What is your return policy?

You can return unused backdrops for a refund within 30 days of receiving your order, subject to the following terms:

Return Policy Terms:

  • Backdrops must be returned unused and in their original packaging.
  • Buyers are responsible for return postage costs, but we'll refund original shipping costs if they were charged (equal to the least expensive delivery option if an express option was used). Shipping costs won't be refunded for partial returns.
  • For partial bundle returns, we will refund the pro-rata amount.
  • If an exchange is required, items can be returned for a pro-rata refund, then you'll need to place a new order (including any re-shipping costs or difference in pricing).
  • Custom orders cannot be returned.
  • A tracked service should be used, we cannot take responsibility for lost returns.
  • If a backdrop is returned with any signs of use or damage, we will not be able to accept it. We are a small business and we appreciate your honesty.
  • For customers outside the UK or USA, please be aware our larger tubes can be quite expensive to return, so be certain before purchasing.
  • Refunds will be credited back via the payment method used to make the original purchase.
  • Most credit card payments take 1-3 working days to process. International PayPal refunds can take up to 6 working days.

How do I start a return?

Just answer some quick questions then we'll provide a return authorisation:
Submit your return here →


Our return addresses:

UK

Pineapple Express (your order number)
48-50 Jane Street 
Edinburgh 
EH6 5HG
United Kingdom

USA

Pineapple Express  (your order number)
15 Boulden Circle Ste 100
FF541807 Fishisfast
New Castle, DE (Delaware)
19726-9004
USA

Rest of the World

Pineapple Express  (your order number)
48-50 Jane Street 
Edinburgh 
EH6 5HG
United Kingdom