Returns & Refunds Policy

Refunds & Returns Policy

At True Backdrops, every backdrop is produced to order for working photobooth businesses. Because each item is custom-made and cannot be resold, we operate with a strict all sales final policy.

Please review this policy carefully before placing your order.

All Sales Final

All sales are final.
We do not offer refunds for change of mind, ordering the wrong size, selecting the wrong option (for example, “fabric only” vs “frame + fabric”), or deciding you no longer need the product.
We do not accept order cancellations once an order has been placed, as production and materials are reserved immediately.

This allows us to keep pricing fair for all customers and prioritize fast production for active operators.

Artwork & Proof Approvals

It is the customer’s responsibility to carefully review all artwork proofs before approving.
Approval confirms that design, spelling, logos, colors, and layout are correct.
True Backdrops is not responsible for any errors (including spelling mistakes, layout, colors, or incorrect logos) that were present in the approved proof.

If you are unsure about anything on your proof, please ask questions before approving.

Order Issues & Defective Items

While we do not offer refunds, we will fix genuine production issues caused by us.

The print is materially different from the approved proof (wrong file, major color/placement error).
The product arrives with manufacturing defects that affect use.

Please include:

Your order number
Clear photos of the product, the defect, and the packaging/shipping label

If we determine there is a production defect or our error, we will, at our discretion:

Reprint and resend the backdrop, or
Offer store credit toward a future order

No cash refunds will be issued.

Unauthorized Returns

We do not accept returns without prior written approval.
Any package returned to us without authorization may be refused or returned to sender.
If a return is exceptionally authorized as a courtesy, the customer is responsible for all return shipping costs, duties, taxes, tariffs, and carrier fees.
Any fees billed back to us by carriers or customs for a customer-initiated return may be deducted from any agreed-upon refund or store credit, if applicable.

Exchanges

We do not offer exchanges.
Each backdrop is produced specifically for your order and cannot be restocked or resold.

Need Help?

If you experience any issue with your order, email info@truebackdrops.ca with your order number and photos (if applicable).
We’ll review your situation and let you know what options are available under this policy.