Refund policy

At Joyful Twine, we understand the unique nature of our custom balloon and party decor services. Our goal is to ensure that every customer is delighted with their purchase. Due to the personalized and made-to-order nature of our products, our refund policy is as follows:

1. Full Refund Before Preparation:

• If you wish to cancel your order, you are eligible for a full refund provided that we have not begun preparing your order. Please contact us as soon as possible to initiate the cancellation process.

2. No Refunds After Preparation Begins:

• Once we have started preparing your custom order, we regret that we cannot offer a refund. This includes the procurement of materials, design work, and assembly of your custom decor.

3. Final Sale Upon Pickup:

• All sales are final once the item has been picked up or delivered. We encourage you to inspect your items at the time of pickup to ensure they meet your satisfaction.

4. Order Modifications:

• If you need to make changes to your order, please contact us immediately. We will do our best to accommodate your request, but modifications may not be possible if preparation has already begun.

5. Damaged or Incorrect Items:

• In the unlikely event that you receive a damaged or incorrect item, please notify us within 24 hours of pickup or delivery. We will work with you to correct the issue, which may include a replacement or store credit.

6. Contact Information:

• For any refund requests or questions regarding our policy, please contact us at rachel@joyfultwine.com or (859) 462-4520.

We appreciate your understanding and thank you for choosing Joyful Twine for your special occasions. Your satisfaction is our top priority, and we strive to make every experience with us a joyful one.