Refund policy

We have a strict 7-day return policy, which means you have up to 7 days after receiving your item to request a return. We are able to track the dates of delivery through Australia Post, and can provide evidence of this upon request.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging (for backdrops: the original tube, for props: original box). We'll request a photo of both sides of the backdrop or prop prior to a return being approved. You’ll also need the receipt or proof of purchase.

If it's been more than 7 days, and the product has been removed from the original packaging (for backdrops: tissue paper with intact sticker and bubble wrapped tube, for props: tape broken on the packaging), we cannot accept a return.

If it's between 7 and 30 days since you received your items, a return may be accepted if the product has not been removed from the packaging (for backdrops: in the tissue paper wrapping and the tube, for props: packaging is still taped). These will be decided on a case-by-case basis, and photographic evidence will be requested. We will inspect the packaging upon it's return before issuing a refund.

No returns will be accepted beyond 30-days since delivery.

To start a return, you can contact us at info@backdropcollective.com.au. If your return is accepted, we’ll provide the details on where to send the items. The cost of shipping for a return will not be covered by us. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@backdropcollective.com.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

If you receive damaged goods we will replace or refund, however you must send PHOTOGRAPHIC evidence of the damage within 3 days of receiving the goods.

Please send evidence and compensation request to info@backdropcollective.com.au.

If the damage was caused by the courier (Australia Post or other), please take the product and packaging to your local post office and show them that the damage. Any products that are damaged during shipment are covered by Australia Post insurance and must be claimed via AusPost directly as they will cover the cost of damages.

If you are not satisfied with the outcome at Australia Post, please contact us at info@backdropcollective.com.au. to discuss further options.

 

Exceptions / non-returnable items
Certain types of items cannot be returned. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

Backdrop Collective Club Rewards

Any rewards points accrued from an order will be withdrawn from your account if that order is refunded.