Refunds, Returns & Damaged Goods Policy

Returns & Exchange Policy Conditions

Festoon House offers customers a full refund or exchange of products within a 30 day period with a valid proof of receipt. 

Returned products must be sent back to us unopened and unused in their full, original, undamaged condition and packaging. 

Festoon House will not reimburse customers the delivery associated with returning unwanted or exchanged goods.

Process for Returning or Exchanging Goods

If you receive your order and have changed your mind about your purchase, please notify our Customer Service department [email protected] immediately, there will only be a 30 day grace period from the time the goods were delivered to your provided address.

Please use the following subject line with your unique order number in place of the XXXX: “Returning Order #XXXX”.

Returned or Exchanged Goods Delivery Costs

If the buyer chooses to return unwanted goods, the cost to return the goods will be at the buyer’s expense. 

Processing Refunds of Returned Goods

Once we have received a returned Product and a refund is due, we will process that refund back to the payment method used when placing the order. 

Please note that refunds to credit cards may take up to 30 days to appear on your statement.

Damaged Goods on Delivery Policy

Please check any products that you receive from Festoon House upon receipt to inspect for any damages or product faults.

If you notice damage to a product after delivery or there is a problem with your order, you must to notify us via email with all details of the damage within 14 days of delivery. 

Failure to do so will negate any claim on Festoon House. In the case of damaged goods we will refund or replace your order, whichever you choose.

Damaged goods must be returned to Festoon House before replacement product(s) are shipped out.

Process for Returning Damaged Goods

If a product arrived damaged on delivery, please notify our Customer Service department [email protected] immediately with your order number, photos of the damaged goods and brief details of the damage. Please use the following subject line with your unique order number in place of the XXXX: “Damaged Goods – Order #XXXX”.

Our returns delivery address will be provided via email, the buyer will then be required to arrange to have the goods returned to the provided address.

Associated Costs Returning Damaged Goods

If the buyer would like the damaged goods replaced with new products, the cost to return the goods will be covered by Festoon House. 

The buyer will need to arrange to have the goods returned to Festoon House. Once the goods have been received by Festoon House the cost of returning the goods will be debited onto the buyer’s payment method used when placing the order.