Return and Refund Policy

Refunds & Returns Policy – Party Palace
1. Overview

At Party Palace, we are committed to providing high-quality party products and excellent service.
This policy outlines your rights and responsibilities regarding returns, refunds, and exchanges, in accordance with the Consumer Protection Act (CPA) of South Africa.

2. Return Eligibility

• Returns and refunds may be considered provided that:
• You notify us of the return request within 10 days of delivery.
• Items are unused, unopened, and in their original packaging.
• Products are returned in the same condition as received.
• Proof of purchase or order number is provided.
• Sale, clearance, or customised items are not eligible for refund unless defective.
• Party Palace reserves the right to decline a return that does not meet these conditions.

3. Defective, Damaged, or Incorrect Items

In line with the CPA:

If an item is defective, damaged, or incorrect, please notify us within 48 hours of delivery and include clear photos of the issue.Once confirmed, Party Palace will:

-Replace the item, or

-Repair the item (where applicable), or

-Issue a full refund, including delivery costs where required by law.

4. Change-of-Mind Returns

For returns due to:

• No longer needed
• Event cancelled
• Ordered incorrectly
• Not used

The following applies:

• The customer is responsible for return shipping costs.
• Original delivery fees are non-refundable.
• Refunds are processed only after inspection of returned goods.

5. Free Shipping Adjustment on Returns

Free delivery is conditional upon the final retained order value meeting the advertised free shipping threshold.

If returned items reduce the retained order value below the free shipping threshold:

The original outbound delivery fee will be deducted from the refund.

If Party Palace arranges the return courier, the return shipping cost will also be deducted.

If the customer arranges their own return courier, only the original delivery fee will be deducted.

Free shipping benefits therefore apply only to completed orders that still meet the minimum spend after any returns or refunds.

6. Return Process

Email info@party-palace.co.za
within the required timeframe.

Wait for return approval and instructions.

Securely package the item to prevent damage in transit.

Send the parcel using an approved courier or a courier of your choice.

Once received and inspected, we will:

Approve the refund or exchange, or

Decline the return if policy conditions are not met.

7. Refund Processing

Approved refunds are issued to the original payment method.

Refunds are processed within 7 business days after inspection.

Banking or payment provider processing times may vary.

Delivery and return shipping fees are non-refundable, except where required by the CPA.

8. Non-Returnable Items

The following items cannot be returned unless defective:

Used or opened products

Customised or personalised items

Perishable or hygiene-sensitive goods

Sale or clearance items (unless faulty)

9. Late Returns

Items returned after the 10-day return window may be:

Rejected and returned to the sender at the customer’s cost, or

Considered for store credit at Party Palace’s discretion.