A made-to-order policy, explained.
Every piece in our catalog is built for a single household after the order is placed. That changes how returns work — in some ways more strictly, in others more generously. We’d rather be upfront than vague. Questions? hello@thebackyardlegacy.com.
Made for You
Each piece is built to your configuration, not pulled from a shelf. That’s why change-of-mind returns aren’t possible once production starts.
48-Hour Cancellation
You can cancel for a full refund within 48 hours of confirming your order — the window before your piece enters the production queue.
Damage Covered Fully
If anything arrives damaged or defective, we arrange collection and either a complete replacement or refund — whichever you prefer, at no cost to you.
“We’d rather lose a sale than ship a piece you’re uncertain about. Start with a discovery call — it’s free, and it’s the right place to ask the hard questions.”
Our Recommendation
The Detail
What our policy covers, in plain language.
Because every product is built to order, we are unable to accept returns on the basis of a change of mind once your piece has entered the production queue, typically within 48 hours of your order being confirmed. We are transparent about this before you purchase. If you are uncertain about a product, we strongly recommend starting with a free discovery call so we can make sure it is the right choice before you commit.
If your product arrives damaged or with a manufacturing defect, we will arrange collection and either a full replacement or a complete refund at no cost to you, whichever you prefer. 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 one business day.
Yes. If you contact us within 48 hours of placing your order and production has not yet started, we will cancel your order and issue a full refund. After 48 hours, cancellations may incur a fabrication fee depending on how far along production is; the exact amount will be confirmed at the time. Contact us at hello@thebackyardlegacy.com as soon as possible if you need to cancel.