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Return and Refund Policy

Effective Date: November 25, 2025

1. Scope and Intent

This Return and Refund Policy applies to all purchases made through the Backyard Patioverse website located at www.backyardpatioverse.com.

2. Contact Information

For questions about returns and refunds, please contact our Customer Service team:

3. Return Eligibility

Customers in the USA have the right to cancel their purchase and return the product within 14 days of receipt without providing any reason, subject to the conditions below:

3.1 Conditions for Return

  • Unused and Undamaged: Item must be unused and in the same condition received.
  • Original Packaging: Item must be in the original packaging with labels and tags.
  • Proof of Purchase: A receipt or proof of purchase is required.

4. Return Process

4.1 Initiating a Return

To initiate a return:

  • Email us at support@backyardpatioverse.com or call 1-866-326-6757 within 14 days of receiving your order.
  • Provide your order number and reason for return.
  • We will send return instructions and, if applicable, an RMA number and prepaid shipping label.

4.2 Preparing Your Return

  • Securely pack the item in its original packaging with all accessories and documentation.
  • Include the return authorization form.
  • Print and affix the provided shipping label to the package.

4.3 Shipping the Return

  • Use a trackable courier service (e.g., USPS, FedEx, UPS).
  • Ship the item within 7 days of receiving return authorization.

5. Return Shipping Costs

Customer Responsibility: All return shipping costs are the responsibility of the customer unless otherwise stated.

6. Specific Return and Refund Conditions

6.1 Returns Due to Change of Mind

  • Must be unused and returned within 30 days.
  • Refunds will be issued minus restocking fees.

6.2 Defective or Damaged Goods

  • Report within 48 hours of delivery with photo or video evidence.
  • We will provide a replacement or full refund, including shipping.

6.3 Incorrect Product Received

  • Contact us immediately.
  • We’ll arrange return shipping and ensure correct item delivery.

6.4 Product Never Arrived

  • If your order does not arrive on time, we will investigate with the carrier.
  • Confirmed lost packages will be refunded or replaced.

6.5 Order Cancellation

  • Before Shipment: Full refund available.
  • After Shipment: Please follow return procedure after delivery.

7. Exceptions to the Return Policy

The following items are non-returnable and non-refundable:

  • Custom or personalized products
  • Perishable goods (e.g., food, flowers)
  • Intimate or sanitary goods (e.g., underwear, unless unopened)
  • Gift cards and downloadable software

8. Refunds

8.1 Refund Conditions

  • Items must meet return eligibility criteria (see Section 3).
  • Refunds issued after item is received and inspected.
  • You will be notified by email about approval or rejection.

8.2 Refund Processing

  • Refunds issued to original payment method.
  • May take up to 14 business days depending on your bank.

8.3 Partial Refunds

  • Items not in original condition or missing parts not due to our error.
  • Returns received more than 30 days after delivery.

9. Exchanges

  • We replace defective, damaged, or incorrect items.
  • Contact support@backyardpatioverse.com to start an exchange.
  • Shipping is covered for damaged or incorrect items. Otherwise, the customer is responsible.

10. Timelines

  • Report and ship returns within 14 days of receipt.
  • We process refunds within 14 days of receiving the return.
  • Refunds may take an additional 14 days to appear on your account.

11. Legal Rights

This Return and Refund Policy does not affect any statutory rights you may have under applicable law.

12. Questions and Support

Note: By making a purchase on our website, you agree to this Return and Refund Policy.