Refund policy

Returns & Refunds Policy

Last updated: 19th of September 2026

General Policy

• Confirmed orders are non-refundable and non-returnable, except where a refund to the original payment method is specifically provided under these Terms & Conditions or applicable law.

• Due to the nature of our products, including customised, personalised and perishable items, all sales are considered final once payment is confirmed.

Product Issues & Replacement

• We provide a one-to-one replacement, where reasonably possible, if there is a verified product issue upon delivery or Penang Store Self-Pickup.

• All issues must be reported:

– Immediately upon receiving the order
– With clear photo evidence for verification

• Claims made after acceptance of the order or where reporting has been unreasonably delayed may not be accepted.

• Any replacement is subject to product availability and verification of the reported issue.

Responsibility Upon Delivery

• Once the order has been received or accepted, responsibility for proper handling, storage and transportation is transferred to the recipient.

• We are not responsible for damage, defects, deflation, bursting, deformation or changes in product condition caused after delivery or collection, including improper handling, storage or transportation.

No Refund Policy

No refund to the original payment method will be provided for customer-related circumstances, including:

• Incorrect or incomplete delivery address provided by the customer
• Recipient is uncontactable during delivery
• No one is available to receive the order
• Failed delivery due to customer-related issues
• Change of mind after order confirmation
• Improper handling, storage or transportation by the customer or recipient

Refund to Original Payment Method

A refund to the original payment method will only be provided where Heyfloat fails to deliver the order due to an issue attributable to Heyfloat, or where a refund is otherwise required under applicable law.

This may include situations where:

• The order was not delivered at all due to an error attributable to Heyfloat

• The wrong order was delivered due to an error attributable to Heyfloat and the issue cannot reasonably be rectified

• The order is materially damaged or materially different from what was ordered due to an issue attributable to Heyfloat and the issue cannot reasonably be rectified

Where a product issue can reasonably be rectified through replacement, Heyfloat may provide a replacement instead, subject to applicable law.

Order Cancellation

• Cancellation requests must be made before 10:00 AM, one (1) day prior to the delivery date.

• Approved cancellations are eligible for store credit only and are not eligible for a refund to the original payment method, except where otherwise required under applicable law.

• Store credit never expires and can be used on anything on our website or at our retail location.

• Same-day orders are non-cancellable and non-refundable.

Important Notes

• As balloons and event products are sensitive to environmental conditions, performance and lifespan may vary. Normal changes caused by environmental conditions do not automatically constitute a product defect.

• We reserve the right to request reasonable evidence, including photographs or videos, to verify a product issue or claim.

• Nothing in this policy excludes or limits any rights or remedies that cannot legally be excluded or limited under applicable law.

Setup & Travel Fee

Applicability

Setup & Travel Fee only applies to products that require on-site decoration and setup.

• This fee will be clearly shown on the product page if applicable.

• If no Setup & Travel Fee is displayed, it means the product does not include on-site setup.

• Additional charges may apply if customers request extra services beyond the standard product offering.

Pricing

• Setup & Travel Fee will be stated directly on the product page.

• Final pricing depends on the selected product and setup requirements.

• Any additional requests will be quoted separately.

Change of Date

For decoration orders, any request to change the delivery/setup date must be informed at least 1 day in advance before 10:00 AM.

Requests made after this time may not be accepted.

Custom & Prepared Items

If the setup has already been prepared, including customised items such as balloons, foam boards, KT boards, wedding welcome boards, wedding signage, standees, sashes, banners, printed materials, and other personalised items:

• Changes of date are NOT allowed.

• Orders are strictly non-refundable.

• Any costs already incurred for customised or prepared items remain payable by the customer.

Rescheduling (If Approved)

If a date change is approved:

• A new Setup & Travel Fee will be charged.

• Any items that need to be re-prepared, including balloons or printed materials, will be charged again.

• Charges will be based on the original order value on a 1:1 replacement basis.

On-Site Issues / Venue Access & Customer Responsibility

Customers are responsible for ensuring that the venue, hotel, building management, event organiser and other relevant parties have properly arranged and approved the setup before our team arrives.

The customer must ensure that the agreed setup area is accessible and ready for our team at the agreed setup time.

If our team arrives at the location and is unable to start or complete the setup on time due to customer-related or venue-related issues, including:

• No access being granted to the venue or setup area

• Customer failing to obtain the required permission or approval from the venue, hotel or building management

• Venue management refusing or restricting the agreed setup method

• Venue or event organiser not properly coordinating access, loading, parking, lift access or setup arrangements

• Setup area not being ready, accessible, clear, dry or suitable for installation

• Last-minute changes or cancellation by the customer or venue

• Other circumstances attributable to the customer, venue or event organiser

Then:

• Heyfloat will not be responsible for delays, missed setup times, reduced setup time or the inability to complete the setup caused by such circumstances.

• No refund will be provided for customer-related or venue-related access, permission, coordination or cancellation issues.

• Any Setup & Travel Fee, preparation costs, labour costs and other costs already incurred for the order will remain payable.

• Where customised or personalised items have already been prepared, produced or purchased specifically for the order, including balloons, foam boards, KT boards, wedding welcome boards, wedding signage, standees, sashes, banners, printed materials, and other personalised items, the customer is responsible for the associated costs and losses.

• Heyfloat is not required to bear the cost of replacing, reproducing, reprinting or re-preparing such customised or personalised items where the issue was caused by the customer, venue, event organiser or circumstances outside Heyfloat's control.

• Such customised or prepared items will not be eligible for a refund or replacement where the inability to use them was not caused by a product defect or failure attributable to Heyfloat.

• If reasonably possible, Heyfloat may recommend an alternative setup arrangement or location, subject to venue approval, available time, safety and practical requirements. Any additional costs arising from the alternative arrangement may be charged separately.

On-Site Issues / Access Failure

If our team is unable to proceed with setup due to circumstances outside Heyfloat's reasonable control, including venue restrictions, unavailable access, unsafe conditions or interference from other vendors:

• The setup may be delayed, modified, reduced or unable to proceed.

• Heyfloat is not responsible for delays or limitations caused by such circumstances.

• Any work already completed, materials prepared, customised items produced or costs already incurred remain payable.

• Where applicable, the customer may be responsible for additional charges required to reschedule, re-prepare or reproduce the setup.

Important Notes

• Customers are responsible for ensuring proper access and permission at the venue before the scheduled setup time.

• Customers must inform Heyfloat in advance of any venue rules, restrictions, access requirements, loading procedures, parking requirements or limitations affecting the setup.

• Setup timing must be coordinated in advance.

• Venue-related delays may reduce the actual setup time available to our team.

• Heyfloat will make reasonable efforts to work with the venue and customer where an alternative arrangement is practical and available.

Need help?

Business Name: Hey Float Event
Registration No.: 202503233419 (SA0641663-U)

Brand: Heyfloat

Business Address:
A1-33-16, The Zen,
Persiaran Bayan Mutiara 3,
11900 Bayan Lepas, Penang
Malaysia

Operating Hours:
Daily, 9:00 AM – 5:00 PM (except selected public holidays)

Our customer support team will respond to all inquiries as soon as possible during our operating hours.