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Refund policy

Effective Date: 2026-03-02

1. Overview

At Backyard Haven Living LLC, we stand behind the quality of our products. This policy explains when and how returns and refunds are accepted for purchases made through backyardhavenliving.com.

Summary

  • Region: United States
  • Shipping charges (outbound): Free shipping on orders over $100 within the continental U.S. Orders under $100 have a flat $60 shipping fee (unless otherwise stated at checkout).
  • Return window: 30 days total, but damage must be reported within 48 hours of delivery
  • Return eligibility: Accepts returns for both defective and non-defective products if they meet policy conditions
  • Return shipping: Customer is responsible for return shipping costs unless the item is defective, damaged on arrival, or incorrect.
  • Restocking fee: 25% of the product price for approved non-defective returns

Important: Shipping fees (including the $60 fee on orders under $100) are non-refundable once an order has shipped, except where required by law or if we make an error (wrong item shipped).

2. Contact Information

To start a return or report damage, contact our customer service team:

Hours: Monday to Friday, 9 AM to 5 PM MST

3. Eligibility for Returns

Returns are accepted under the following conditions:

  • The item arrived damaged, defective, or incorrect
  • The customer wishes to return a new item within the policy window
  • The damage or issue was reported within 48 hours of delivery
  • The product is returned within 30 days of delivery
  • The item is unused and includes all original packaging and accessories

Items must be in new condition. Used or installed products cannot be returned unless defective or damaged upon arrival.

4. Reporting Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, contact us within 48 hours of delivery. Include:

  • Your order number
  • Photos clearly showing the damage or issue
  • A brief description of the problem

We will review the information and, if approved, provide return instructions. For approved damaged/defective/incorrect items, we will provide a prepaid return label and/or coordinate a replacement as applicable.

5. Return Shipping and Fees

Damaged/Defective/Incorrect Items: If your return is approved for damage/defect/incorrect item, we will provide a prepaid return label (or other return arrangements as needed).

Non-Defective Returns (Changed Mind / Unwanted): If your return is approved and the item is not defective, you are responsible for return shipping costs. We recommend using a trackable, insured shipping method.

Restocking Fee: Approved non-defective returns are subject to a 25% restocking fee based on the product price. This amount will be deducted from your refund total. Approved exchanges for the same item may not incur a restocking fee (subject to availability and approval).

Returns must be shipped within 7 days after approval. If you send an item back without approval, delivery may be refused and no refund will be issued.

6. Refunds and Replacements

  • After receiving and inspecting your returned item, we will confirm whether a refund or replacement applies
  • Refunds are issued to the original payment method within 7 business days after approval
  • Shipping fees are not refundable once an order has shipped (including the $60 shipping fee on orders under $100), except where required by law or if we shipped the wrong item
  • If you prefer, we can send a replacement item instead of a refund (subject to availability)

7. Exchanges

We accept exchanges for both defective and non-defective products as long as they meet the return conditions. Replacement items are shipped once the returned item is received and approved.

8. Non-Returnable Items

We cannot accept returns for:

  • Items reported after 48 hours of delivery (for damage/defect/incorrect claims)
  • Items returned outside the 30-day return window
  • Items damaged due to misuse or neglect
  • Personalized, custom-made, or perishable goods
  • Intimate or sanitary products such as underwear, swimwear, or personal care items (unless sealed and unused)
  • Gift cards and downloadable digital items

9. Cancellations

  • Orders may be canceled before shipment for a full refund
  • Once shipped, cancellations are not possible. You must follow the return process outlined above.

10. Legal Rights

This policy does not affect your rights under U.S. consumer protection law.

11. Changes to This Policy

We may update this policy from time to time. Changes take effect upon posting.

By purchasing from Backyard Haven Living LLC, you agree to this Return and Refund Policy.

BACKYARD HAVEN LIVING LLC
support@backyardhavenliving.com
1-307-298-6342
30 N Gould St. STE R, Sheridan, WY 82801, United States