Last updated: 02 October 2026
We take great care making and packing every order. If something isn't right, we'll work with you to fix it.
This policy applies to all orders placed with The Red Balloon Candy Artisans, including Australian and international orders.
Change of mind
Because our products are food, we do not accept returns, refunds or exchanges for change of mind. This includes personalised and custom-made candy, and any products made specifically to your requirements.
Damaged, faulty or incorrect items
If your order arrives damaged, is faulty, or you've received the wrong item, please email info@theredballoon.com.au within 48 hours of delivery with:
- your order number
- a description of the issue
- photos of the product and of the outer and inner packaging
You can also use our Report a Problem form.
Please don't eat or throw away the affected products until we've assessed the issue, unless we ask you to.
Once we've assessed your claim, we'll offer you a refund or a replacement, as appropriate.
Returning an item
Most issues can be sorted from your photos without returning anything. If we do need the item back:
- Please contact us before sending anything back. We'll provide return instructions and the return address once the return is authorised. Unauthorised returns can't be processed.
- Returns are by mail only. In-person returns aren't available.
- Items should be returned in their original packaging.
- We'll cover reasonable return postage costs for damaged, faulty or incorrect items.
- There is no restocking fee.
Refunds
Approved refunds are processed within 5 business days to your original payment method. Depending on your bank or payment provider, it may take a few extra days for the funds to appear in your account.
Warranty
Our food products don't come with a separate manufacturer's warranty.
Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy excludes, restricts or modifies any rights or remedies you have under the Australian Consumer Law.
Contact us
The Red Balloon Candy Artisans
Email: info@theredballoon.com.au
PO Box 8047, Ferntree Gully VIC 3156, Australia
Hours: Monday to Friday, 9:00am – 3:00pm (Melbourne time)
