Refund & Service Policy

Welcome to Special You!

We are committed to ensuring your satisfaction with every purchase and service experience. This comprehensive policy outlines our guidelines for product returns, order cancellations, refunds, event service protocols, and general terms for both DIY product purchases and professional decoration services.

1. Product Return & Refund Policy (DIY Products)

Returns & Exchanges

  • Eligibility: We accept returns and exchanges for unused and unopened party décor and supplies within 7 days from the date of delivery.
  • Condition: Items must be returned in their original packaging and in unused, saleable condition.
  • Exclusions: For hygiene and safety reasons, we do not accept returns or exchanges on:
    • Perishable items
    • Personalized/customized products
    • Final sale items

Return Process

  1. Initiate Return: Contact our customer support team within the return window, providing order details, reason for return, and supporting documentation if applicable.
  2. Authorization: Once approved, we will issue a Return Authorization Number and instructions for return.
  3. Shipping: Return shipping is the customer’s responsibility. We recommend using a trackable and insured shipping method.
  4. Refund or Exchange: After inspection, we will process a refund or exchange based on your preference and product availability.

Refunds

  • Eligibility: Refunds are issued for the original item cost only (excluding shipping charges).
  • Method & Timeline: Refunds will be processed to the original payment method within a reasonable timeframe after return approval. Processing time may vary depending on your bank or payment provider.

Order Cancellations (DIY Products)

  • Orders may be cancelled before shipping by contacting customer support promptly.
  • Once an order is processed or shipped, it cannot be cancelled but may be returned as per our return policy above.

Damaged or Defective Products

If you receive a damaged or defective item, contact us immediately with order details and photos. We will arrange a replacement or refund after verification.

2. Service Policy (Event Decoration Services)

Cancellation & Refund Terms

Notice Period Refund
More than 7 days before event 100% Refund
72 to 24 hours before event 90% Refund
24 to 12 hours before event 50% Refund
Less than 12 hours before event No Refund
  • Special Dates: No refunds will be issued for cancellations on 13th & 14th February, 25th December, 31st December, and 1st January due to high demand.
  • Non-Refundable Cases:
    • Customer refuses delivery or service execution
    • Decoration work has already begun
  • Force Majeure: In case of natural disasters, government-imposed restrictions, or force majeure events, refunds or rescheduling will be considered based on the situation and vendor agreements.

Booking & Payment Terms

  • Full payment is required at the time of booking to confirm your slot.
  • Bookings are subject to availability and are only confirmed upon payment.
  • Prices may vary depending on location, customizations, or special requests.

Event Timing & Execution

  • Decorations are installed in a specified time slot before the event. Delays in venue access may affect the outcome or lead to cancellation without refund.
  • Decorations are designed to last for a few hours. We are not responsible for wear and tear beyond that period.

Rescheduling

One-time rescheduling is allowed free of charge if requested at least 48 hours before the event.

Product Substitutions

In the event an item is unavailable, we reserve the right to replace it with an item of equal or higher value that matches the theme and quality.

Rental Items & Responsibilities

  • Items such as metal stands, marquee lights, sequin panels, and cutouts will be collected within 24 hours post-event.
  • Customers are responsible for any loss or damage to rental items during or after the event.

Venue & Setup Requirements

  • For ceiling access, the customer must provide a ladder or stool.
  • Please ensure power supply is available; otherwise, provide appropriate extension cords.
  • Decorators use paper or standard tape; remove it promptly after the event to avoid wall damage (use a hairdryer if needed).
  • Additional work requested on-site beyond the purchased package will incur extra charges.

3. On-Site Guidelines

  • A representative from the customer’s side must be present during the setup.
  • Decorators will wait no more than 30 minutes past the scheduled time.
  • Balloon damage from direct sunlight is not covered.
  • Harassment or inappropriate behavior towards our staff will result in immediate termination of service and possible legal action.

4. Photography & Marketing

We may photograph or video the event setup for promotional use. If you do not wish for images to be used, please notify us at the time of booking.

5. Legal Disclaimer & Liability

  • We are not liable for any property damage due to adhesives or decorations unless caused by our negligence.
  • All safety hazards (open flames, electrical risks, etc.) must be disclosed in advance.
  • Images on our website are illustrative; actual décor may vary due to availability or customizations.

Contact Us

If you have any questions or concerns about this policy or require assistance, please contact our customer support team at:
support@specialyou.in

By placing an order or booking a service with Special You, you acknowledge and agree to the terms and conditions outlined above.