Terms & Conditions


These terms take effect from the date you sign the customer account application and will continue for as long as you trade with Hayden Agencies. Hayden Agencies is a wholesale business only selling to those who on sell the products directly or as part of their product. Hayden Agencies’ website may include unique terms that apply exclusively to you and you agree not to use or allow your account or Password to be used by any other person or entity. These terms are personal to you, and can only be assigned with Hayden Agencies’ prior written consent, which may be given or withheld by Hayden Agencies in its absolute discretion. Hayden Agencies may assign these terms upon giving you written notice. You indemnify Hayden Agencies against all losses Hayden Agencies suffers whatsoever or howsoever caused as a result of a breach of these terms. All communications made on the website are taken to be written communications between the parties, and you are deemed to have signed all Authentic Orders. These terms will be construed in accordance with the law of Victoria and the parties submit to the non-exclusive jurisdiction of Victoria notwithstanding the domicile or residence of any party or the occurrence of any act, matter or thing outside of the State or Territory. By accepting this Application to Hayden Agencies, you execute it as a Deed and agree to be bound by the terms outlined within this page. All following instances of "we" or "us" reffer to the company Hayden Agencies.


You must keep all information, whether unique or otherwise, accessed on or obtained from the website or communicated by Hayden Agencies, confidential. Your employees must be given information only on a need to know basis, however this does not relieve you of any liability should the information become known by a third party.

Returns, Replacements & Faulty Products

Claims for damaged or defective goods or incorrect delivery must be made within four weeks of delivery. Where any goods are returned they remain at your risk pending acceptance of liability by the manufacturer or supplier. Goods that have been found to have manufacturing defects will be credited to your account (if applicable) provided a copy of the relevant invoice accompanies the returned items. 
Without limiting in anyway the application of the preceding paragraph, Hayden Agencies will not replace foil balloons which have been:

  • Overblown (as indicated by tears along the seam area) burned, or have puncture holes, poorly sealed (as evidenced by wrinkles in the neck of a heat-sealed balloon when supplied flat), exposed to moisture of any form, roughly handled, improperly stored, or balloons exposed to high temperatures or direct sunlight;
  • Change of mind on seasonal items will not be accepted for return after the end of the particular season (even if within 7 days of receiving the goods). 
  • Change of mind on electric inflation equipment is not accepted.


Hayden Agencies only accepts change of mind returns within 10 days of the invoice date of the ordered items, this rule also applies to first time orders. Once the returned goods have been recieved and inspected (they must be in the same condition as when delivered, unopened and unused) a store credit will be assigned to the customers account to the value of the returned goods. Please keep in mind that a 15% restocking fee for change of mind returns will be charged (this will be deducted from the calculated store credit value). 


Where a claim is being made for faulty machines or equipment that is within warranty, you will be required to send back the machine to us at your expense pending inspection. Freight will be credited back to your account if the machine is deemed to be a manufacturing fault. Please note we will not be able to send a replacement machine to be used while the original machine is being inspected. If a machine is required during this time, then you will need to source a replacement machine. We will only offer a replacement machine or a refund / store credit if the original machine is deemed faulty beyond repair. If the original machine can be fixed then this will be returned to you with your next online order. 



Orders to purchase goods or services from Hayden Agencies may be placed by you via the website. You acknowledge that no orders will be processed unless authenticated by receipt of the Password (“Authentic Orders”). Once you send Authentic Orders, they are irrevocable. You are liable for, and Hayden Agencies can rely upon, all Authentic Orders. Authentic Orders are taken to be authenticated once Hayden Agencies delivers the goods or services set out in the Authentic Order. Where Hayden Agencies part performs an Authentic Order, each part of the order will be deemed to be a separate contract at the time the goods or services are delivered.

Payment, Pricing & Promotions

Payment must be finalised before goods will be shipped. Payment can be made by card (Mastercard, Visa or American Express) or by Paypal. We do not offer credit accounts during the first 6 months of doing business with a new customer, however after that time 30 day accounts can be offered to businesses who meet our minimum monthly spend requirements. If you wish to discuss setting up an account feel free to give us a call. All prices displayed on our website are Excluding GST.

Viewing Orders

You can view your complete order history through the my account section of the website.

Updating Account Information

You can update your account information through the my account section of the website.

Shipping, Handling & Tracking

We strive to send out all orders the same day they are placed, however this cannot always be achieved. Because a third party carrier is used we cannot be held accountable for anything that happens to the goods once they are received by the courier. We do not give a guaranteed time frame for delivery, and cannot be held accountable for a delivery that is deemed as delayed. Please note that during seasonal periods courier services can experience delays. 


If you select authority to leave if no one home when processing your order, Hayden Agencies cannot be held responsible for any lost or stolen goods once the courier has marked the parcel as delivered. 


Hayden Agencies cannot take responsibility of special instructions for delivery.  Third party couriers have their own service options depending on their price and range. If you would like specific delivery instructions for your order please contact us first to discuss if this will be possible. 


Hayden Agencies do not accept any liability or make any warranty in relation to the goods except as provided herein or as required by law. Under no circumstances shall our liability exceed the purchase price of the goods. Hayden Agencies will not be liable for any loss or damage which is consequential, indirect or due to circumstances beyond our reasonable control.


Fragile items can often be damaged during transit. Even though we strive to label parcels with fragile tape and sufficient protective packaging, our third party couriers can still be very rough. We cannot be responsible for damages that occur to parcels during transit. We may provide a credit given the circumstance but we cannot gurantee a credit for every instance.


If selecting store pickup as your courier method you must wait until you receive email confirmation that the order is ready for collection prior to arriving at our warehouse. We cannot give a guaranteed time frame of click and collect turnaround, we aim to have orders ready for collection within 24 to 48 hours however this is subject to change. 


Credits and Refunds

Any credit that you are owed for damaged or missing stock will be credited to your internal credit account. This is a balance connected to your account on our web store. The internal credit balance works as an in-store currency and can be used to pay for orders, when checking out simply select to pay for the order using your internal store credit, if you do not have enough credit to cover the entire order, any credit that you have available will be deducted from the total and the left over amount can be processed using your normal payment method. The My Credit Page on the 'My Account' dashboard displays the customers entire credit history, ie when and why credit is addedd or deducted from the balance.


Refund requests must be confirmed by our accounts department. Confirmation can take anywhere from 5-10 business days. Once confirmed your refund can take 7-14 business days to appear in your account. Refund transaction receipts are available upon your request. 

Missing Stock

Please understand that with over 14,000 SKU's our inventory may sometimes be slightly incorrect. This can result in the purchase of stock that is unavailable. When this occurs a credit for the missing stock is allocated to the customers internal balance and the customer is advised via email, for more information on customer credits please refer to the credits section above.

International customers can only receive a store credit for any missing / incorrect items received on an order. We will not resend items for our international customers, this includes all equipment. 

We must be notified of any items missing from your order within 7 days of delivery. Any claims made outside of this will not be honoured. 


Fragile Items 

All large fragile items including but not limited to Frames, Plinths, Backdrops, Acrylics and Decorative pieces have varying imperfections. If you receive an item that includes such an imperfection please contact us to determine if compensation is deemed necessary. Imperfections which result in the item being unusable will be eligible for compensation. Please be aware that the mesh frames specifically have varying allignment which will not be covered for compensation. 


Colour Recommendations

Please note that any colour recommendations are not guarantees. Hayden Agencies will not compensate for a change of mind based off of our recommendation, because of this we always recommend testing colours prior to bulk purchase.