Returns
While we fully stand by every product that we sell, we understand that sometimes the product you ordered wasn’t exactly what you were hoping for.
Please email us within 30 days of your purchase at contact@familybackyardstore.com with your order number and we will provide detailed instructions on how to process the return as it varies by supplier. Return requests received after 30 days will not be accepted.
Please note, you as the customer will be responsible for paying the return shipping costs of the item(s) in your order.
Once your return item(s) have been received and inspected at our warehouse(s), we will send you an email notification that we have processed your return payment which may take up to 45 days.
If the product is approved for return you will be refunded the money on the card used for the original transaction.
Additionally, some products may incur a restocking fee. See the specific product details on the product page for return shipping and restocking fees as they vary by supplier up to 25% of your purchase.
*Please note: In order to receive a refund for the item(s) ordered, the item(s) must arrive back to our distribution center in “Like New” condition and must contain all original packaging and accessories. “Like New” means that the items you ordered must not show any visual signs of wear.
If items are returned with visual signs of wear, or have any issues due to use, the items will not be accepted and no refund will be given. If you decide you want to return your order, please email us at contact@familybackyardstore.com with your order number and we will assist you. We want to make this as simple of a process as possible for you.
Faulty or Damaged Products
If the product is faulty or damaged, you must make note of it immediately when signing for delivery and send photos to contact@familybackyardstore.com the day of delivery.
Family Backyard Store will pay for shipping defective, damaged, or incorrect merchandise at our cost.
Remember to keep all the original packaging for any items that need to be returned. All returns need to be authorized by our customer service department prior to being processed.
We will ensure you get the product you ordered, undamaged, as soon as possible. Items that become damaged after use are non-refundable unless specified under warranty.
Cancellations
If you would like to cancel an order, please email or call our customer service team immediately to avoid return shipping fees and restocking fees.
Cancellations received before shipment for non-customized products will receive a full refund unless noted by the manufacturer on the product page. If your order contains a customized product (colors or features) and the product has been completely built but not yet shipped it is deemed as a final sale and not eligible for return. Orders canceled after items have shipped will be subject to return shipping costs and restocking fees up to 25% of the purchase amount.
Exchanges:
Exchanges may be made at the discretion of the supplier. Additional shipping and restocking fees may incur. Email or call our customer service team immediately to request an exchange.
Change of Mind Returns:
If you decide this product just isn't right for you and it was received in new condition, you may request a return within 30 days - see the supplier specific return policy on the product page as customized products and final sale items are not eligible for return. With a change of mind return, you are responsible for return shipping costs and up to a 25% restocking fee.
Wrong Product Received:
In the rare case that an incorrect product was delivered, email us at contact@familybackyardstore.com the day of delivery. All products should be verified for accuracy the day of delivery and prior to unloading from the delivery truck.
Product Never Arrived:
If your product never arrived, email us at contact@familybackyardstore.com within 48 hours of the expected delivery. We will contact the supplier and delivery company for an update. We will review this on a case by case basis with each supplier and issue a refund if deemed appropriate.
Other Return Policy Notes:
If a certain vendor or product does not support the return policy stated above, this will be noted in the product descriptions or in the product-specific return information. Products ordered with custom colors or features are not eligible for a return and are deemed a final sale. Products from CedarShed are considered final sale.
Refund payments are to be issued within 45 days from the date the product is received and approved by the manufacturer.
Products that are specified as certified pre-owned or used are ineligible for a return.
Family Backyard Store only sells to purchasers who intend to use the item(s) for the duration of its economic life. Orders purchased for the specific purpose of a “one time use or temporary use” are not eligible for return under any circumstances. This includes but is not limited to; orders intended for use in a trade show or a conference venue, orders that are purchased by promotional companies, and orders that are purchased by trade show facilitators.
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