Voyageprint has your back, our policy is if an item arrives damaged we will replace it. However, please note that claims of damage must be entered within 3 days of the items delivery. We will not refund any custom item. Our sole policy is to replace the item. This policy is the policy of every printer in the world. As you can understand sometime we get get the whole buyers remorse and or the fact that you purchased a grand backdrop for an event. However, our policy is simply to replace the item if it arrives damaged. We will not offer a refund.