RETURNS

Returns are eligible within 10 days from your invoice date. To initiate a return please email us at [email protected] with your order number and details of the return. 

Please note returns are not eligible without prior notification, any items that are returned without prior notification will be refused.

To be eligible for a return all products must be in their original condition (including packaging), unopened and unused. If returning latex, we kindly ask you ensure correct climate storage to guarantee your item/s will be accepted for return. Hayden Agencies reserves the right to refuse a return if items are deemed as not in their original condition or to have sustained incorrect storage recommendations.

A 15% restocking fee will be deducted from the total which will then be credited to your account to use on your next purchase. Returns are not eligible for refund or exchange. 

Change of mind equipment must be in original packaging, with accessories and case to qualify for a return. Equipment requires thorough inspection and thus a delay in processing your return may occur.

Change of mind decorative structures must be in original condition, with protective film, wrapping, and cable ties. Items not in original condition will not be accepted for return.

Change of mind returns on seasonal items will not be accepted for return once the seasonal period has ended, this includes the 10-day policy as outlined above.

Please be aware that any associated delivery costs to return your item/s will not be compensated by Hayden Agencies.

In store returns will not be processed at the time of return.

EXCHANGES

Hayden Agencies does not offer exchanges, rather your item/s can be returned as a change of mind return as outlined above. Once your return has been processed a store credit will be placed onto your account, which can be used to purchase your desired item/s. Store credits do not have an expiry date.

DAMAGED OR FAULTY PRODUCTS

Hayden Agencies understands that damaged or faulty products can on rare occasion occur. Claims for credit or replacement for a faulty product are subject to approval on the following;

Decorator goods such as foil and latex balloons
•    Claims for faulty decorator goods must be made within four weeks of delivery
•    Evidence of the fault must be available for our evaluation. Hayden Agencies reserves the right to reject your claim if the item has been disposed of prior to claim approval
•    Hayden Agencies reserves the right to reject your claim if the item appears to have been incorrectly handled as per our recommendation for that item
•    Hayden Agencies reserves the right to reject claims where the incorrect equipment has been used resulting in damage
•    Compensation for claims is limited to credit, replacement or refund for the item/s. Hayden Agencies will not compensate delivery costs for damage decorator goods.
•    Hayden Agencies reserves the right to request items be returned to us for inspection to evaluate if the item is eligible for a claim

Decorative Structures
•    Claims for faulty decorative structures must be made within 7 days of delivery
•    As outlined in our terms, our decorative structures are subject to slight imperfections. Hayden Agencies reserves the right to refuse claims for goods that have slight imperfections and/or damage due to transport.
•    Evidence of the fault must be available for our evaluation. Hayden Agencies reserves the right to reject your claim if the item has been disposed of prior to claim approval
•    Hayden Agencies reserves the right to request items be returned to us for inspection to evaluate if the item is eligible for a claim
•    Compensation for delivery costs is at our discretion, however we cannot guarantee compensation

Equipment
•    Claims for equipment must be made within the 12-month warranty 
•    You will be required to send the equipment back to us for inspection. Freight costs will be reimbursed once the item has been deemed as having a manufacturing defect. Freight costs will not be reimbursed if the item is found to have been mishandled or misused resulting in fault and/or if no fault is present. 
•    Please note Hayden Agencies will not supply replacement equipment during your inspection period. If equipment is required during this time, then you will need to source a replacement separately. 
•    Equipment that can be repaired will be subsequently repaired and returned to you, item/s are not eligible for compensation if repair is applicable 
•    Once deemed as having a manufacturing defect that is faulty beyond repair Hayden Agencies will offer a replacement item if stock is available on hand, otherwise a store credit or refund will be applied

To make a claim for faulty or damaged goods please contact us via our [email protected] with the following

1.    Order number / Invoice number
2.    Details of the specific item(s) you are making claim for
3.    Images and / or videos of the damage 
4.    Detailed description of the fault