Returns & Refunds Policy

 

Returns/Exchanges

We are unable to accept returns for custom or personalised items (letter and number birthday candles, custom tassel banner, cake toppers with signpost banners), unless they were damaged, faulty or defective when they arrived.

For all other non-custom items, we accept returns within 14 days of receipt if you change your mind. Please email us at info@sunnystreetpartyco.com.au prior to returning your items so we can send you instructions on how to return your order. Items must be returned in their original, unopened packaging, preferably in the box it was received in using a tracked mailing service. The buyer is responsible for the cost of returns postage. Once the items are received, inspected and accepted we will issue a credit coupon which can be used for future orders. Please note the credit coupon will reflect the price of the items only and not include the cost of shipping originally paid.

Refunds/Returns will not be accepted for the following:

• Damage was a result of the product being misused or instructions not being followed
• Not receiving your items in time for your event if the delay is due to Australia Post or other shipping carriers, which unfortunately we are unable to control. Please allow extra time for order processing and time in transit
• For custom and personalised items (letter and number birthday candles, custom banner, cake toppers with signpost banners) unless they were damaged, faulty or defective when they arrived

 

Damaged or Faulty Goods

A lot of care is taken in packaging your order to ensure it’s well protected but in the unfortunate event that you receive your item and find that it is faulty, defective or was damaged in transit, please contact us at info@sunnystreetpartyco.com.au within 5 days of receiving your order. In your email, provide a description of the damage and include a photo. Your case will be assessed and if approved you have the option to do the following:

• Request a refund (processed within 2 business days of approval)
• Request for a replacement item to be sent.

You will need to send the damaged or defective product back to us using the returns shipping label which will be emailed to you.

 

Cancellations

For custom or personalised items (letter and number birthday candles, custom tassel banner, cake toppers with signpost banners), once the order is placed it cannot be cancelled.

For all other non-custom items, you can request a cancellation within 3 hours of purchase by sending us a message or an email.