Returns, Reprints & Refunds Policy

At Premium One Backdrops, we are committed to providing high-quality custom-printed displays and responsive customer service. Because many of our products are produced specifically according to each customer's approved artwork, selected dimensions, and order specifications, eligibility for returns, replacements, reprints, and refunds depends on the type of product and the reason for the request.

Please review the following policy carefully before placing your order and approving your artwork.

1. Please Inspect Your Order Promptly

Please inspect all packages, printed graphics, frames, hardware, lighting components, and accessories as soon as your order is delivered.

If your order arrives damaged, defective, incorrect, or incomplete, please contact our Customer Service team within 7 calendar days of delivery.

Keep the product, shipping cartons, labels, protective materials, and all original packaging while your claim is being reviewed. These items may be required for inspection or for a shipping carrier claim.

Please do not discard the packaging or return any merchandise without written authorization from Premium One Backdrops.

2. Custom-Printed and Personalized Products

Custom-printed and personalized products are made specifically according to the artwork, size, configuration, and specifications approved by the customer. These products are generally considered final sale and cannot be returned or refunded because of a change of mind, event cancellation, incorrect product selection, or information provided incorrectly by the customer.

Custom products may be eligible for review when they arrive with one of the following verified issues:

• A manufacturing defect that affects normal use
• Damage that occurred during transportation
• An incorrect product, size, or configuration caused by Premium One Backdrops
• A printing or production error that differs from the approved artwork
• Missing frames, graphics, hardware, lighting components, or accessories included in the confirmed order

For an approved custom-product claim, the primary resolution will normally be a replacement graphic, replacement component, repair part, corrected reprint, or complete replacement, depending on the nature of the issue.

Refunds for custom products are generally not available unless Premium One Backdrops determines that a replacement or other reasonable resolution cannot be provided, except where otherwise required by applicable law.

3. Non-Custom and Stock Products

Eligible non-custom products may be returned within 7 calendar days of delivery, provided that:

• The return has been authorized in writing by Premium One Backdrops
• The product is unused, unmodified, and in resalable condition
• The product is returned with its original packaging, parts, manuals, and accessories
• The product has not been specially ordered, customized, printed, altered, or produced for the customer
• The product is not marked as final sale or clearance

For approved non-defective returns, the customer is responsible for return shipping costs. Original shipping charges, expedited delivery fees, and rush production fees are non-refundable unless the return is caused by an error made by Premium One Backdrops.

4. Artwork Approval and Customer-Provided Information

Premium One Backdrops provides artwork proofs or design previews for custom-printed orders that require approval before production.

The customer is responsible for carefully reviewing and approving:

• Spelling, grammar, and wording
• Names, phone numbers, email addresses, and website addresses
• QR codes and other scannable information
• Logo placement, image placement, and overall layout
• Product dimensions and graphic orientation
• Colors and brand references
• Image clarity and artwork resolution
• Single-sided or double-sided printing selections

Once the customer approves the final artwork and production begins, the order cannot normally be changed or cancelled.

Premium One Backdrops is not responsible for errors that were present in customer-supplied artwork or information and were included in the approved proof. If a change is requested after approval, additional design, printing, material, or production charges may apply.

5. Color, Material, and Size Variations

We work to reproduce approved artwork as accurately as reasonably possible. However, printed colors may appear slightly different from colors displayed on a phone, tablet, or computer due to screen brightness, monitor calibration, lighting conditions, printing methods, ink, and material differences.

The following are generally not considered manufacturing defects:

• Minor color differences caused by screen or material variations
• Minor differences between separate print runs
• Small production tolerances that do not prevent normal installation or use
• Temporary wrinkles or fold marks caused by packaging and transportation
• Customer-approved low-resolution or blurry images
• Customer-approved spelling, layout, sizing, or design errors

If exact brand color reproduction is important, please provide Pantone, CMYK, or other recognized color references before approving the artwork. Exact color matching across every material and printing process cannot be guaranteed.

6. Damage Caused by Use, Installation, or Storage

Returns, replacements, or refunds are not available for damage caused by:

• Incorrect installation or failure to follow setup instructions
• Improper use, modification, or alteration of the product
• Using an indoor display outdoors
• Strong wind, rain, severe weather, or leaving an outdoor display unattended
• Improper cleaning, steaming, ironing, or exposure to excessive heat
• Improper storage, moisture, sharp objects, or avoidable impact
• Normal wear and tear resulting from repeated use

7. Shipping Damage, Lost Packages, and Missing Items

Although we carefully inspect and package orders before shipment, transportation damage or package loss may occasionally occur.

To report a shipping-related issue, please provide:

• Your order number
• A clear description of the problem
• Photos or video showing the damaged or incorrect product
• Photos of the outside and inside of the shipping carton
• A clear photo of the shipping label
• Photos of the packaging materials
• A list of any missing components

Large displays and trade show booth packages may be shipped in multiple boxes. Separate packages may have different tracking numbers and may arrive on different days. Please review all tracking numbers before reporting a missing component.

Premium One Backdrops will assist with investigating lost packages and filing eligible claims with the shipping carrier. Carrier delays, routing disruptions, severe weather, customs processing, incorrect delivery information, refused delivery, or recipient unavailability do not automatically qualify an order for a refund.

For high-value shipments, additional shipping insurance may be available upon request. Any additional insurance must be requested and confirmed in writing before the order is shipped.

8. Event Dates and Delivery Estimates

Customers are responsible for providing their event date and required delivery date before placing an urgent or time-sensitive order.

Production and delivery estimates are based on timely payment, complete order information, final artwork approval, product availability, destination, and carrier service. Unless specifically guaranteed in writing, estimated delivery dates are not guaranteed arrival dates.

Premium One Backdrops is not responsible for missed events or other losses caused by:

• Late artwork submission or delayed artwork approval
• Incorrect or incomplete delivery information
• Recipient unavailability or refused delivery
• Carrier delays or transportation disruptions outside our reasonable control
• Customs inspections, import processing, or unpaid duties and taxes

We will make reasonable efforts to assist with urgent orders and shipping issues, but an event deadline alone does not change the eligibility requirements in this policy.

9. How to Request a Replacement, Reprint, or Refund

To submit a request, please contact us within 7 calendar days of delivery:

Email: Order@premiumonebackdrops.com

Phone: (774) 478-6704

Please include:

• Your full name
• Your order number
• The product and quantity affected
• A detailed description of the issue
• Clear photographs or video evidence
• Photos of the packaging and shipping label for transit-related claims
• Your event date, when applicable

Claims submitted without sufficient information or supporting evidence may require additional review and may take longer to resolve.

10. Return Authorization

All returns require prior written authorization from Premium One Backdrops. Do not send merchandise back before receiving return instructions.

When a physical return is required, our Customer Service team will provide the approved return address and any applicable reference or authorization information.

Approved returns may be directed to:

Premium One Backdrops
881 Main St.
Pawtucket, RI 02860
United States

Please send products to this address only after receiving written authorization. Depending on the product and reason for return, a different return location may be provided.

Returned products must be securely packaged to prevent additional damage. We recommend using a trackable shipping service and retaining the shipping receipt and tracking number.

Unless the return is caused by a verified error made by Premium One Backdrops, the customer is responsible for return shipping costs.

Premium One Backdrops is not responsible for unauthorized returns, packages sent to an incorrect address, or damage caused by inadequate return packaging.

11. Available Resolutions

After reviewing the order details, approved artwork, photographs, videos, packaging, and other relevant information, Premium One Backdrops may provide one or more of the following resolutions:

• A corrected reprint
• A replacement graphic
• A replacement frame, part, light, or accessory
• A complete product replacement
• Repair instructions or replacement hardware
• Store credit
• A partial refund
• A full refund when an appropriate replacement cannot reasonably be provided

The appropriate resolution will be determined based on the nature of the issue, the affected portion of the order, product availability, and the evidence provided.

12. Refund Processing

Approved refunds will normally be issued to the original payment method within 5–10 business days after the claim is approved or, when a return is required, after the returned product has been received and inspected.

Your bank, credit card provider, PayPal, or other payment processor may require additional time before the refund appears in your account.

Refunds apply only to the approved product or portion of the order. Expedited shipping charges, rush production fees, customs duties, import taxes, brokerage charges, and other services already completed are generally non-refundable.

13. Rush and Expedited Orders

Rush production and expedited shipping fees cover additional services used to prioritize production or transportation. Once these services have started or been provided, the related fees are non-refundable.

Rush orders remain eligible for review when there is a verified manufacturing defect, printing error, incorrect product, missing component, or shipping damage. The same evidence and claim requirements described in this policy apply.

14. Questions About This Policy

For assistance with returns, replacements, damaged shipments, artwork concerns, or order issues, please contact:

Premium One Backdrops Customer Service
Email: Order@premiumonebackdrops.com
Phone: (774) 478-6704

Nothing in this policy is intended to limit any rights or remedies that may be available under applicable law.