Refund policy

Returns & Refunds Policy

Return Window

We have a strict 7-day return policy. You have up to 7 days from receiving your item to request a return. We track delivery dates through Australia Post and can provide evidence of these on request.

Eligibility

To be eligible for a return, your item must be:

• In the same condition you received it, unused
• In its original packaging (backdrops: the original tube; props: the original box)
• Accompanied by your receipt or proof of purchase

Before approving a return, we'll ask for photos of both sides of the backdrop or prop.

Returns After 7 Days

• Between 7 and 30 days: A return may be accepted if the product hasn't been removed from its packaging (backdrops: still in the tissue paper wrapping and tube; props: packaging still taped). These are assessed case by case, and we'll ask for photos. We'll inspect the packaging when it arrives before issuing a refund.
• After 7 days, if the product has been unpacked (backdrops: tissue paper sticker broken or bubble wrap removed; props: packaging tape broken), we cannot accept a return.
• After 30 days: No returns are accepted.

How to Start a Return

Email us at info@backdropcollective.com.au. If your return is approved, we'll send you details on where to send the items.

• Return shipping costs are your responsibility.
• Items sent back without an approved return request will not be accepted.

Custom Orders

Custom products are made to your specifications, so they cannot be returned or refunded for change of mind. This includes custom backdrops, custom decals, signage and any other personalised or made-to-order items.

Before production, we can send a proof for your approval if you request it. Please check it carefully, including spelling, sizing, colours and layout, as we can't refund or reprint for errors in a proof you've approved.

If a custom item arrives damaged or faulty, please follow the Damages & Issues process below.

Damages & Issues

Please inspect your order as soon as it arrives. If an item is defective, damaged or incorrect, contact us straight away so we can make it right.

• We will replace or refund damaged goods, but you must send photographic evidence within 3 days of receiving your order.
• Send your photos and request to info@backdropcollective.com.au.

Damage caused in transit: Take the product and its packaging to your local post office and show them the damage. Items damaged during shipping are covered by Australia Post insurance, and claims must be made directly with Australia Post. If you're not satisfied with their outcome, email us to discuss further options.

Non-Returnable Items

Some items cannot be returned, including:

• Sale items
• Gift cards
• Custom and made-to-order products (see Custom Orders above)

If you have questions about a specific item, please get in touch.

Exchanges

The quickest way to get what you want is to return your item and, once the return is accepted, place a separate order for the new item.

Refunds

Once we've received and inspected your return, we'll let you know whether your refund has been approved. Approved refunds go back to your original payment method. Your bank or card provider may take some time to process it.

Backdrop Collective Club Rewards

If an order is refunded, any reward points earned from that order will be removed from your account.

Questions?

Email us anytime at info@backdropcollective.com.au.