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Return and Refund Policy
Last Updated: October 9, 2026
At Backyard America, we want you to understand your return options before purchasing. Eligible products may be returned under the terms below. Certain products, including custom and special-order items, are final sale for change-of-mind purposes.
Nothing in this policy limits rights or remedies you may have under applicable consumer protection or warranty laws.
For return, exchange, or refund questions, contact [email protected].
30-Day Returns for Eligible Products
You have 30 days after receiving an eligible item to request a return.
To qualify for a change-of-mind return, the item must:
Be unused, uninstalled, and in the same condition as received.
Include its original packaging, labels, accessories, manuals, and supplied components.
Be accompanied by a receipt, order confirmation, or other proof of purchase.
Not fall within the exclusions listed below.
These condition and packaging requirements apply to voluntary change-of-mind returns. They do not automatically exclude claims involving defective, damaged, or incorrect products.
How to Request a Return
Email [email protected] within the applicable return period. Include:
Your order number.
The item you wish to return.
The reason for the return.
Photographs where relevant to the request.
We will review your request and provide return instructions if it is approved, including the return destination and any shipping arrangements or charges.
Please contact us before sending an item back. Products may need to be returned to a designated warehouse or supplier rather than the original shipping address.
Approval of a change-of-mind return is subject to inspection confirming that the item meets this policy’s requirements. Unauthorized returns may be refused, subject to applicable law.
Return Shipping and Delivery Charges
For approved change-of-mind returns, you are responsible for return shipping, freight, or collection costs. Original shipping and delivery charges are not refundable unless we agree otherwise or applicable law requires a refund.
If we arrange a return label or collection, we will tell you the cost before you agree to the arrangement. Providing a return label does not necessarily mean that return shipping is free.
We will not impose an undisclosed restocking fee. Any applicable fee must have been clearly disclosed before purchase and be permitted by law.
Different arrangements may apply to damaged, defective, or incorrect items, as explained below.
Non-Returnable Items
The following are not eligible for ordinary change-of-mind returns unless we expressly agree otherwise in writing:
Custom, made-to-order, or personalized products.
Products specially ordered from a manufacturer or distributor at your request.
Special-order sauna heaters, saunas, and other specialty equipment.
Sale or clearance items identified as final sale before purchase.
Gift cards, except where redemption or a refund is required by law.
Special-order and final-sale restrictions will be identified in the product listing, checkout information, or written quote before purchase.
These exclusions do not eliminate applicable rights concerning defective or misdescribed goods, incorrect shipments, warranties, or legally required cancellations and refunds.
Damaged, Defective, Incorrect, or Missing Items
Please inspect your order as soon as reasonably possible after delivery.
If an item is damaged, defective, incorrect, or missing, contact [email protected] promptly with your order number, a description of the issue, and photographs where available.
For visible freight damage or shortages, note the issue on the delivery receipt where possible. Keep the packaging while the matter is being assessed, where reasonably practical.
We will investigate and arrange an appropriate resolution, which may include repair, replacement parts, replacement of the product, or a refund, depending on the circumstances and applicable law. We will also confirm any necessary return or collection arrangements.
Do not use or install an item that appears unsafe.
Signing a delivery receipt, opening packaging, or discovering a concealed defect later does not, by itself, waive your legal rights. The 30-day change-of-mind return period does not replace applicable warranty rights.
Exchanges
Exchanges may be available for eligible products, subject to approval and stock availability.
If you voluntarily choose an exchange for a lower-priced item, any price difference will be issued as store credit with your agreement. If you qualify for a refund under this policy, you may choose that refund instead of accepting an exchange.
If the replacement item costs more, you must pay the difference before it ships.
Store credit will not replace a monetary refund required by law.
Cancellations and Shipping Delays
Custom and special-order purchases are generally not cancellable for change-of-mind reasons once the order has been placed with the manufacturer or production has begun, provided that restriction was disclosed before purchase.
However, final-sale and special-order terms do not override applicable rights when we cannot ship within the required timeframe.
Where a shipping delay gives you a legal right to cancel, we will follow the notification, consent, cancellation, and refund procedures described in our Shipping Policy and applicable law. Legally required refunds will not be reduced by cancellation or restocking fees.
Refund Processing
Once an authorized return is received and inspected, we will notify you whether the refund is approved. If it is declined or adjusted, we will explain why.
Approved refunds will be returned to the original payment method unless another method is required by law or agreed with you.
For ordinary voluntary returns, we aim to issue an approved refund within 10 business days after receiving and inspecting the item. Your bank or payment provider may require additional time to post the credit.
Where applicable law requires a faster refund or a refund before returned goods are received, that requirement takes priority.
Refunds include applicable refundable sales tax and are subject only to deductions disclosed under this policy and permitted by law.
If you have not received an expected refund, contact [email protected].
Contact Us
Backyard America
Email: [email protected]