Returns & cancellations

01Standard artwork & furniture

Request return authorization within 30 calendar days of delivery at hello@thebackyardlegacy.com, quoting your order number. Items must be unused, unassembled, uninstalled and in their original packaging, with all parts and accessories.

Return freight: paid by the customer. Standard restocking fee: none. Outbound delivery charges are non-refundable only if disclosed before purchase.

Any exception for a special-order item must be stated on its product page before purchase. Standard goods do not become custom or nonreturnable simply because they ship directly from a supply partner. Custom and made-to-order goods follow the separately agreed quote and contract terms.

Obtain authorization and the correct return destination before sending an item back. Damage, defects and incorrect deliveries are handled separately from change-of-mind returns; contact us with your order number and photographs.

02Product categories & exclusions

Stocked standard items: Existing, standard goods held in stock. Change of mind returns follow the item’s disclosed return window and condition requirements. Cancellation is possible while dispatch can still be stopped, subject to the disclosed terms.

Supplier-shipped standard items: Existing, standard goods dispatched directly by a supplier. The shipping origin does not make them made to order. Returns follow the item’s disclosed terms and authorized return destination; cancellation depends on the supplier’s dispatch status.

Special-order items: Goods sourced specifically for your order that are not held as regular stock. They may still be standard manufactured products. Any return exclusion, supplier commitment, restocking fee or cancellation restriction must be disclosed for the specific item before purchase.

Genuinely made-to-order or custom items: Goods manufactured for your order, including products made to your dimensions, materials or agreed specifications. Change of mind returns may be excluded where disclosed before purchase. Cancellation restrictions depend on the agreed terms and actual material commitment or production stage.

Standard Napoleon grills and Samsung electronics are not treated as custom builds simply because they are ordered through us. Their stock location and any special-order status must be confirmed for the selected model. For products such as made-to-measure Renson systems, the agreed custom specifications and production terms apply.

For standard artwork and furniture, the 30-day policy above applies unless a specific exception was disclosed before purchase. For other items whose product page does not state the supply category and return terms, email hello@thebackyardlegacy.com before purchase for written confirmation of eligibility, deadlines, costs and cancellation restrictions. For orders containing several items, each item’s terms apply separately. Nothing in these terms limits rights that apply under law.

Delivery, installation & cancellation terms

Modular homes are supplied under a project-specific purchase agreement. Do not assume a standard change-of-mind return option applies. Cancellation rights, deposit refundability and charges for work already committed must be confirmed in writing before signing or paying a deposit. Damage, defects and warranty claims are handled separately, subject to the agreement and applicable law.

Made-to-order backyard studios and pods also follow their written purchase agreements. Confirm cancellation and deposit terms before authorizing production; a production estimate does not establish a return right.

Other change-of-mind returns

Standard products are assessed under their product-specific return terms, rather than a blanket made-to-order exclusion. Before purchase, check the return window, required condition and packaging, return freight responsibility, and any disclosed restocking fee. Special-order and genuinely made-to-order restrictions must be identified for the item before you order. Contact us for return authorization and the correct return address before shipping anything back; a supplier shipment may need to be returned to the supplier.

03Cancellations

Contact us at hello@thebackyardlegacy.com as soon as possible with your order number. For stocked and standard supplier-shipped goods, cancellation depends on whether dispatch can still be stopped; after dispatch, the applicable return process applies. For special orders, cancellation depends on whether the supplier commitment can be reversed. For custom builds, it depends on whether materials have been committed or production has started. Any nonrefundable commitment or cancellation charge must have been disclosed before purchase; a fabrication fee does not apply simply because a standard product ships from a supplier.

04Damage & defects

If your product arrives damaged or with a manufacturing defect, contact us so we can arrange the appropriate repair, replacement or refund at no cost to you. These claims are handled separately from change of mind returns, including for special-order and custom products. Inspect your delivery carefully while the delivery team is present and note any visible damage on the delivery receipt before they leave, as this is important for the claims process. Then contact us at hello@thebackyardlegacy.com with your order number and photographs of the damage. We will respond within 1–2 hours.

05Contact & authorization

Shipping & delivery  ·  Warranty information