Return and Refund Policy
At Backyard Essentials, we stand by the quality of our products and want you to be completely satisfied with your purchase. We also understand that sometimes plans change, and you may need to return or cancel an order. Below is our comprehensive return, refund, and cancellation policy.
Easy Returns
We offer a 30-Day Return Policy for your convenience. If you decide to return an item for any reason within 30 days of receiving your order, follow these steps:
- Contact Us: Email us at sales@backyardessentials.ca with your order number.
- Return Shipping: Customers are responsible for the return shipping costs.
- Condition Requirements: All returned items must arrive at our warehouse in “Like New” condition with all original packaging and accessories. Items with visible wear, damage, or missing components will not qualify for a refund.
Once we receive and inspect your return, we will notify you via email. Refunds may take up to 5 business days to process once it has been determined that the return is eligible for a refund.
Damages
If your item arrives damaged:
- Document the Damage: Note any damage on the delivery receipt immediately upon receipt of the package.
- Send Photos: Email photos of the damaged product to sales@backyardessentials.ca on the day of delivery.
We will cover the return shipping costs for defective, damaged, or incorrect merchandise and work to ensure you receive the correct or undamaged product as quickly as possible.
Please note that items damaged after use are non-refundable unless covered under warranty.
Cancellations
- Before Shipment: Orders canceled before shipment will receive a full refund.
- After Shipment: If the order has shipped, the cancellation will fall under our 30-Day Return Policy, and return shipping costs will apply.
To cancel an order, contact us immediately at sales@backyardessentials.ca or call our customer service team at (888) 864-4172.
Special Vendor Policies
For some products, specific vendor policies may apply:
- Products from vendors such as Dundalk LeisureCraft and others may not support our standard return policy due to logistical limitations. These products will be clearly noted in their descriptions or specific product return terms.
- Restocking fees or additional conditions may apply for certain products returned to the manufacturer. Any such fees will be waived by Backyard Essentials, as we never charge restocking fees to our customers.
Other Important Notes
- Non-Returnable Items: Products marked as certified pre-owned or used are ineligible for returns.
- Temporary Use: We do not accept returns for items purchased for temporary use, such as trade shows, conferences, or promotional events.
- Packaging: All returns must include the original packaging and accessories.
Contact Us
We aim to make the return process simple and hassle-free. For assistance with returns, refunds, or cancellations, please contact us at:
- Email: sales@backyardessentials.ca
- Phone: (888) 864-4172
Our team is here to help and ensure your experience with Backyard Essentials exceeds expectations.