Refund & Returns Policy

Last updated: June 2025

We stand behind every product we sell. If something goes wrong, we want to make it right. Here's exactly how our return and refund process works.

Return Window

Most products can be returned within 30 days of delivery for a refund of the product purchase price, provided the item is in original, unused condition with all original packaging. Certain product categories have different return terms — see below.

How to Initiate a Return

1. Contact us first: call 1-732-320-9269 or email support@backyardsupplydirect.com to let us know you'd like to return an item and the reason.
2. We will issue a Return Merchandise Authorization (RMA) number and return shipping instructions.
3. Package the item securely in its original packaging with all included hardware, accessories, and documentation.
4. Ship the item back using the carrier and instructions provided. Do not return items without an RMA number — unauthorized returns cannot be processed.
5. Once we receive and inspect the item, we will process your refund within 5–7 business days to your original payment method.

Restocking Fees

Returns on products in original, undamaged condition: no restocking fee on most items under $500.

For large, heavy, or freight-shipped items, a restocking fee of 15–25% may apply to cover return freight and re-processing costs. This will be disclosed before you complete the return process — there are no surprises.

Return Shipping Costs

• Defective or damaged items: We cover all return shipping costs.
• Incorrectly shipped items (our error): We cover all return shipping costs.
• Change of mind or buyer's remorse: Return shipping is the responsibility of the customer. For large freight items, this can be significant — we recommend calling us before purchasing if you have any uncertainty about whether a product is right for your application.

Product-Specific Return Terms

Made-to-Order Products

The Outdoor Plus fire bowls, fire pits, and some other made-to-order products are manufactured specifically for your order. These products cannot be returned unless defective or damaged in shipping. Please review your order carefully before confirming. If you have questions about a product before purchasing, call us — we'd rather spend 10 minutes on the phone helping you choose correctly than process a complicated return.

Installed Products

Products that have been installed, used, or assembled cannot be returned as new items. If a product fails after installation due to a manufacturing defect, this is handled under the manufacturer's warranty rather than as a return.

Large Freight Items (Saunas, Pergolas, Pizza Ovens)

For very large items, the return process involves freight carrier coordination and may take 1–2 weeks to complete. We'll walk you through the entire process. Contact us as soon as you decide to return — earlier coordination makes the process smoother for both parties.

Damaged or Defective Items

If your product arrives damaged or has a manufacturing defect:

• Freight deliveries: Note the damage on the delivery receipt before signing and photograph everything immediately. Contact us same day. This documentation is critical for freight claims.
• Parcel deliveries: Photograph the damage and contact us within 5 business days of delivery.
• Defects discovered after installation: Contact us with photos and a description. Most defects are covered under the manufacturer's warranty, which we will help you navigate.

We will arrange repair, replacement parts, or replacement of the item — whichever is most appropriate — at no charge to you.

Warranty Claims

Product defects after the return window are handled through the manufacturer's warranty, not through returns. We will assist you in filing and processing warranty claims with the manufacturer. For warranty questions, contact us at 1-732-320-9269.

Refund Timing

Once your return is received and inspected, refunds are processed within 5–7 business days. The refund is returned to your original payment method. Credit card refunds typically appear on your statement within 3–5 additional business days depending on your bank.

Contact Us

Phone: 1-732-320-9269
Email: support@backyardsupplydirect.com
Hours: Monday–Friday, 9am–5pm EST