Return Policy
Return Policy
1. Full Refund
It is your responsibility to inspect all orders upon arrival. All orders from backdrop.com may be returned within 10 business days of receipt for a full refund (excluding custom graphics as mentioned below). In order to return or exchange (under the warranty guidelines described below) all or part of your order, you must contact us for a Return Merchandise Authorization number (RMA#) and report any damages, defects, and issues within 3 days of receiving your order. On any claim without a RMA Number, we reserve the right to refuse the returned package and/or not issue a refund. Only properly authorized returns receive a refund. You must email Support@Backdrop.com to obtain an RMA# from a backdrop.com representative.
2. Condition of Product
All returned merchandise must be returned unused in the original packaging including manuals, accessories, cables, etc. with the authorization (RMA#) clearly printed on the outside of the package. Return requests must be made within three days of the receipt date, and all items must land at our warehouse within ten days of the return request. All free items must be returned together with purchased items in order to receive a full refund. Any shipping and/or handling charges on the original order cannot be refunded. At our discretion, we may levee a restocking fee up to 25% of the cost of items returned if shipped to Canada or Mexico. Any vouchers or gift certificates earned by a returned order will be voided, and the voucher amount will be charged to any order to which it was applied.
backdrop.com is not responsible for shipping costs or damage on returned items. Units to be returned should be packed carefully and shipped back in the original box to protect the item. Please be advised that packages sent by normal US Postal Service cannot be tracked to ensure delivery. Since backdrop.com cannot provide credit for a return without confirming its receipt, we recommend that you use a delivery service that can be tracked and or insured.
3. Exceptions
Customized product orders do not apply to the return policy stated above. Customized items include but are not limited to any graphics, customizable color panels, or special-order items. Customized items will not be able to be returned. If there is any question as to whether the product can be returned or not, please call (888) 315-9617, and ask a backdrop.com representative.
Change Orders & Order Cancelations
All change orders must be made in writing to Support@Backdrop.com. Verbal change orders will not be accepted. Change orders include but are not limited to changes in shipping addresses, changes in order timeframes, or changes in products purchased. All change orders are subject to additional charges or refunds when applicable. All payments for change orders must be paid in full for a change order to be accepted and moved onto the next step in production or shipping.
All order cancellations must be made in writing to Support@Backdrop.com. When an order is cancelled after the order has been placed, the order may be subject to cancellation charges which will be deducted from the refunded amount. If an order is completed and shipped, no order cancellation will be accepted. The following are some examples of circumstances where restocking fees would apply:
- Customized graphics have been approved and put into production are subject to a cancellation fee depending on the stage of production. Up to 25%
- Products have been pulled from stock shelves to fulfill order, restocking fee: Up to 25%
- Orders that are cancelled after artwork has been processed are subject to a non-refundable $25 graphic set-up fee.
- Custom orders no refund!
If you need help with applicable fees associated with a change order or order cancellation, please contact a backdrop.com representative.
