Shipping & refunds

1. General

Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfil all your items at time of purchase. In this instance, we will fulfil the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.

2. Shipping Costs

Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer.

3. Returns

3.1 Return Due To Change Of Mind

Hand Painted Backdrops will not accept returns due to a change of mind for hand-painted backdrops due to the product’s nature, unless the product is damaged in transit. For other products (the accessories and other products like lights etc.), see how to return your item to us below.

Contact Us

Hand Painted Backdrops is committed to the provision of quality and reliable products and outstanding customer service. Buyers are entitled to cancel the order and return the goods within 28 days for a full refund of the purchase price of the goods; please contact us at hello@handpaintedbackdrops.co.uk with your order number, within 28 days of your purchase, prior to your return.

Complete Our Returns Form

Please print out and complete the return form and include it with your return order. Please be aware an order number must be visible on the return form, which is included in the parcel. This is so your return can be identified when received by our returns department. If the returns form is missing or incomplete, this may delay or invalidate the refund/replacement process. Please be aware without the proof of an order number, Hand Painted Backdrops hold the right to deny a return request.

Return The Item(s) To Us

Please return the product to our warehouse within 28 days of the original purchase date as long as it’s still in its original, unopened packaging. Please be aware any missing original packaging or damage to the item(s) returned may result in the amount due to be refunded being affected. All returned products must be packed in well-protected or, if possible, original packaging, including the application form, any accessories, manuals, documentation, and registration that was shipped with the product.

When returning your item, we would recommend sending across your return information to the customer service team. This can include the chosen courier you are returning the goods with, a tracking number and expected delivery date. This may help to speed up your request. Please be aware, Hand Painted Backdrops cannot be held responsible for any lost/missing or damaged items when the buyer returns the item. Please also be aware, Hand Painted Backdrops cannot be held responsible if the returned item(s) are not handed/returned to an authorised Post Office or courier company.

Our Returns Address

17 Jaxons Court, 2nd floor, WN1 1LR Wigan, Lancashire (please include instructions to the delivery driver to call at 07883 341365 before delivery).

Please Note

The postage cost of returning the item to Hand Painted Backdrops will not be covered by Hand Painted Backdrops and will be covered by the buyer unless DOA. We will not refund the cost of returning an item back to our warehouse, as DOA goods being returned will be arranged by ourselves using a specific courier service.

Receive Your Refund

As soon as we receive the goods we will endeavour to process your request at the purchased price of the goods, as quickly as possible. It usually takes 7 working days. We may make a deduction from the refund for loss in value of any goods supplied. Please be aware, the returned item(s) however must be in secure and well-protected packaging, where the original packaging is missing. If the packaging is deemed to be unsuitable, and this results in damage when being returned in transit, this may also affect the amount due to be refunded.

Return of goods for refund is governed under The Sale of Goods Act and Distance Selling Regulations. As mentioned, the return policy is valid for any purchases within 28 days; however if an item is returned to our returns department which is over 45 days from the original purchase date, we may make a deduction from the refund for loss in value of any goods supplied. Any items returned after 6 months from the original purchase date may be returned to you at a further postage charge due to the 28-day return policy.

3.2 Warranty Returns

Hand Painted Backdrops will happily honour any valid warranty claims; please contact us at hello@handpaintedbackdrops.co.uk for more information on how to proceed. Customers will be required to pre-pay the return shipping, however we will reimburse you upon successful warranty claim.

Upon return receipt of items for a warranty claim, you can expect Hand Painted Backdrops will, at its sole option, provide one of the following remedies to whatever extent it shall deem necessary to satisfy a proper claim under this warranty: elect to repair or facilitate the repair of any defective parts within a reasonable period of time, free of any charge for the necessary parts and labour to complete the repair and restore this product to its proper operating condition. You will have to pay the shipping costs necessary to return this product once the repair is complete.

What is Covered?

This warranty covers defects in materials and workmanship in this product.

What is Not Covered?

This warranty does not cover any damage, deterioration or malfunction resulting from any alteration, modification, improper or unreasonable use or maintenance, misuse, abuse, accident, neglect, exposure to excess moisture, fire, improper packing and shipping (such claims must be presented to the carrier), lightning, power surges, or other acts of nature. It also does not cover any damage, deterioration or malfunction resulting from the installation or removal of this product from any installation, any unauthorised tampering with this product, any repairs attempted by anyone unauthorised to make such repairs, or any other cause which does not relate directly to a defect in materials and/or workmanship of this product.

This warranty does not cover cartons, equipment enclosures, cables or accessories used in conjunction with this product. This warranty does not apply to: (i) cosmetic damage, such as scratches, nicks, stains and dents; (ii) consumable parts, such as batteries, unless product damage has occurred due to a defect in materials or workmanship; (iii) damage caused by accident, abuse, misuse, water (in excess of specifications), flood, fire, or other acts of nature or external causes; (iv) damage caused by service performed by anyone who is not an authorised service provider; or (v) damage to a product that has been modified or altered without the prior written permission of Hand Painted Backdrops. The warranty does not cover any consumable products.

Hand Painted Backdrops is not liable for any damages resulting from a defect, such as inconvenience, loss of time, loss of use, loss of anticipated profit or loss of revenue because of policies or procedures in place. Hand Painted Backdrops is unable to offer any compensation as a result of this.

Sample Items

Our warranty policy for sample items includes Ex-Demo, Clearance, or refurbished items. For non-lighting samples, we offer a one-month (30 days) warranty policy on the item. This means that if your sample item encounters any issues that were not mentioned in the original listing, then the item will be covered for the period stated. If the issue is as stated on the listing, then this will not be covered. Anything after this 30 days will also not be covered. The 30-day warranty policy starts from your first day of purchase. The return postage will need to be covered by you if the item needs to be returned. Hand Painted Backdrops will aim to fix the item under the warranty policy, however if the item cannot be repaired, please note we will be unable to offer a replacement, due to the samples being one-off. Therefore, we will issue a full refund back to you. The sample items are also covered under the same 30-day returns policy where the return postage would also need to be covered by you.

Who is Covered?

Only the original purchaser of this product is covered under this warranty. This warranty is not transferable to subsequent purchasers or owners of this product.

Once a warranty claim is confirmed, you will receive the choice of:

• (a) a refund to your payment method;
• (b) a refund in store credit; or
• (c) a replacement item sent to you (if stock is available).

How to Obtain a Remedy under this Warranty?

To obtain a remedy under this warranty, you must contact Hand Painted Backdrops. In order to pursue any remedy under this warranty, you must possess an original, dated receipt as proof of purchase. If this product is returned under this warranty, a return authorisation number, obtained from Hand Painted Backdrops, will be required. The product should be properly packed, preferably in the original carton.

Limitation on Liability

The maximum liability of Hand Painted Backdrops under this warranty shall not exceed the actual purchase price paid for the product. To the maximum extent permitted by law, Hand Painted Backdrops is not responsible for direct, special, incidental or consequential damages resulting from any breach of warranty or condition, or under any other legal theory.

Please note, the postage to return the goods back to Hand Painted Backdrops will not be covered by Hand Painted Backdrops and must be covered by you. This return postage is non-refundable. This includes covering the cost of the postage to return the fixed/replaced goods back out to you once a solution has been provided. This includes all warranty cases.

4. Delivery Terms

4.1 Transit Time Domestically

In general, domestic shipments are in transit for 2–7 days.

4.2 Transit Time Internationally

Generally, orders shipped internationally are in transit for 4–22 days. This varies greatly depending on the courier you have selected. We are able to offer a more specific estimate when you are choosing your courier at checkout.

4.3 Dispatch Time

Orders are usually dispatched within 2 business days of payment of order. If a custom backdrop has been ordered, the backdrops will most likely be created in 2 weeks’ time, but please allow up to 6 weeks for any unforeseen circumstances. Our warehouse operates Monday–Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

4.4 Change Of Delivery Address

For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.

4.5 P.O. Box Shipping

Hand Painted Backdrops will not ship to P.O. box addresses. We are unable to offer courier services to these locations.

4.6 Items Out Of Stock

If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item.

4.7 Delivery Time Exceeded

If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.

5. Tracking Notifications

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

6. Parcels Damaged In Transit

If you find a parcel is damaged in transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.

7. Duties & Taxes

7.1 Sales Tax

Sales tax (if applicable) has already been applied to the price of the goods as displayed on the website.

7.2 Import Duties & Taxes

Import duties and taxes for international shipments may be liable to be paid upon arrival in the destination country. This varies by country, and Hand Painted Backdrops encourages you to be aware of these potential costs before placing an order with us. If you refuse to pay duties and taxes upon arrival at your destination country, the goods will be returned to Hand Painted Backdrops at the customer’s expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.

8. Cancellations

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy (except for custom painted backdrops).

9. Insurance

Parcels are insured for loss and damage up to the value as stated by the courier.

9.1 Process for parcel damaged in transit

We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

9.2 Process for parcel lost in transit

We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.

10. Customer Service

For all customer service enquiries, please contact us or email hello@handpaintedbackdrops.co.uk.