HSD Backdrops Return, Exchange & Order Issue Policy

Effective for orders placed on or after August 24, 2026

Because HSD Backdrops offers thousands of possible combinations of designs, sizes, and materials, our physical products are made to order specifically for each customer. Please review this policy carefully before placing your order.

Quick Policy Summary

  • All made-to-order backdrop sales are final.

  • We do not accept traditional returns or exchanges when the wrong design, size, material, crop, orientation, or quantity is selected.

  • When a customer accidentally selects the wrong size or material, HSD Backdrops may offer a one-time discounted reprint of the same design.

  • Shipping damage must be reported within 48 hours of delivery.

  • Incorrect or defective products must be reported within seven days of delivery.

  • Do not return a product without written authorization from HSD Backdrops.

Nothing in this policy limits any consumer right that cannot legally be waived.

1. Made-to-Order Products Are Final Sale

Every HSD Backdrops product is made to order according to the exact combination selected by the customer, including:

  • Design

  • Size

  • Material

We do not keep every possible backdrop combination preprinted and ready to ship. Once a backdrop has entered production, it cannot be canceled, returned, or exchanged because the customer changed their mind or selected the wrong option.

Please carefully review your complete order before submitting payment.

2. Why We Do Not Accept Traditional Returns or Exchanges

Once a backdrop has been shipped, unpacked, and handled, it can no longer be confidently sold as a brand-new product.

Even when a backdrop appears unused, it may have collected:

  • Lint

  • Dust

  • Hair or pet hair

  • Floor debris

  • Odors

  • Makeup

  • Food particles

  • Handling marks

  • Other signs of use or storage

Backdrops are also frequently placed or dragged on floors during setup. These conditions may not always be visible in a photograph but prevent us from using the returned product to fulfill a future customer’s new order.

We also cannot guarantee that another customer will order the exact same design, size, and material combination. Returned products can remain in our warehouse indefinitely, especially when the design is seasonal, retired, or no longer new and trending.

For these reasons, HSD Backdrops does not accept traditional returns or exchanges for customer ordering errors, material preferences, or changes of mind.

3. Please Review Your Order Carefully

Before submitting your order, please confirm:

  • The correct backdrop design

  • The correct size

  • The correct material

  • The correct portrait or landscape orientation

  • The crop shown for the selected size

  • The quantity ordered

  • Your complete shipping address

  • Current production and shipping timeframes

Backdrop dimensions are always listed as width first and height second.

For example:

  • 8' W x 5' H is a horizontal or landscape backdrop.

  • 5' W x 8' H is a vertical or portrait backdrop.

  • A size labeled as a sweep includes both a backdrop and floor portion.

  • A 12' W x 8' H backdrop is a horizontal backdrop and does not include a floor unless it is specifically labeled as a sweep.

Please contact us before ordering if you are unsure which size, material, crop, or orientation will work best for your setup.

4. Customer Ordering Errors

The following situations are not eligible for a return, refund, or traditional exchange:

  • The wrong size was selected.

  • The wrong material was selected.

  • The wrong design was selected.

  • The wrong quantity was ordered.

  • The customer misunderstood the orientation or crop.

  • The customer expected a floor portion in a size that was not labeled as a sweep.

  • The customer changed their mind after ordering.

  • The customer no longer needs the backdrop.

  • The backdrop does not fit the customer’s space.

  • The customer prefers a different material after receiving the order.

  • The backdrop does not coordinate with clothing, props, paint, furniture, or décor as expected.

  • The customer overlooked or dislikes an artistic element within the design.

  • The customer did not receive the backdrop before a personal session, party, event, or holiday when the order was processed according to our published timeframes.

  • An incorrect or outdated shipping address was entered at checkout.

These products are not eligible for return because each one was produced specifically according to the selections submitted with the order.

5. One-Time Courtesy Reprint for the Same Design

We understand that ordering mistakes can happen. Although we do not accept traditional exchanges, HSD Backdrops may, at our discretion, offer a one-time courtesy discount toward a new backdrop featuring the same exact design.

To be considered:

  • You must contact us within seven calendar days of delivery.

  • The new backdrop must feature the same exact design as the original order.

  • You may select a different size or material.

  • You will keep the original backdrop.

  • The original backdrop does not need to be returned.

  • Shipping charges for the new backdrop will apply.

  • The courtesy discount cannot be combined with another sale, promotion, or coupon code.

  • The courtesy reprint is final sale.

  • The offer is limited to one reprint per qualifying item.

  • The replacement order must be created manually by HSD Backdrops.

The amount of the courtesy discount may vary depending on the product, material, production cost, and circumstances. Courtesy reprints are not guaranteed.

Floor mats, custom-printed products, clearance items, digital products, collaboration orders, and other specially priced products may be excluded or may qualify for a different courtesy offer.

Customers may keep, repurpose, donate, or resell the original physical backdrop. Photography backdrop buy/sell/trade groups may be an option for customers who no longer need the original size or material.

This courtesy option applies only to customer ordering errors. If HSD Backdrops produced or shipped the wrong product, please refer to the sections below.

6. Order Changes and Cancellations

Please contact us immediately if you need to request an order change or cancellation.

Submitting a request does not guarantee that we can stop or change the order. Production may begin shortly after an order is placed.

Once an order has entered production, it cannot be:

  • Canceled

  • Changed to another design

  • Changed to another size

  • Changed to another material

  • Refunded because of a customer ordering error

If we can approve a change before production begins, any additional balance, shipping charge, or price difference must be paid before the order proceeds.

Orders affected by pricing, listing, technical, payment, security, or production errors may be canceled by HSD Backdrops in accordance with our Terms & Conditions. If HSD Backdrops cancels an order, the applicable payment will be refunded to the original payment method.

7. Design Details and Artistic Preferences

Please review all product images before ordering.

Unless the listing specifically states otherwise, all visible elements are part of the printed artwork, including:

  • Furniture

  • Props

  • Packages

  • Trees

  • Lanterns

  • Signs

  • Words

  • Shadows

  • Lighting effects

  • Grunge

  • Distressing

  • Textures

  • Painterly details

  • Decorative objects

Our website design previews are heavily watermarked to protect our copyrighted artwork from unauthorized copying. The HSD Backdrops watermark will not appear on the finished product.

A customer overlooking or disliking an artistic element after receiving the backdrop does not make the product defective. We are unable to replace, refund, or modify a correctly printed backdrop because of an artistic preference.

Whenever available, customers should also review the in-use photography examples included on the product listing.

8. Color Variation and Color Names

There will always be some color variation between a design viewed on a screen and the final printed product.

Color appearance can be affected by:

  • Screen brightness

  • Monitor or device calibration

  • Display settings

  • Room lighting

  • Camera settings

  • White balance

  • Editing software

  • Printer calibration

  • Ink

  • Backdrop material

  • Environmental lighting

Color names such as white, ivory, cream, beige, blush, red, burgundy, blue, green, and gray are broad descriptive terms and are not standardized color formulas.

For example:

  • White can be stark white, cool white, warm white, soft white, or off-white.

  • Ivory can be cream, champagne, beige, peach, blush, warm ivory, or cool ivory.

  • Red can range from bright red to crimson, wine, brick, or burgundy.

A backdrop described as ivory and a dress, prop, chair, balloon, or other item also described as ivory may be two noticeably different shades.

Color variation is often more noticeable in soft or monochromatic designs because most of the artwork contains closely related shades. The same variation may be less noticeable in a busy design containing many colors and details.

A printed backdrop that is consistent with the intended design and normal screen-to-print variation is not defective and is not eligible for a return, refund, or replacement.

Please review our complete Backdrop Color Variation information before ordering.

9. Finished Size and Material Variation

Backdrop material is measured before printing and finishing. The finished dimensions may be slightly smaller because of:

  • Heat used during printing

  • Normal material shrinkage

  • Hemming

  • Sewing (select materials)

  • Cutting

  • Pole-pocket construction (Dream Fabric 8'x6' and larger)

  • Other finishing processes

A sewn pole pocket uses a portion of the total material height. Certain materials and designs may experience slightly more shrinkage than others.

All listed backdrop sizes should be considered approximate. A small difference between the listed size and the finished measurement is a normal material characteristic and is not automatically considered a manufacturing defect.

If exact finished measurements are essential for your installation or studio space, please contact us before ordering.

Please review our Material Descriptions for additional information.

10. Shipping Damage

If your order arrives damaged during shipping, you must contact HSD Backdrops within 48 hours of the carrier-marked delivery time.

Please provide:

  • Your order number

  • A clear photo of the complete shipping tube, box, or packaging

  • A clear photo of the shipping label

  • Photos of all damage to the packaging

  • A photo of the full backdrop

  • Close-up photos or a video showing the damage to the backdrop

Please keep the damaged product and all original packaging until the claim has been completed. Do not discard, wash, cut, repair, or otherwise alter the product or packaging unless HSD Backdrops gives you written permission.

The shipping carrier or insurance provider may require:

  • Additional photographs

  • A signed affidavit

  • A written statement

  • Inspection of the package

  • Other claim documentation

If the product or packaging is discarded before the claim is completed, we may be unable to obtain carrier approval or provide a replacement.

For qualifying shipping damage, our normal resolution is a replacement of the damaged product. Refunds are not generally provided when a replacement can correct the issue, except where required by law.

International damage claims may require additional carrier documentation. USPS international claims may require the recipient to complete Form 2856 and send us a copy before a replacement can be approved.

11. Incorrect Design, Size, Material, or Quantity Sent by HSD Backdrops

We sincerely apologize if we make an error while fulfilling your order.

Please inspect your order as soon as it arrives. If HSD Backdrops sent the wrong design, size, material, or quantity, contact us within seven calendar days of delivery.

Please provide:

  • Your order number

  • A clear photo of the complete product received

  • A photo of the product label or packaging when requested

  • Any additional information needed to verify the order

Once the error is confirmed, we will arrange for the correct product to be placed into production at no additional cost.

Please do not use, wash, cut, alter, dispose of, or return the incorrect product until we provide instructions. Depending on the item and circumstances, we may ask you to return it, keep it, donate it, or dispose of it.

If a return is required because of an HSD Backdrops fulfillment error, we will provide return instructions and cover the approved return shipping cost.

12. Suspected Manufacturing Defects

Please inspect your backdrop as soon as it arrives.

A suspected manufacturing defect must be reported within seven calendar days of delivery. A short cell phone video clearly showing the issue is required so our production team can accurately review the concern.

The video should show:

  • The complete backdrop

  • A closer view of the suspected defect

  • The issue from more than one angle when applicable

  • The backdrop in ordinary lighting without filters or color adjustments

Additional photographs or measurements may also be requested.

Do not wash, cut, trim, tape, pin through, permanently install, use during a session, or otherwise alter the product while the concern is under review.

If we confirm a manufacturing defect, our normal remedy is to remake and replace the affected product at no additional cost. If a replacement is not possible, we will provide another appropriate resolution.

13. Conditions That Are Not Manufacturing Defects

The following are generally not considered manufacturing defects:

  • Normal screen-to-print color variation

  • A color not matching a prop, dress, wall, paint color, or other item

  • A correctly printed artistic element that the customer did not notice before ordering

  • Slight material shrinkage

  • Approximate finished-size variation

  • Normal material texture

  • Fold lines or wrinkles in fabric or fleece

  • A thin white border on Poly Paper

  • Normal characteristics of the selected material

  • Differences between two orders placed at different times

  • Differences between the same design printed on two different materials

  • Damage caused by dragging props

  • Marks caused by walking on Poly Paper

  • Scratches, scuffs, stains, or creases caused after delivery

  • Damage caused by incorrect storage

  • Damage caused by washing or cleaning

  • Damage caused by failing to remove every staple from a shipping tube

  • Lint, hair, dust, odors, or debris collected after the product was unpacked or used

  • A size, crop, material, or orientation selected incorrectly by the customer

Each material has different characteristics. Please read the applicable product listing and our Material Descriptions before ordering.

14. Returns Must Be Authorized

Do not mail or ship any product back to HSD Backdrops without written authorization and return instructions.

The address shown on a shipping label may not be the correct location for an approved return.

Unauthorized returns may be:

  • Refused

  • Returned to the sender

  • Held without a refund

  • Subject to additional shipping charges

Sending a product back without authorization does not create eligibility for a return, exchange, refund, or store credit.

HSD Backdrops is not responsible for unauthorized returns that are lost, damaged, delivered to an incorrect location, or sent without identifying information.

15. Clearance, Returned, Misprinted, and Open-Box Products

Products identified as clearance, returned, open-box, misprinted, sample, retired, or otherwise discounted because of condition are sold as-is.

The listing will describe known condition issues when applicable. These products may include:

  • Lint

  • Minor marks

  • Small printing imperfections

  • Incorrect crops

  • Discontinued designs

  • Prior handling

  • Other cosmetic conditions

Clearance, returned, misprinted, sample, and open-box products are final sale and are not eligible for return, exchange, courtesy reprint, or refund unless HSD Backdrops sends a different item than the one ordered.

16. Custom-Printed Products

Custom-printed products created from customer-supplied artwork are final sale.

Customers are responsible for reviewing their files before submitting them, including:

  • Resolution

  • Dimensions

  • Crop

  • Orientation

  • Spelling

  • Color

  • Image quality

  • Borders

  • Unwanted objects

  • Other file details

Pixelation, blur, compression, misspellings, poor image quality, incorrect cropping, or other issues contained in the customer-supplied file are not HSD Backdrops production defects.

If HSD Backdrops prints a file incorrectly or sends the wrong material or size, contact us within seven days so we can review and correct the issue.

17. Digital Products and Gift Cards

Digital products are final sale and are not refundable after the file has been delivered or downloaded, except where required by law.

Gift cards are nonrefundable and cannot be redeemed for cash except where required by law.

18. Refunds

When HSD Backdrops approves a refund, it will be issued to the original payment method.

Original shipping charges are nonrefundable unless:

  • HSD Backdrops made a verified fulfillment error;

  • The full order is canceled by HSD Backdrops before shipment; or

  • A refund of shipping is required by law.

HSD Backdrops initiates approved refunds promptly. The time required for the refund to appear in the customer’s account is controlled by the bank, credit-card company, or payment provider.

We cannot issue a refund to a different card, bank account, or payment method.

19. International Customers

International orders remain subject to this policy, together with any mandatory consumer protections that apply in the customer’s country and cannot legally be waived.

Customers are responsible for:

  • International return shipping when legally applicable

  • Customs charges

  • Duties

  • Brokerage charges

  • Taxes

  • Carrier fees

  • Proper import and delivery arrangements

Please contact HSD Backdrops before sending any international product back. Unauthorized international returns may result in customs charges, return fees, or loss of the package.

Floor mats and Poly Paper backdrops are not available for international shipping.

20. Policy Exceptions

Any exception, discount, accommodation, replacement, refund, or courtesy offered for one order does not modify this policy and does not require HSD Backdrops to provide the same exception in another situation.

Courtesy decisions are made individually based on the order, product, circumstances, customer history, production cost, and applicable law.

21. Policy Effective Date

This policy applies to orders placed on or after August 24, 2026.

Orders placed before that date will be reviewed under the return and exchange policy that was in effect when the order was submitted.

HSD Backdrops may update this policy periodically. Any revised policy will apply to future orders after the updated version is published.

22. Contact HSD Backdrops

For help with an order, please contact us through our Contact Us page or email:

info@hsdbackdrops.com

Please include:

  • Your full name

  • Your order number

  • A clear description of the issue

  • Required photographs or video

Our regular business hours are Monday through Friday, 9:00 a.m.–5:00 p.m. Mountain Time. We are closed on weekends and major U.S. holidays.