Return and Refund Policy
Return and Refund Policy
Effective Date: 04/10/2025
1. Scope and Intent
This Return and Refund Policy applies to all purchases made through the Backyard Luxury US website located at backyardluxuryus.com ("Website").
2. Contact Information
For questions about returns and refunds, please contact our Customer Service team:
- Email: support@backyardluxuryus.com
- Phone: 888-831-2852
Hours: Monday–Friday, 9am-5pm PST
3. Return Eligibility
Customers in the United States have the right to cancel their purchase and return the product within 30 days of receipt without providing any reason, subject to the conditions outlined below.
3.1 Conditions for Return
- Unused and Undamaged: The item must be unused, undamaged, and in the same condition that you received it.
- Original Packaging: The item must be in the original packaging, with all labels and tags attached.
- Proof of Purchase: A receipt or proof of purchase is required.
4. Return Process
4.1 Initiating a Return
To initiate a return:
- Contact Customer Service:
- Email us at support@backyardluxuryus.com or call 888-831-2852 within 30 days of receiving your order.
- Provide your order number and a detailed reason for the return.
- Return Authorization:
- After reviewing your request, we will provide detailed return instructions and, if applicable, a Return Merchandise Authorization (RMA) number and a prepaid shipping label.
4.2 Preparing Your Return
- Package the Item Safely:
- Securely pack the item in its original packaging.
- Ensure all accessories, manuals, and free gifts are included.
- Include Documentation:
- Include the return authorization form and any necessary supporting documents or images.
- Attach Shipping Label:
- Download and print the return shipping label provided in our email.
- Affix the label to the outside of the package.
4.3 Shipping the Return
- Shipping Method:
- By mail only.
- Once your return is authorized, please ship the item back within 7 days using the prepaid return label provided.
5. Return Shipping Costs
- Backyard Luxury US provides free return shipping labels for all eligible returns. Customers may download and print the prepaid label we provide during the return authorization process. Please ensure the item is securely packaged and shipped back within the return window.
6. Specific Return and Refund Conditions
6.1 Returns Due to Change of Mind
- Eligibility:
- Items must be unused, undamaged, and in original packaging.
- Return request must be made within 30 days of receipt.
- Refund:
- A refund will be issued to the original payment method, minus any applicable restocking fees (25% of the product price).
6.2 Defective or Damaged Goods
If your item arrives defective or damaged, please contact us within 48 hours of delivery with photos or videos of the issue. We will provide a prepaid return shipping label and offer either a replacement or a full refund.
6.3 Incorrect Product Received
- Notification:
- Inform us immediately upon receipt.
- Resolution:
- We will arrange for the incorrect item to be returned (at our expense) and ensure you receive the correct product.
6.4 Product Never Arrived
- Notification:
- Contact us if your product does not arrive within the estimated delivery time.
- Resolution:
- We will initiate an investigation with the carrier.
- If the product is confirmed lost, we will offer a full refund or send a replacement product.
6.5 Order Cancellation
- Before Shipment:
- You can cancel your order for a full refund if it has not yet been shipped.
- After Shipment:
- If the order has already been shipped, please follow the return procedure after receiving the product.
7. Exceptions to the Return Policy
The following items are non-returnable and non-refundable:
- Custom or Personalized Products:
- Items made to your specifications or clearly personalized.
- Perishable Goods:
- Such as food, flowers, newspapers, or magazines.
- Intimate or Sanitary Goods:
- Including underwear, swimwear, and personal care items, unless unopened and unused.
- Gift Cards and Downloadable Software Products.
8. Refunds
8.1 Refund Conditions
- Approval:
- Refunds are issued after we receive and inspect the returned item.
- Notification:
- We will notify you via email regarding the approval or rejection of your refund.
- Condition:
- Items must meet the return eligibility criteria outlined in Section 3.
8.2 Refund Processing
- Method:
- Refunds will be processed to the original payment method used at the time of purchase.
- Time Frame:
- It may take up to 7 days for the refund to appear in your account, depending on your bank or credit card issuer.
8.3 Partial Refunds
Partial refunds may be granted in certain situations:
- Condition Issues:
- Items not in original condition, damaged, or missing parts for reasons not due to our error.
- Late Returns:
- Items returned more than 31 days after delivery.
9. Exchanges
- Eligibility:
- We replace items if they are defective, damaged, or incorrect.
- Process:
- To request an exchange, contact us at support@backyardluxuryus.com.
- Shipping Costs:
- Backyard Luxury US provides free prepaid return shipping labels for all eligible exchanges, regardless of reason. Customers may download and print the prepaid label we provide during the exchange process.
10. Timelines
- Return Window:
- Returns must be reported and shipped within 30 days of receiving the product.
- Return Processing:
- After receiving and inspecting the returned item, we will process the refund within 7 days.
- Refund Period:
- It may take up to 7 days for the refund to appear in your account after approval.
11. Legal Rights
This Return and Refund Policy does not affect any statutory rights you may have under applicable law.
14. Questions and Support
For more information, please:
- Contact our Customer Service team:
- Email: support@backyardluxuryus.com
- Phone: 888-831-2852
Note: By making a purchase on our Website, you agree to this Return and Refund Policy.
Backyard Luxury US
Backyardluxuryus.com
888-831-2852
