Return Policy for General Products Not Specifically Outlined Below

Introduction

This Return Policy ("Terms") govern the return policies and processes between Backyard Supply Direct ("Company", "we", "us", or "our") and the customer ("Customer", "you", or "your"). By accessing or using our services and purchasing our products, you agree to be bound by these Terms.

Return Eligibility & Timeframe

• Customers have 30 calendar days from the date of delivery to request a return for general-products (non-manufacturer specific).

• Returned items must be unused, in the original packaging, and in resalable condition.

Restocking Fee & Payment Processing

• A 25% restocking fee will be applied to the refund amount for all approved returns of general products.

• Once your return is received and inspected, refund processing will begin. Please allow up to 14 days for the payment to be posted back to the original method of payment.

Return Shipping & Procedure

• Unless otherwise stated, the customer is responsible for return shipping costs for general products.

• To initiate a return: contact our support team, obtain a Return Merchandise Authorization (RMA) number, clearly mark the RMA on the outside of the package, and ship to the address provided.

• Please retain proof of shipment/tracking. We recommend using a carrier with insurance for high-value items.

• Refunds will be issued to the original payment method. Shipping, handling, and any original freight are non-refundable.

Exceptions & Non-Returnable Items

• Items marked as “final sale”, “clearance”, or “customized” are not eligible for return under this general policy unless stated otherwise.

• Products that are damaged, missing parts, or no longer in their original condition may be denied or incur additional charges.

Return Policy – HPC Fire Inspired Products

Products manufactured by HPC Fire Inspired follow a return and warranty process that is separate from our general store policy. By purchasing an HPC-manufactured item through our store, you agree to the following HPC-aligned requirements.

Return Eligibility & Timeframe

• Returns for HPC Fire Inspired products are accepted within 30 days of the original shipment date.

• All returns must be pre-approved and require a valid RMA (Return Merchandise Authorization) issued by HPC Fire Inspired.

• Products must be:

  • Unused

  • In original condition

  • In original packaging

  • Free from installation marks, damage, wear, or missing parts

HPC will not accept returns without an approved RMA.

Restocking Fee

• All non-warranty returns of HPC products are subject to a 25% restocking fee (updated), deducted from the refund amount.

• Restocking fees are determined by HPC and are non-negotiable.

Return Shipping

• Customers are responsible for:

  • All return shipping costs

  • Ensuring the item is securely packaged

  • Providing tracking information when requested

HPC is not responsible for loss or damage during transit. Insured shipping is strongly recommended.

Non-Returnable Items

HPC Fire Inspired does not permit returns on:

• Custom-built, made-to-order, or special-order items

• Products that have been installed, used, modified, or exposed to the elements

• Items without original packaging

• Any product returned without an approved RMA

• Returns requested beyond the 30-day window

Warranty-Related Returns

If your HPC product appears to have a manufacturing defect, it must be handled through the HPC Fire Inspired Warranty Process.

Important notes:

• Warranty determination is made solely by HPC Fire Inspired.

• If HPC confirms a warranty-covered defect, they will repair or replace the item at their discretion.

• If HPC determines the item is not defective, it will be returned to you and no refund or credit will be issued.

Warranty does not cover:

• Improper installation

• Incorrect fuel type or gas pressure

• Environmental/weather damage

• Misuse, abuse, or negligence

How to Initiate a Return

1. Contact our support team to request an HPC return.

2. We will submit the request to HPC for approval.

3. If approved, you will receive:

   • An RMA number

   • Return shipping instructions

4. Ship the product to the provided address with the RMA clearly displayed.

5. After HPC inspects and approves the return, your refund (minus the 25% restocking fee) will be issued.

Refund Processing

• Refunds are issued after HPC receives and inspects the item.

• A 25% restocking fee will be deducted.

• Original and return shipping costs are non-refundable.

Return Policy – The Outdoor Plus (TOP) Manufactured Products

(Mirrors the official policy at theoutdoorplus.com/warranty-policies/)

Products manufactured by The Outdoor Plus (TOP) follow a strict and unique set of return and warranty conditions. By purchasing TOP products from our store, you agree to the terms detailed below, which reflect The Outdoor Plus’ official policies.

1. Categories of Return Requests

The Outdoor Plus handles returns according to three distinct categories:

A) TOP Error

This applies when The Outdoor Plus ships:

• the wrong item,

• the wrong quantity, or

• an item with incorrect specifications when compared to the original purchase order.

Under TOP Error:

• TOP will issue credit for the products.

• TOP will cover the outgoing freight.

• An RMA must still be issued before returning any items.

B) Customer Error

This applies when the customer ordered the incorrect product, changed their mind, or made any ordering mistake not caused by The Outdoor Plus.

For Customer Error returns:

• The product must be new, unused, uninstalled, and in original packaging.

• The customer is responsible for return shipping and all freight costs.

• A 25% restocking charge will be deducted from the credit issued.

• Credit is issued only after TOP receives and inspects the product.

• No credit will be issued for items that:

  • show installation marks

  • are missing original packaging

  • are damaged due to improper repackaging

  • are not in new condition

An RMA is required for all Customer Error returns.

C) Custom, Made-to-Order, or Special-Order Products

TOP does not accept returns on any of the following:

• Custom-made products

• Made-to-order or built-to-specification items

• Products with custom finishes, custom sizes, or custom features

NO EXCEPTIONS.
This applies even in Customer Error cases.

2. Damaged or Incorrect Shipments

The Outdoor Plus requires that all damage claims and incorrect shipment notifications be reported within 48 hours of delivery.

To qualify for replacement or correction:

• Damage must be documented with photos.

• The BOL (Bill of Lading) must be noted at the time of delivery if visible damage exists.

• Failure to report damage within 48 hours may void the ability to receive credit or replacement.

3. Defective Items & Warranty Claims

Defective products are not processed as “returns.” They follow The Outdoor Plus’ Warranty Evaluation Procedure.

Warranty Process Overview

• All defective-product claims require a Warranty Evaluation Form and supporting documentation (photos, detailed description, installation details when applicable).

• Once reviewed, TOP determines whether the defect is covered under warranty.

• If approved, TOP will repair or replace the defective item.

• TOP covers the outbound freight for approved warranty replacements.

• If TOP determines the product is not defective, the product will be returned to you and no credit will be issued.

Warranty Does Not Cover:

(as stated by TOP)

• Improper installation or incorrect gas type/pressure

• Damage due to weather exposure, rust, corrosion, or discoloration

• Water intrusion or moisture damage

• Damage from misuse, negligence, or lack of proper protection

• Heat damage resulting from incorrect enclosure airflow or burner installation

• Normal wear and tear

These are explicitly excluded by The Outdoor Plus.

4. RMA (Return Merchandise Authorization) Requirements

All returns—regardless of reason—require:

• A valid RMA issued by The Outdoor Plus

• Return of products to the address provided by TOP

• Compliance with packaging and shipping instructions

Items shipped back without an RMA will be refused.

5. Credit Issuance

Credit is issued only when:

• TOP receives the returned product,

• TOP inspects and approves the return,

• The product is deemed eligible (Customer Error or TOP Error only), and

• The product is in new, unused, original condition.

Deductions

• Customer Error: 25% restocking fee

• TOP Error: no restocking fee

• All freight charges deducted or billed where applicable

Shipping costs are non-refundable.

Questions and Support

For more information, please:

• Contact the Backyard Supply Direct Customer Service Team:
  • Email: support@backyardsupplydirect.com
  • Phone: 1-732-320-9269
  • Address: 1515 State Route 35 - Suite 1007, Middletown, NJ 07748