Strike and send it back

If a piece of our kit is not right, send it back. Returns are processed through the same product listing the order was placed on, under the return window shown there, and the listing is also where…

The short version

If a piece of our kit is not right, send it back. Returns are processed through the same product listing the order was placed on, under the return window shown there, and the listing is also where you start the process and print a label.

Packing it up

Keep the carry bag and the inner packaging until you are sure. A backdrop stand that goes back loose in a box arrives bent, and a bent column is a damaged return rather than an unwanted one. Fold fabric the way it came and put the clamps back in the bag — a kit returned complete is refunded faster than a kit returned nearly complete.

If the item arrived damaged, say so when you open the return and attach the photographs of the carton. That routes it differently from a change of mind.

What we would rather do

If the frame is simply the wrong size, write to us before you return it. Nine times out of ten the problem is span or working height, and we can tell you which model in the range actually fits the room. Swapping once is cheaper for everybody than returning twice.