a new order on our website to ensure you receive the product in time for your event. You can then follow our change of mind policy and return the original order for a refund.

    RETURN TO SENDER PACKAGES

    If you do not take delivery of your order or you have entered your address incorrectly and your order is returned to us, you will be entitled to a store credit (excluding original delivery charges and/or any return charges we have incurred) and the 5% restocking fee will apply.

    LATE PACKAGES

    Delivery timeframes are estimates and are not guaranteed. Actual delivery times may be affected by circumstances beyond our control. Should your order arrive after its intended use you may return it back to us under our change of mind policy.

    HOW DO I RETURN MY ITEMS?

    Contact our Customer Service team via our Contact Us form, chat, or phone and provide your order number and details if you have any queries regarding your return.

    When returning items, please include a printout of the pdf invoice that was attached to your order confirmation e-mail, or include a note with your order number, name and address.

    Please ensure the items are packaged safely to arrive back to us undamaged.

    Please allow up to 14 business days for your refund to be processed to your account. All refunds will be provided via the original method of payment.

    Send your return by a trackable postage method to:

    Partyrama Group Pty Ltd
    PO Box 233
    Lonsdale DC
    SA 5160

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