Collection & Returns

Collection Policy

All orders are collection only from Unit K5, Taylor Business Park, Warrington. Once your order is ready, we’ll contact you via email to arrange a suitable collection date and time. This ensures your items are prepared, checked, and ready for handover.

If you prefer to send a courier on your behalf, they are welcome to collect your order, but they will be required to sign for the items upon pickup. Please ensure your courier is equipped to handle large or fragile goods safely.

Return & Exchange Policy

We take great care in producing high‑quality, custom‑made backdrops and props. Each item is crafted to order, and we want every customer to feel confident in their purchase. The policy below explains how we handle returns, exchanges, and product concerns.

Custom‑Made Orders

All of our products are made to order, created specifically for each customer. Because of this, we’re unable to accept returns or offer refunds for:

Change of mind
Ordering the wrong size or design
Damage caused by incorrect handling or storage

This helps ensure fairness and clarity for both you and us.

If Your Product Isn’t Right

If you believe your item isn’t as described or has a fault present at the time of collection, please contact us within 48 hours with clear photos and a description of the issue. We’ll assess the situation and, where appropriate, offer:

A repair
A replacement
Or a refund if a repair or replacement isn’t possible

We always aim to resolve issues promptly and fairly.

After Collection

Once items have been collected or signed for (including by your chosen courier), responsibility for safe transport, handling, and storage passes to you. We cannot accept returns for damage that occurs after collection.

Care Instructions

We provide care and storage instructions with every order. Following these guidelines is important to maintain the quality and longevity of your product. Damage caused by not following the instructions may not be eligible for repair or replacement.

How to Report an Issue

If you need to raise a concern, please email us with:

Your order details
Photos of the issue
A short explanation of the problem

We’ll get back to you quickly and work with you to find the best solution.

Contact email address: info@backdropandprop.com