Refund policy
Return and Refund Policy
Effective Date: March 15, 2026
1. Scope and Intent
This Return and Refund Policy applies to all purchases made through the BackyardEase website located at www.backyardease.com ("Website"). We stand behind every product we sell and are committed to making your experience as smooth and stress-free as possible.
2. Contact Information
For questions about returns and refunds, please contact our Customer Service team:
Email: support@backyardease.com
Phone: +1 (706) 807-2323
Address: 8735 Dunwoody Pl STE R, Atlanta, Georgia 30350, US
Hours: Monday–Friday, 9:00 AM – 5:00 PM ET
3. Return Eligibility
Customers in the United States have the right to request a return within 30 days of receipt of their order, 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 returned in its original packaging, with all labels, tags, and components intact.
- Proof of Purchase: A receipt or order confirmation is required.
4. Return Process
4.1 Initiating a Return
To initiate a return:
Step 1 — Contact Customer Service:
Email us at support@backyardease.com or call +1 (706) 807-2323 within 30 days of receiving your order. Please provide your order number and the reason for the return.
Step 2 — Return Authorization:
After reviewing your request, we will provide detailed return instructions and, where applicable, a Return Merchandise Authorization (RMA) number and return shipping guidance.
4.2 Preparing Your Return
- Securely pack the item in its original packaging.
- Ensure all accessories, hardware, manuals, and any included components are included.
- Include your return authorization confirmation and order number inside the package.
4.3 Shipping the Return
- Ship the package within 7 days of receiving your return authorization.
- Use a trackable shipping method to ensure your package arrives safely.
- Keep your tracking number for your records.
5. Return Shipping Costs
All return shipping costs are the responsibility of the customer, except in cases where the item arrived defective, damaged, or incorrect (see Section 6.2 and 6.3 below).
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 submitted within 30 days of receipt.
Refund:
A refund will be issued to the original payment method. A restocking fee of up to 15% may apply for large or freight-shipped items. Return shipping costs are the responsibility of the customer.
6.2 Defective or Damaged Goods
Notification:
Contact us within 48 hours of receiving the item.
Documentation:
Provide clear photos or videos showing the defect or damage.
Resolution:
We will offer a replacement or a full refund, including return shipping costs covered by BackyardEase.
6.3 Incorrect Product Received
Notification:
Inform us immediately upon receipt of the wrong item.
Resolution:
We will arrange for the incorrect item to be returned at our expense and ensure you receive the correct product promptly.
6.4 Product Never Arrived
Notification:
Contact us if your product does not arrive within the estimated delivery window provided at checkout.
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 at no additional charge.
6.5 Order Cancellation
Before Shipment:
You may cancel your order for a full refund at any time before it has been shipped. Contact us immediately at support@backyardease.com.
After Shipment:
If your order has already shipped, please follow the standard return procedure after receiving the product.
7. Exceptions — Non-Returnable Items
The following items are non-returnable and non-refundable:
- Custom or personalized products made to your specifications.
- Items that have been assembled, installed, or used.
- Perishable goods.
- Intimate or sanitary goods, unless unopened and unused.
- Gift cards.
- Items marked as final sale at the time of purchase.
8. Refunds
8.1 Refund Conditions
Refunds are issued after we receive and inspect the returned item. We will notify you by email regarding the approval or rejection of your refund. Items must meet the return eligibility criteria outlined in Section 3 above.
8.2 Refund Processing
Method: Refunds will be processed to the original payment method used at the time of purchase (PayPal or Venmo).
Time Frame: Please allow up to 10 business days for the refund to appear in your account after approval, depending on your payment provider.
8.3 Partial Refunds
Partial refunds may be granted in the following situations:
- Items returned not in original condition, damaged, or missing parts for reasons not due to our error.
- Items returned more than 30 days after delivery.
- Large or freight-delivered items subject to a restocking fee.
9. Exchanges
Eligibility:
We replace items if they are defective, damaged, or incorrect.
Process:
To request an exchange, contact us at support@backyardease.com with your order number and details.
Shipping Costs:
- For defective or incorrect items: BackyardEase covers all shipping costs.
- For exchanges due to change of mind: The customer is responsible for shipping costs in both directions.
10. Timelines Summary
- Return window: 30 days from date of receipt.
- Return shipment deadline: 7 days after receiving return authorization.
- Return processing time: Up to 5 business days after we receive and inspect the item.
- Refund posting time: Up to 10 business days after approval, depending on your payment provider.
11. Legal Rights
This Return and Refund Policy does not affect any statutory rights you may have under applicable federal or state law.
12. Questions and Support
For more information or to initiate a return, please contact our Customer Service team:
Email: support@backyardease.com
Phone: +1 (706) 807-2323
Address: 8735 Dunwoody Pl STE R, Atlanta, Georgia 30350, US
Hours: Monday–Friday, 9:00 AM – 5:00 PM ET
By making a purchase on our Website, you agree to this Return and Refund Policy.
BackyardEase
support@backyardease.com
+1 (706) 807-2323
8735 Dunwoody Pl STE R, Atlanta, Georgia 30350, US
www.backyardease.com