Return and replacement policy
We do our best to make sure you get the item you like! Therefore, we request your approval of the ready surfaces before shipping. Please note that we can’t ship non-approved item thus you’re kindly asked to check your mailbox on the estimated production timeframe provided in the order confirmation email.
The preview pictures are images which are taken with artificial light and are not edited in photo editor. Thus they may slightly differ from the art pictures of the backdrops presented on the website in terms of color and temperature. If you have any doubts or questions on the ready surfaces please raise them before approving the images. We would be happy to upgrade the board where (and when) possible to meet your expectations (the decision on whether it is possible to upgrade the board if there are any significant changes requested is being taken after we review your comments with the professional designer working on your board).
Please be aware that we can’t accept any complaints on approved surfaces if you’re unhappy with how they look when they are delivered to you. Therefore it’s extremely important to make sure that you are fully happy with preview images prior approving them.
Claims on damaged/defective/wrong items received
If your backdrop was damaged during the shipping, looks defective to you or there are missing/incorrect items, you must notify us within 2 days since the date the package was delivered providing the high resolution pictures of the damaged area from different angles, general description of the claim and your order number. We will review the case and get back to you with the outcome within up to 14 days (depends on case complexity, parties involved etc). If we are not notified within 2 days after delivery, we reserve the right to refuse the claims related to missing or damaged items as that delay significantly complicates our capability to investigate the case.
Claims on damages received during the use
Please be informed that while we use high-quality water-resistantmaterials to prolong the life cycle of the backdrops, this doesn’t fully protect them from food/liquids impact thus you are required to work gently with the finishes, remove any dirt right after the shoot, use utensils wherever possible, not to leave water/liquids on the surface for too long, not to allow the contact of coloring food/liquids (e.g. matcha tea, berries, coffee, tomato sauce etc) with the surface. We reserve the right to refuse the claim on damaged finish if after reviewing the case we consider the surface was affected (stained, scratched etc.) by improper use. Please refer to “How to store and take care of our backdrops” section before starting to utilize the backdrops.
Order cancellation & return of non-used item
You could cancel your order for free within 3 days after it is placed if placed mistakenly. In this case we will offer you a 100% refund.
If you decide to cancel the order after we have started production, please email us immediately providing the explanation and we would try to find a way to meet your needs (all the decisions are made individually based on each case review).
If you want to return the items after you receive them because you don’t like them/don’t need them any longer, you must inform us within 3 days after receiving the package.
To return the item, you would need to pack it safely and ship back to us at your expense with a tracking number provided. The item should be in its original, unused, unaltered and unwashed condition and needs to be be returned with original tags and packaging. Returns sent not in brand new condition will not be refunded.
Please consider that we are not responsible for return of shipping costs or missing shipments thus we do recommend you to use a carrier with trackable and insured delivery. Once we have received the returned item, assuming there is no damage, we will notify you and start the refund process (in your original payment method within up to 5 days). Please bear in mind that shipping/custom fees and taxes that were paid by you to receive the package are not refundable.