Return Policy

Returns and Refunds

Backyard Supplies will accept a return on most items that are in new, unused/unopened condition and are not custom or specially ordered within thirty (30) days of delivery for a refund, less any shipping and handling charges, and less a minimum of twenty percent (20%) restocking fee but up to thirty percent (30%) depending on the vendor. The restocking fee does not apply to returns due to our error. All returns, exchanges, and warranties are subject to our Terms of Use.

Backyard Supplies will provide a prepaid return shipping label for defective products and for any return due to our error. For any other return, the customer is responsible for return shipping costs. Be sure to obtain a tracking number for your return items sent to Backyard Supplies.

Return Merchandise Authorization (RMA)

To start a return, contact us at sa***@**************es.com or 855-310-9273 to obtain a Return Merchandise Authorization (RMA) number.

Your RMA number must be visible on the returning package or it will be refused by the vendor.

Per the Backyard Supplies Terms of Use, products returned without an RMA number will be refused and sent back to the customer at the customer's expense. Any product returned past 30 days from the date of delivery will be disposed of and no credit will be issued.

Damaged Products

If your product arrives damaged, please contact us within forty-eight (48) hours of delivery at sa***@**************es.com or 855-310-9273 with your order number, a description of the damage, and photographs clearly showing the damage and the packaging. We will work with you to arrange a replacement, repair, or full refund at our discretion, including coverage of any return shipping costs.

Products Not Functioning Properly

If your product is not functioning properly, please call the Backyard Supplies Technical Support Department as soon as possible (but not later than thirty (30) days from delivery) at 855-310-9273 during regular business hours, Tue–Sat 9am–5pm EST. In most instances, our Technical Support representatives can assist you in diagnosing and resolving your product problems.

However, in instances where a product is truly defective, the manufacturer of the product, or Backyard Supplies in its sole discretion, will repair or replace the product, in whole or in part as necessary, with an even exchange of the same item or replacement parts, subject to in-stock availability. Replacement items ship the same week the defective item is received and inspected by our Returns Department.

Non-Returnable Items

Custom and special orders may not be returned. The following items are also not eligible for return:

• Inground Pool Kits, regardless of the brand, cannot be returned.
• Inground Pool Liners, regardless of the brand, cannot be returned.
• Semi-inground pools, regardless of the brand, cannot be returned.
• Automatic Swimming Pool Covers, regardless of the brand, cannot be returned.
• Safety Mesh & Solid Swimming Pool Covers, regardless of the brand, cannot be returned.
• Custom orders of the items above: once payment and signed documents are received, orders cannot be canceled.
• Replacement DE Filter and Cartridge Filter Elements that have been opened cannot be returned.
• Above Ground Pool Kits, regardless of the brand, cannot be returned.
• Above Ground Pool Liners, Aluminum Pool Coping, Individual Pool Wall Panels, Individual Pool Wall Braces, regardless of the brand, cannot be returned.
• Inground Spas, Spill Over Spas or Above Ground Spas & Hot Tubs, regardless of the brand, cannot be returned.
• Pool Slides, regardless of the brand, cannot be returned.
• Pool Chemicals cannot be returned.
• Pool Krete or Pool Base with vermiculite cannot be returned.
• Pool Heaters & or Pool Chillers cannot be returned.
• Pool Ladders & Pool Handrails manufactured by Global Pool Products or S.R. Smith cannot be returned.
• Diving Boards cannot be returned.
• ADA lifts cannot be returned.
• Game Tables, Pool Tables, Foosball Tables, Air Hockey Tables, Shuffle Board Tables, Poker Tables & Game Room Furniture, regardless of the brand, cannot be returned.
• Patio Furniture, Fire Pits, Outdoor Heaters & Pool Lounge Chairs, regardless of the brand, cannot be returned.
• Custom Grill Carts & Islands (cut for specific grill/refrigerator sizes), regardless of the brand, cannot be returned. If production has started on a custom grill cart/island, orders cannot be canceled.
• Saunas, regardless of the brand, cannot be returned.
• Massage Chairs, regardless of the brand, cannot be returned.
• Pool Lights, if the box has been opened, and or the factory packaging opened in any fashion, cannot be returned.
• Replacement light bulbs, opened or unopened, cannot be returned.
• Water treatment products and other hazardous materials that have been opened, unsealed, or used cannot be returned, due to safety regulations and Department of Transportation (DOT) hazardous materials shipping restrictions.
• Custom or special-order items manufactured or configured to your specifications cannot be returned.
• Items that have been installed, assembled (unless defective), or modified from their original condition cannot be returned.
• Clearance or final-sale items expressly marked as non-returnable at the time of purchase cannot be returned.
• Gift cards and store credits cannot be returned.
• Items returned damaged, incomplete, or not in their original packaging will not be accepted.

Special return restrictions apply to certain brands. Please reach out to sa***@**************es.com for return eligibility and instructions on these products.

Warranties

With your purchase of any product from backyardsupplies.com, you shall be provided with the product manufacturer's warranty, if any. Backyard Supplies does not separately provide any warranty to any product purchased on the Site. Further, Backyard Supplies EXPRESSLY DISCLAIMS ANY AND ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING THE WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE as to all products sold on the Site.