Refund policy

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either replace it, or credit your account, subject to the below terms. This Policy applies to products bought from Backdrop Passion SA.

This Policy forms part of the Backdrop Passion SA Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.

Preparing your products for a return
To ensure your request is processed as quickly as possible you are responsible for the following when returning your products;
• package your products safely and securely for protection during transit;
• clearly mark your return reference number on the outside of the parcel; and
Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.

1: Unwanted products
You can return an unwanted product to us at no charge, provided:
• it is undamaged and unused, with the original labels and stickers still attached;
• you log a return on the Website within 30 days of delivery to you or collection by you of the unwanted product. After 30 days, you can only return a product if it is defective

Changed your mind?
Where you have changed your mind and would like a credit for a product, you can return it – provided the product is not:
• a product which has been personalized for you or made to your specifications

Want to exchange?
• it is undamaged and unused, with the original labels and stickers still attached;
• you log a return on the Website within 30 days of delivery to you or collection by you of the unwanted product. After 30 days, you can only return a product if it is defective
• You are responsible for delivery costs for the exchanged product
We are entitled to inspect the product to validate your return.

Not what you ordered?
If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us and we will collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).

2: Products damaged on delivery
Should a product be damaged at the time of delivery / collection, please notify us within 7 days of such delivery / collection by email.

We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice replace the product as soon as possible or credit your account with the purchase price of the product (or refund you if that is your preference).

3: Defective products
We do our best to ensure that the products we deliver to you are of a high quality, and without defects.

What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

The following will NOT be regarded as defects and will not entitle you to a return under this section 3:
• faults resulting from normal wear and tear;
• damage arising from negligence, user abuse or incorrect usage of the product;
• damage arising from a failure to adequately care for the product;
• damage arising from unauthorized alterations to the product;
• where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you; and

Standard Warranty
If you have received a product which turns out to be defective or otherwise of poor quality (save for direct warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within 6 months after delivery / collection of the via email.
We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice replace the product (if we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference).

Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by EFT or COD (cash on delivery) will be refunded to your nominated bank account.

Price Changes:  Please note that prices may be changed at any time without notification.  Although all care is taken to make sure pricing is correct on the website, we will not be held responsible for large material errors.