Refund policy

Tassel & Muse: Returns & Refunds Policy

 

Last Updated:6/11/2025

At Tassel & Muse, we are dedicated to making your celebrations extra special with our "balloon stacks and personalised displays".1 Each item is crafted with care and "to match your style".1 We want you to be thrilled with your purchase, and this policy explains your rights and our promises.

1. Our Commitment to Quality

We stand by the quality of our work. Every item is thoroughly inspected before it is dispatched or made available for collection.

Under the Consumer Rights Act 2015 2, we are legally bound to provide you with goods that are of satisfactory quality, fit for purpose, and as described. This policy does not and cannot affect your statutory rights.

2. Important Policy for Personalised & Perishable Goods

Due to the nature of our products, our policy on cancellations and "change of mind" returns is as follows:

  • Non-Refundable (Personalised): The vast majority of our products, including all personalised balloon stacks and displays 1, are "made to a customer's specification." Under the UK's Consumer Contracts Regulations 2013, these personalised and bespoke items are legally exempt from the 14-day cooling-off period and "change of mind" returns.4

  • Non-Refundable (Perishable): Balloons are perishable goods.7 They are inflated for your order and cannot be reused or resold. For this reason, they are also exempt from the 14-day cooling-off period.4

Therefore, we cannot accept returns or offer refunds for items if you have changed your mind, ordered the wrong item, or provided incorrect information (e.g., spelling) at the time of order.

We strongly encourage you to double-check all details, especially spellings for personalised items, before completing your purchase.

3. Order Cancellations & Amendments

If you wish to amend or cancel your order, please contact us at immediately.

  • If we have not yet started production or purchased materials for your bespoke item, we will happily cancel your order and issue a full refund.

  • If production on your personalised item has begun, we are unable to cancel or refund the order.

4. If Your Item is Faulty, Damaged, or Incorrect (Your Statutory Rights)

We will, of course, provide a full remedy if your item is faulty, damaged on arrival, or significantly not as described.

  • Definition of Faulty: An item is considered "faulty" if it is damaged in transit (e.g., balloons arrived popped), not of satisfactory quality, or if it is "not as described" (e.g., we have made a spelling error, or the product is the wrong design/colour scheme from what was ordered).

  • Natural Lifespan: Please note that balloons are perishable. Their finite lifespan is not a fault. We cannot provide refunds for balloons that deflate naturally after a reasonable period.

5. How to Report an Issue (Process & Timeframe)

You must report any issues (damage, fault, or incorrect item) within 24 hours of receiving your delivery.

  • Why 24 Hours? Due to the perishable nature of balloons 7, the law requires any faults to be reported within a "reasonable" time.2 For these products, 24 hours is the industry standard 8 to allow us to distinguish a genuine fault from the product's natural perishable nature.

  • How to Report: Please email us at with:

    1. Your full name and Order Number.

    2. A clear description of the issue.

    3. Clear photographic evidence of the fault, the packaging, and the full item. (This is essential for us to assess the issue and provide a remedy).

6. Our Remedy Process (Refunds or Replacements)

Once we receive your email and photographic evidence within the 24-hour window, we will inspect the issue.9

  • If your claim is approved, we will contact you to offer a resolution.

  • We will offer you the choice of:

    1. A full refund, including any original delivery fees.

    2. A free-of-charge replacement item, sent at our expense.

  • We will not offer a repair, as these items are generally not repairable.2

7. Return Shipping

You will not be asked to return a faulty item at your own expense.

  • In most cases, clear photographic evidence is sufficient for us to process your claim.

  • If we do require the item to be returned, we will provide you with a pre-paid shipping label or arrange for a collection.

  • Per UK law, the seller (Tassel & Muse) is responsible for all return shipping costs for faulty goods.10

8. How We Process Refunds

If a refund is approved, it will be processed within 14 days of our approval.4 The credit will be applied automatically to your original method of payment.9

9. Contact Us

For any questions about this policy or your order, please get in touch at.