Product Details
Warranty and Returns Info
Designing Backyards Return & Refund Policy
At Designing Backyards, we want your outdoor project to be a success. If a product doesn’t meet your expectations, we are here to help you navigate the return process.
1. Return Eligibility
You have 30 days from the date of delivery to request a return. To qualify, items must be in their original packaging (inner and outer), unused, unassembled, and in brand-new condition and complete with all manuals and parts.
Non-Returnable Items:
• Items that have been installed, assembled, or used
• Custom-made, special-order, or made-to-order products
• Final Sale items
2. The Return Process
1. Request Authorization: Email support@designingbackyards.com with your order number and the name of the product you wish to return.
2. Submit Photos: We require photos of the packaged item before authorizing the return. This protects you if the carrier damages the item during transit.
3. Shipping: Once approved, the item must be shipped back within 30 days. Returns must be sent to the specific warehouse of origin, not a showroom.
4. Inspection & Refund: After we receive and inspect the item, a refund will be issued to your original payment method.
3. Fees & Shipping Costs
• Shipping: Only the costs to ship the items back to us will be deducted from your final refund.
4. Damaged Items
Note: You must inspect your shipment upon arrival. If the packaging is visibly damaged, please decline the delivery and contact us immediately.
Reporting Damage (Within 5 Calendar Days)
If you discover damage after delivery, you must notify us within 5 calendar days.
• Requirements: Keep all original packaging/crates and do not install the item.
• Resolution: We will provide replacement parts or a full replacement/return at no cost to you.
Late Reports
Claims made after 5 days are non-negotiable as we can't file claims with carriers after this window, we cannot offer refunds or free parts. We can assist you in purchasing replacement parts for repair.
5. Defective Items & Warranties
If your product is defective, the manufacturer’s warranty applies. We will guide you through the claim process with the manufacturer. You will need your serial number, a description of the issue, and supporting photos/videos. Designing Backyards is not responsible for labor costs or project delays resulting from defective goods.
6. Shipping Logistics
• Parcel (UPS/FedEx): We will email you a prepaid return label.
• Freight: We will schedule a pickup. You must provide photos of the palletized item before the carrier arrives to ensure it is secured for transport.