Return Policy

The Kate Backdrop strives to provide the highest quality products in the photographic industry.

Please read our return policy:

1 We will process your order in 24 hours after your order is placed. If you want to cancel your order, please contact us to request cancellation via support@katebackdrop.com.au within 6 hours after your order is placed. We will try to satisfy your requests. However, if the product you ordered has been in production, or your order has been dispatched, then your order can not be cancelled.

2 If the items you ordered arrive with production defects or those that have been damaged during packing and transit, please contact us to get the items reissued, or or returned for a refund. Depending on the concern, our team may request photos of the item(s) you received. We need these photos to ensure that our team can best evaluate the issue(s) and determine the optimal solution for you. In order to ensure that we are able to resolve your concern to your satisfaction and as promptly as possible, please send the photos:

  • A photo that clearly shows the items you received.
  • A photo of the larger area where the problem is located for easy identification.

  • A photo of the label that affixed to the package.

 

Please be sure photos submitted are not blurry or obscured. Providing quality photos will help us resolve your issue as promptly and efficiently as possible. Please contact us within 3 days after your order is delivered.

We don't accept any return if the items have not damaged when you get it. Because of the special nature of background products, we cannot make a second sale. Every order is unique. Thanks for your understand.

You usually have four choices:

1 We can offer store credit equal amount(don't include shipping fee).

2 Resend new order to you.

3 We will not bear the cost of your return shipping fee, please contact us to get the return address.

4 Keep the item, but you need to pay 20-80% of the replacement fee (part of the material fee) and shipping costs(18-20 AUD)

We can not return or replace your orders because you ordered a wrong backdrop(wrong size, wrong backdrop, or not our mistake) by yourself.

 

Please Note:

1 Due to folding transport, it is normal to have slight fold marks. Please try ironing and cleaning to remove. Due to the material, the fluff will have small scratches, which is normal, you only need to clean or iron it. If you can't solve it, please contact us.

2 Our material is microfiber and it belongs to cloths. Has been recognized by many photographers around the world. Please read our material description carefully before placing orders. We do not support refunds if you do not like our materials.

3 All orders shipping costs cannot be refunded.

4 The printed products may differ slightly from online stock images. The printed product shown in the photographer’s photos may differ slightly from the original product, depending on the photographer's specific lighting, editing style, and photographic technique.

There may be small imperfections/marks or small bubbles in the printing of the floor mat product, which are not defects.

Customer Service Email:support@katebackdrop.com.au

 

All returns must be made within 30 days of receiving your merchandise.

All backdrop, photo props, and studio equipment returns must be approved by katebackdrop.com.au

If you don't get our reply with your email within 2 days, we recommended checking your spam email. Sometimes this may happen.

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