Return Policy

Return Policy

Welcome to Custom Backdrops Direct's Return Policy. We aim to provide you with a straightforward and fair process for returns and refunds. Please review the following information to understand our policy.

1. Eligibility for Returns

1.1. Defective or Damaged Items: If you receive a backdrop that is defective or damaged due to manufacturing issues or an error on our part, you are eligible for a return and refund. Please contact us within 7 days of receiving your order to initiate the return process.

1.2. Incorrect Item Received: If you receive an item that does not match your order or if there is a discrepancy with your purchase, please contact us within 7 days of receiving your order to arrange a return and replacement.

2. Non-Eligibility for Returns

2.1. Custom Orders: Since our backdrops are typically custom-made to your specifications, we do not accept returns for customized products unless they are defective or damaged.

2.2. Change of Mind: We do not accept returns for products due to a change of mind or for reasons unrelated to product quality or accuracy. We encourage you to review your order carefully before finalizing it.

3. Return Process

3.1. Contact Us: To initiate a return, please contact our customer support team at team@custombackdropsdirect.com.au within the specified timeframes mentioned in sections 1.1 and 1.2 above. Provide your order number, a description of the issue, and any relevant photos to help us assess the problem.

3.2. Return Authorization: Once we receive your request, we will provide you with instructions on how to return the item. Do not send any items back to us without receiving proper return authorization.

3.3. Packaging: Please ensure that the product is securely packaged to prevent any further damage during return shipping. Use the original packaging materials if possible.

3.4. Return Shipping: You are responsible for the cost of return shipping unless the return is due to a manufacturing defect or an error on our part. In such cases, we will provide you with a prepaid return label.

4. Refunds

4.1. Refund Process: Refunds will be processed once we receive and inspect the returned item. We will notify you via email once the refund is initiated. Refunds are typically issued in the same form of payment used for the original purchase.

4.2. Timeframe: Please allow up to 14 business days for refunds to be processed after we receive the returned item. The actual time it takes for the refund to appear in your account may vary depending on your financial institution.

5. Contact Us

5.1. If you have any questions or need assistance regarding our Return Policy, please do not hesitate to contact our customer support team at [contact email]. We are here to address your inquiries and ensure that your experience with Custom Backdrops Direct is satisfactory.

Thank you for choosing Custom Backdrops Direct. We value your satisfaction, and we are committed to providing you with high-quality products and excellent customer service.