Plain terms for buying a kit, pre-ordering from a shipment, or hiring a display. Nothing here takes away rights you have under UK law; where the law gives you more, the law wins.
If you buy online you have 14 days from the day you receive the goods to tell us you want to cancel, and a further 14 days to send them back. You pay the return postage unless the item is faulty. We refund within 14 days of getting the goods back, to the card or account you paid with.
Balloon packs that have been opened can't be returned, because the balloons can't be resold once the pack seal is broken. Unopened packs can.
If something is faulty when it arrives or fails within 30 days, you can reject it for a full refund. After 30 days and up to six months, we repair or replace it, and refund if we can't. These are your statutory rights under the Consumer Rights Act 2015.
On top of your statutory rights, every ArchUp Starter Kit sold by us carries a 12-month warranty from the date of delivery against defects in materials and workmanship. It covers the EZ Tubes, connectors, electric pump and carry bags. If a covered part fails under normal use we repair or replace it free of charge, including postage both ways.
It doesn't cover: balloons (they're a consumable; a balloon that fails to inflate or that deflates after use isn't a defect, and every pack includes spares); damage from misuse, drops, modification or use with non-ArchUp balloons; normal wear; or deterioration from being left outdoors, in direct sun, rain or heat. The warranty is for the original purchaser and is limited to repair or replacement.
To claim, email warranty@archup.co.uk with your order number, a photo or short video of the problem, and a line on what happened. We'll reply within two working days and tell you whether we need the part back. Keep your order confirmation; it's your proof of purchase.
A pre-order is a purchase of goods from a named future shipment. When you pre-order we tell you the expected delivery window, and we confirm the window in writing once the shipment leaves the factory. If we miss the confirmed window by more than 14 days you can cancel for a full refund at any time until the goods are dispatched. Your 14-day cooling-off period runs from the day you receive the goods, not the day you order, so you lose nothing by ordering early.
Pre-order payments are held separately and are not spent on anything other than the goods you've ordered until they are dispatched.
The Business-in-a-Box and Premium packages are sold to businesses and sole traders for commercial use, so the consumer cancellation rules above don't automatically apply. We give the same protection anyway: if we miss your confirmed delivery window by more than 14 days you may cancel for a full refund of everything paid, and a 14-day cooling-off period runs from the date of your order. The 12-month hardware warranty applies to every kit in the package. Deposits are refundable in full if we cannot confirm a delivery window within 60 days of your order.
You pay a booking fee online and the balance to your operator on the day. Cancel more than 7 days before the event and the booking fee is refunded in full. Cancel within 7 days and the booking fee is kept, because the operator has turned down other work. If your operator can't attend and no replacement is found, you get the booking fee back and nothing else is due.
You pay the hire price in full plus a refundable hardware deposit of £75, which is pre-authorised on your card. Cancel more than 7 days before dispatch for a full refund; within 7 days we refund the hire price less a £25 handling charge; once dispatched, the hire is non-refundable. The kit must be posted back using the return label by the return date on your paperwork. The deposit is released within 5 working days of the kit being checked in. Missing or damaged hardware is charged at the replacement price list below, deducted from the deposit first. If the kit is more than 7 days late back, each further week is charged at the hire price.
| Part | Replacement charge |
|---|---|
| EZ Tube (each) | £12 |
| Connector (each) | £6 |
| Electric pump | £45 |
| Carry bag (each) | £10 |
| Whole kit not returned | Full deposit plus the balance to the kit's retail price |
Email hello@archup.co.uk or use the contact page. If you're not happy with how we've handled a complaint you can take it to your local Trading Standards office or, for online purchases, the Citizens Advice consumer service on 0808 223 1133.
Last updated 22 October 2026. ArchUp is a trading name of [Company name] Ltd, company number [00000000], registered at [registered address].