Refund policy

Returns & Refunds Policy

Last updated: 30th of August 2026

General Policy

• All confirmed orders are strictly non-refundable and non-returnable.

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

Product Issues & Replacement

• We provide a one-to-one replacement only if there is a verified issue with the product 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 or delay in reporting will not be entertained.

Responsibility Upon Delivery

• Once the order has been received or accepted, full responsibility is transferred to the recipient.

• We are not responsible for any damage, defects, or changes in product condition after delivery or collection.

No Refund Policy

No refunds will be provided under the following circumstances:

• Incorrect or incomplete delivery address provided
• 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 customer/recipient

Refund Processing (If Applicable)

• Orders are generally non-refundable. In exceptional circumstances, Heyfloat may approve a refund at its sole discretion. Where a refund is approved, an administrative and payment processing fee of up to 8% may be deducted.

Order Cancellation

• Orders are non-refundable once payment is confirmed.

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

• Approved cancellations may be issued in the form of store credit only, at our discretion.

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

Important Notes

• As balloons and event products are sensitive to environmental conditions, performance may vary. This does not qualify as a defect.

• We reserve the right to reject any refund or replacement request that does not meet our policy conditions.

🎈 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 customized items such as Balloon, KT boards, standees, or printed materials, ETC ):

• Changes of date are NOT allowed
• Orders are strictly non-refundable

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 (e.g. balloons) will be charged again
• Charges will be based on the original order value (1:1 replacement basis)

On-Site Issues / Access Failure

If our team arrives at the location and is unable to proceed with setup due to:

• No access granted
• Venue restrictions (e.g. hotel / management)
• Last-minute cancellation by customer
• Any external factors beyond our control

Then:

• The order will be considered as completed
• Any balloons or prepared items will be considered delivered/used
• No refund will be provided

Important Notes

• Customers are responsible to ensure proper access and permission at the venue
• Setup timing must be coordinated in advance
• All terms are to ensure smooth operation and avoid delays

Need help?
Contact us via WhatsApp / Call 011-3386 9985 😊

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.