Return and Refund Policy

Cancellations & Refunds: At Luxury Backyard Store we pride ourselves on having the best return policies in the industry. Cancel your order any time before it ships completely free of charge (exceptions apply such as custom orders, see below). 

If you have questions, please send an email to team@luxurybackyardstore.com or call us at 1.877.454.7595

Cancellations (Before Order Ships)

If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse. Reach agents during business hours at 1.877.454.7595, the chat in the bottom right, or email team@luxurybackyardstore.com any time. 

Cancellations of Custom Orders

Custom or made-to-order products cannot be canceled or refunded as these products are put into production specifically for your order. Custom order brands include [currently we do not offer custom brands].

These units are custom-made to your specification or created once you order. Once you place your order they start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us. 

All sales are final for Custom made and Made-to-order products.

Refunds and Returns

If you need to exchange your product, you may do so. You, as the customer, are responsible for any shipping costs throughout any returns and exchange processes. 

Due to drastically increasing LTL/freight shipping costs, any outright returns will incur a 25% cancellation fee + return shipping costs. If you are replacing the product with something else, we may be able to help you cover some of the costs depending on the product. 

Shipping Times

We promise to do our best to get your order to you as soon as possible.  We provide estimated shipping times on the product pages. All orders are dispatched within 1-2 business days and delivered within 5-7 business days.

Order delays have proven to be unavoidable and outside of Luxury Backyard Store's control. While this might be frustrating, we ask you to please be patient and understanding with us in these tough times. We thank you for your business and appreciate your patience.

Please Read the Following

When you are making a purchase from Luxury Backyard Store, you are acknowledging the following of the Exchange Agreement:

• I understand I am to inspect the package upon delivery, and notate and take pictures if there is any damage and provide it to Luxury Backyard Store within 24 hours of the product being delivered.

• I understand that I am responsible for the cost of return shipping and the cost of a new product shipping in the case of a refund or exchange. 

• I understand that products need to be returned unopened and unused.  An additional restocking fee may occur.

• I understand that if my order has left the warehouse, I am unable to receive a full refund. 

• I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees and restocking fees, which vary by product, but are usually around 25%. 

Damages

Please inspect the packaging of your item(s) when they arrive, if you notice any damage, you should make note of it when signing for delivery.  If your item(s) arrive damaged please send photos of the damage, box, and SKU, along with a brief description of the damage to team@luxurybackyardstore.com and we will process an insurance claim on your behalf. Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures or visible signs of exterior damage must be reported within 24 hours. 

 

Warranty

Warranties vary depending upon the manufacturer - see individual product pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival, and not reported within 30 days, that is not a warranty claim.

Returns

The [store name] default is that customers will be responsible for all return shipping charges or re-consignment fees caused by customer error, unless otherwise stated on the product page. 

All of our products have guaranteed warranty policies - meaning that you will 100% get a fully functional, operating product that you paid for without any extra expenses incurred on your end - please see individual product pages for details. 

BOGO Promotions

In the event of a BOGO promotion, both items must be returned for a full refund. If one of the two items is returned, you will get a replacement of that item or store credit for the value of that item when purchased on its own. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges and depending on the manufacturer, potentially a restocking fee. Refunds will only be issued to the original credit card that you used when placing your order.

All customers agree that they have read, understand, and agree to the terms and conditions above. 

Individual items will have varying refund and return policies depending on the manufacturer. Please see individual product pages for details or contact team@luxurybackyardstore.com

Chargebacks

Our team of agents is here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry.  We are on your team. We are immediately responsive and will do all that we can to help you out and provide the best resolution.

Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together.  Thank you for shopping with us!

Contact team@luxurybackyardstore.com for any questions.

Brand Specific Policies:

For Amantii, Sierra Flame, HPC, Remii & Schwank products See Below:

Shipping & Freight Claims Policy

We take great care in ensuring that your order is delivered promptly and in perfect condition. However, in the event that damage or shortages occur during shipping, please follow the guidelines below:

Freight Claims Guidelines:

• Inspect your shipment immediately upon delivery: If you notice any visible damage or shortage, please make a note on the delivery receipt and inform the carrier at the time of delivery. You must specify whether the shipment is accepted or refused.
• Concealed Damage: If you discover damage after the delivery has been made, please keep the product and packaging intact and contact the carrier immediately to report the damage. Request an inspection from the carrier.
• Claim Process: If filing a claim for damage or shortage, you will need to provide evidence that the carrier received the shipment in good condition. You must also provide details of what was damaged or missing and the value of the lost or damaged items.
• Claim Deadline: All claims must be reported to the carrier within 15 days of receipt (unless otherwise specified).
• Invoice Payment: Your invoice must be paid in full before the carrier will review any claims.
• Keep the Packaging: In the event of damage, the carrier will require you to keep the damaged product and all packaging until the claim is processed.

Returns:

• Returns are only accepted for products that are still in unopened, factory-sealed packaging and must be requested within 7 days of receipt.
• Return Authorization: Returns must be approved by us. To request a return, please submit a Return Request Form.
• Return Shipping Costs: All returns must be shipped back at the customer's expense.
• Restocking Fee: A 20% restocking fee will be applied to all authorized returns.
• Condition of Return: Returns will only be accepted in "brand new" condition. Any returns that are not in brand new condition will not be refunded.

BY USING THE SITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, DO NOT USE THE SITE.