Refund policy

Returns
Our UK policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

Our EU and Rest Of World policy lasts 30 days.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

We do not offer returns and refunds on a ''better price found'' basis.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items

Personalised items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at web@thepartyfactory.co.uk

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £20 you should consider using a trackable shipping service or purchasing shipping insurance when you place your order.

All of our items carry a 2d code and are scanned along their journey. If your order hasn't arrived when expected, you must inform us within 14 days of the purchase. Any item not received complaints received after 14 days cannot be refunded.

Upon making an item not received enquiry, we will launch an investigation alongside the courier to locate the item and resolve the claim with you. Items going missing is very rare, however we take all claims seriously, and will work with you to locate the items, and resovle this issue.