Refund policy

RETURN & REFUND POLICY

At Elimilio Creative, each booking is carefully planned and prepared specifically for your celebration. Due to the nature of event styling, hire services, custom products, balloons and event-specific preparation, our refund conditions differ from those of a traditional retail business.

This policy should be read together with our Terms & Conditions. Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law.

CHANGE OF MIND

Elimilio Creative does not offer refunds for change of mind, changes in personal circumstances, reduced guest numbers, changes to event plans, or where a client no longer requires all or part of a confirmed booking.

Please carefully review your quote, selected services and event details before confirming your booking.

BOOKING DEPOSITS

Booking deposits are non-refundable and are required to reserve your event date, allocate hire inventory and commence planning and preparation for your event.

Payment of a deposit does not remove the client's obligation to pay any other amounts that have become payable under the agreed booking terms.

Where applicable, the deposit will be applied toward the total value of the booking.

CANCELLATIONS

If a client cancels a confirmed booking, the booking deposit remains non-refundable.

Depending on when the cancellation occurs, additional amounts may also remain payable where Elimilio Creative has already incurred costs or commenced work specifically for the event.

This may include, but is not limited to:

  • Custom design and production work

  • Personalised or printed items

  • Balloons and other event-specific materials

  • Specially ordered products or materials

  • Third-party supplier costs

  • Labour or preparation already undertaken

  • Non-refundable expenses incurred specifically for the booking

Any refund of amounts paid above the non-refundable deposit and costs already incurred will be assessed according to the circumstances of the cancellation and the applicable Terms & Conditions.

POSTPONEMENTS & DATE CHANGES

Requests to postpone or change an event date are subject to availability and approval by Elimilio Creative.

Where a new date can be accommodated, payments may be transferred to the new booking at our discretion and subject to any applicable rescheduling conditions.

Additional charges may apply where work has already commenced, event-specific products have been produced or ordered, third-party costs have been incurred, supplier pricing has changed, or additional preparation is required for the rescheduled event.

If Elimilio Creative is unavailable for the requested new date, this does not automatically convert a cancellation into an entitlement to a full refund.

Any applicable refund or credit will be determined in accordance with the circumstances, our Terms & Conditions and Australian Consumer Law.

CUSTOM & PERSONALISED ITEMS

Custom, personalised and event-specific items cannot be returned or refunded for change of mind once design, ordering, production or preparation has commenced.

This may include:

  • Custom signage and decals

  • Personalised printed materials

  • Custom cut-outs

  • Personalised stationery, placemats and favour items

  • Specially sourced décor or styling elements

  • Event-specific florals or materials

  • Other products created or ordered specifically for your event

Where an event is cancelled or postponed after these costs have been incurred, the applicable amount may remain payable regardless of whether the event proceeds on the original date.

BALLOONS & PERISHABLE / EVENT-SPECIFIC MATERIALS

Balloons and certain other event-specific materials are prepared or purchased specifically for individual bookings and cannot necessarily be reused.

Once preparation has commenced or materials have been specifically purchased for your event, these costs are non-refundable for change of mind, cancellation or postponement, subject to your rights under Australian Consumer Law.

PRODUCT AVAILABILITY & REASONABLE SUBSTITUTIONS

Occasionally, a particular hire item, styling element, floral variety, balloon colour, prop or other product may become unavailable, damaged, unsafe or otherwise unsuitable for use before or during an event.

Where this occurs, Elimilio Creative may provide a reasonably comparable substitute or make reasonable adjustments to the styling or design in order to deliver the agreed overall service.

Where reasonably practicable, we will endeavour to advise the client of any significant change. However, circumstances arising during transport, setup or installation may occasionally require an immediate substitution or adjustment.

A reasonable substitution or design adjustment that does not materially reduce the overall service provided will not, by itself, automatically entitle the client to a refund, discount or credit.

Where a material component of the agreed service cannot be supplied or reasonably substituted, any applicable remedy will be assessed in accordance with the circumstances and Australian Consumer Law.

WEATHER & UNSAFE CONDITIONS

Outdoor events are subject to weather and safety conditions.

Where weather or site conditions make it unsafe or inappropriate to install or operate particular equipment, Elimilio Creative may need to modify, relocate, postpone or withhold the affected component.

Any refund, credit or rescheduling entitlement relating to weather will depend on the service booked, preparation already undertaken, costs already incurred and the applicable Terms & Conditions.

Safety decisions will not be compromised in order to avoid a cancellation, modification or loss of hire.

ISSUES WITH PRODUCTS OR SERVICES

If you believe that a product or service supplied by Elimilio Creative is faulty, damaged, materially different from what was agreed, or has not been provided with due care and skill, please contact us as soon as reasonably possible.

We will assess the circumstances and, where appropriate, may provide a repair, replacement, substitute, re-performance, credit or refund.

The appropriate remedy will depend on the nature of the issue and your rights under Australian Consumer Law.

AUSTRALIAN CONSUMER LAW

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this Return & Refund Policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded or restricted.

Where Australian Consumer Law provides you with a right to a repair, replacement, re-performance, refund, cancellation or other remedy, those rights continue to apply regardless of anything stated elsewhere in this policy.

CONTACT US

If you have questions regarding a cancellation, postponement, refund or existing booking, please contact Elimilio Creative through the contact details provided on our website.