Refund policy

Last Updated: 19 September 2026

At Ebnolo Balloons, we take pride in creating personalised gifts, balloon décor, hampers and event styling that are carefully prepared for each customer.

Because some of our products are customised or prepared specifically for individual orders, our returns and refund process depends on the type of product or service purchased and the reason for the return.

This Returns and Refund Policy applies to purchases made through ebnolo.co.za, by email, telephone, messaging platforms, in person or through other ordering channels accepted by Ebnolo Balloons.

This policy is intended to comply with applicable South African law, including the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA). Nothing in this policy is intended to limit or exclude any consumer right that cannot legally be limited or excluded.

1. Contact Details

Ebnolo Balloons
36 Odendaal Road
Morganridge
Boksburg
Gauteng
South Africa
1459

Phone: 060 505 0659
Email: orders@ebnolo.co.za
Website: https://ebnolo.co.za

Business Hours:
Monday–Friday, 09:00–17:00

All return, refund and product-related enquiries should be directed to orders@ebnolo.co.za or 060 505 0659.

2. When Can You Request a Return or Refund?

A return, replacement or refund may be available where:

The product is defective or unsafe;
The product does not meet applicable quality requirements;
The incorrect product was supplied;
The product materially differs from the agreed description;
The wrong personalised information was supplied by Ebnolo Balloons;
The order is incomplete or missing items;
The product was damaged before or during delivery;
A service was not provided as agreed; or
Another return or refund right applies under South African law.

The Consumer Protection Act provides an implied warranty of quality for goods supplied to consumers. In qualifying circumstances, defective goods may be returned within six months and the consumer may be entitled to a repair, replacement or refund, subject to the Act.

3. Defective or Damaged Products

If your product arrives damaged, defective or unsafe, please contact Ebnolo Balloons as soon as reasonably possible.

Please provide:

Your name;
Order number or order details;
Date of purchase or delivery;
Description of the problem; and
Clear photographs or videos where appropriate.

Ebnolo Balloons may request photographs or other information to help assess the issue.

Where the product is found to be defective or otherwise qualifies for a statutory remedy, Ebnolo Balloons will provide the applicable remedy in accordance with South African law.

Depending on the circumstances and applicable legal requirements, this may include:

Repair;
Replacement; or
Refund.

A customer's statutory rights relating to defective goods are not removed by this policy.

4. Incorrect Products

If Ebnolo Balloons supplies an incorrect product, incorrect quantity or materially incorrect item, please contact us as soon as possible.

Where the error is attributable to Ebnolo Balloons, we will work with the customer to provide an appropriate remedy, which may include:

Correcting the order;
Replacing the incorrect product;
Collecting the incorrect product where appropriate; or
Providing a refund where required.

Customers should not return products without first contacting Ebnolo Balloons for instructions.

5. Personalised and Custom-Made Products

Ebnolo Balloons supplies customised products including personalised mugs, drinkware, gifts, balloons, hampers and other items prepared according to individual customer requirements.

Because these products may be made specifically for a customer, they may not be eligible for a return simply because the customer has changed their mind, subject to any statutory rights that may apply.

ECTA specifically excludes certain goods from its seven-day electronic-transaction cooling-off right, including goods made according to the consumer's specifications, clearly personalised goods, goods that cannot reasonably be returned because of their nature, and goods likely to deteriorate or expire rapidly.

However, personalised products may still qualify for a remedy where, for example:

Ebnolo Balloons made the product incorrectly;
The product does not correspond with the approved order;
The product is defective;
The wrong product was supplied; or
Another statutory consumer remedy applies.

6. Customer Errors on Personalised Orders

Customers are responsible for carefully checking all information submitted for personalisation before approving an order.

This includes:

Names;
Spelling;
Dates;
Numbers;
Messages;
Colours;
Logos;
Photographs;
Artwork; and
Other personalised information.

If a customer provides incorrect information and approves the order containing that information, Ebnolo Balloons may not be responsible for the resulting error.

Where the customer requests a replacement because of information incorrectly supplied by the customer, the replacement may be treated as a new order and additional charges may apply.

This does not apply where the error was made by Ebnolo Balloons.

7. Balloon Décor and Event Installations

Balloon décor is temporary event décor and is affected by environmental and installation conditions.

Factors that may affect balloon décor include:

Direct sunlight;
Heat;
Wind;
Rain;
Humidity;
Sharp surfaces;
Venue conditions;
Handling;
Transportation; and
The location of the installation.

A balloon installation that changes or deteriorates after installation because of environmental conditions, customer handling or circumstances outside Ebnolo Balloons' reasonable control will not automatically constitute a product defect.

Where Ebnolo Balloons has installed décor incorrectly or the supplied décor materially fails to correspond with the agreed order, the customer should contact us so that the matter can be assessed.

8. Outdoor Balloon Installations

Outdoor balloon décor is particularly susceptible to weather conditions.

Ebnolo Balloons cannot guarantee a specific lifespan for outdoor balloon décor because weather conditions may change after installation.

If severe weather creates an unsafe installation environment before an event, Ebnolo Balloons may recommend:

Moving the installation indoors;
Changing the installation location;
Adjusting the design;
Rescheduling where reasonably possible; or
Another practical alternative.

Any proposed alternative will be discussed with the customer.

9. Balloon Lifespan

Balloons are temporary decorative products and their lifespan varies according to environmental conditions.

Ebnolo Balloons does not guarantee that balloon décor will remain in its original condition for a particular number of hours or days where environmental conditions, venue conditions or customer handling affect the installation.

Customers should follow any care instructions provided by Ebnolo Balloons.

10. Hampers and Gift Products

For coolerbox hampers, ice bucket hampers and other gift products, customers should inspect the order upon delivery or collection.

If an item is missing, damaged or materially incorrect, please contact Ebnolo Balloons as soon as reasonably possible.

Where the issue is attributable to Ebnolo Balloons, we will assess the order and provide an appropriate remedy in accordance with applicable law.

Where a hamper contains products supplied by third-party manufacturers, any manufacturer's warranty may also apply.

11. Change-of-Mind Returns

Ebnolo Balloons does not offer a general change-of-mind return policy for every product or service.

This is particularly relevant to:

Personalised products;
Custom-made products;
Specially prepared hampers;
Balloon installations;
Event décor;
Products prepared specifically for a particular date or occasion; and
Products that are likely to deteriorate or cannot reasonably be resold.

However, this does not remove any statutory right a consumer may have under South African law.

Where a consumer has a lawful right to return goods or cancel a transaction, Ebnolo Balloons will process that request in accordance with the applicable legislation.

12. Online Orders and Cooling-Off Rights

Certain electronic transactions may be subject to cooling-off rights under the Electronic Communications and Transactions Act.

ECTA generally provides a seven-day cooling-off period for qualifying electronic transactions, subject to the exclusions and requirements contained in the Act. These exclusions include certain personalised or custom-made goods and certain goods that cannot reasonably be returned or are likely to deteriorate rapidly.

Where a statutory cooling-off right applies, Ebnolo Balloons will honour that right in accordance with the applicable legislation.

Customers should contact Ebnolo Balloons promptly if they believe a cooling-off right applies to their transaction.

13. Returns Required by Law

Where a return is required under the Consumer Protection Act or another applicable law, Ebnolo Balloons will comply with the applicable statutory requirements.

The CPA provides specific circumstances in which consumers may return goods and receive a refund, including certain situations involving direct marketing, goods not available for examination before delivery, mixed or incorrect goods, and goods unsuitable for a particular purpose communicated to the supplier.

The CPA also provides specific rules concerning responsibility for the cost and risk of returning qualifying goods.

14. Refunds

Where a refund is approved, the refund will generally be made using the original payment method where reasonably practicable.

Refund processing times may depend on:

The payment method used;
The bank or payment provider;
Whether the returned product needs to be inspected;
The nature of the refund; and
Any applicable statutory requirements.

Ebnolo Balloons will process approved refunds within the timeframe required by applicable law.

Where a statutory remedy provides the customer with a choice between a repair, replacement or refund, Ebnolo Balloons will follow the applicable requirements of the relevant legislation.

15. Deposits and Cancelled Orders

Ebnolo Balloons may require deposits for:

Event bookings;
Balloon installations;
Custom décor;
Personalised products;
Corporate orders;
Dealership orders; and
Specially prepared gifts or hampers.

If a customer cancels an order, the amount refundable will depend on the circumstances, the nature and stage of the order, expenses already incurred and applicable South African law.

A cancellation charge, where applicable, must be reasonable in the circumstances.

A deposit will not automatically be treated as non-refundable where applicable law requires a refund.

16. Event Cancellation

Where a customer cancels an event-related order, including balloon décor or an installation, the customer should notify Ebnolo Balloons as soon as possible.

Ebnolo Balloons will consider factors including:

How much notice was provided;
Whether materials have already been purchased;
Whether personalisation has commenced;
Whether production has commenced;
Whether staff or installation time has already been allocated;
Whether third-party costs have been incurred; and
Any applicable statutory consumer rights.

Any cancellation charges will be subject to applicable law.

17. Rescheduling an Event

Customers should contact Ebnolo Balloons as soon as possible if an event needs to be rescheduled.

Rescheduling is subject to:

Availability;
The new event date;
Product and material availability;
Supplier availability;
Installation schedules; and
Any additional costs reasonably arising from the change.

Where a new date is unavailable, the cancellation terms applicable to the order will be considered.

18. Delivery Problems

If an order arrives damaged, incomplete or materially incorrect, customers should contact Ebnolo Balloons promptly.

Please provide photographs of:

The outer packaging;
The product;
Any visible damage; and
The relevant delivery documentation where available.

This information assists Ebnolo Balloons in investigating the matter and determining the appropriate remedy.

19. Products Damaged After Delivery or Collection

Ebnolo Balloons is not responsible for damage caused after the customer or authorised recipient has taken possession of a product where the damage results from:

Incorrect handling;
Improper storage;
Exposure to unsuitable conditions;
Accidental damage;
Alteration or modification;
Failure to follow care instructions; or
Other circumstances outside Ebnolo Balloons' reasonable control.

This does not affect statutory rights relating to defects or failures that existed at the time of supply.

20. How to Request a Return or Refund

To request a return, replacement or refund, please contact:

Email: orders@ebnolo.co.za
Phone: 060 505 0659

Please include:

Full name;
Contact number;
Order number or order details;
Date of purchase;
Date of delivery or collection;
Product or service concerned;
Reason for the request; and
Supporting photographs or documentation where relevant.

Ebnolo Balloons may request additional information where reasonably necessary to assess the request.

21. Inspection of Returned Products

Where a physical product is returned, Ebnolo Balloons may inspect the product to determine the nature of the issue and the appropriate remedy.

The inspection will not remove or reduce any statutory consumer rights.

Where the product qualifies for a statutory return, Ebnolo Balloons will comply with the applicable legal requirements regarding the cost and risk of returning the product.

22. Exchanges and Replacements

Where an exchange or replacement is approved, Ebnolo Balloons will endeavour to provide the same or an equivalent product where reasonably possible.

Where the original product is unavailable, Ebnolo Balloons may discuss an appropriate alternative or refund with the customer, subject to applicable law.

For personalised products, replacement availability may depend on the materials and specifications required to reproduce the order.

23. Services and Event Décor

Where a customer believes that a balloon décor or event styling service was not provided as agreed, the customer should contact Ebnolo Balloons as soon as reasonably possible.

Ebnolo Balloons will assess the circumstances, including:

The agreed quotation;
Approved design;
Installation requirements;
Venue conditions;
Photographs or other evidence;
Customer instructions; and
Any circumstances that affected the installation.

Where a service failure is established, Ebnolo Balloons will provide an appropriate remedy in accordance with applicable law.

24. No Waiver of Consumer Rights

Nothing in this Returns and Refund Policy is intended to:

Exclude a consumer's statutory rights;
Prevent a consumer from exercising a lawful remedy;
Exclude liability that cannot legally be excluded;
Remove rights relating to defective or unsafe goods; or
Create an unfair or unreasonable contractual term.

Where this policy conflicts with a mandatory provision of South African law, the applicable law will prevail.

25. Complaints and Disputes

Ebnolo Balloons encourages customers to contact us directly so that complaints can be resolved as quickly and fairly as possible.

Please contact:

Email: orders@ebnolo.co.za
Phone: 060 505 0659

If a dispute cannot be resolved directly, the customer retains any rights available under applicable South African consumer protection legislation, including any applicable statutory complaint or dispute-resolution process.

26. Governing Law

This Returns and Refund Policy is governed by the laws of the Republic of South Africa.

Any dispute will be dealt with in accordance with applicable South African law and the jurisdiction of a competent court or legally applicable dispute-resolution body.

27. Changes to This Policy

Ebnolo Balloons may update this Returns and Refund Policy from time to time to reflect changes to its products, services, business practices or applicable law.

The version applicable to an order will generally be the version communicated to or accepted by the customer at the time the order was confirmed, subject to applicable law.

The latest version will be published on:

https://ebnolo.co.za