Refund policy

RETURN AND REFUND POLICY

Last updated: September 2026

Every piece in The Backyard Legacy collection is built to order for a single household after your order is placed. That changes how returns work, so we set out the rules clearly here. If you are unsure about a product before you buy, we recommend starting with a free discovery call.

Cancellations. You can cancel for a full refund within 48 hours of confirming your order, before your piece enters the production queue. After 48 hours, cancellations may incur a fabrication fee depending on how far along production is; the exact amount is confirmed with you at the time. Contact us at hello@thebackyardlegacy.com as soon as possible if you need to cancel.

Change of mind. Because products are built to order, we are unable to accept change-of-mind returns once your piece has entered production. This includes any product ordered with custom dimensions, finishes, or specifications.

Exchanges. We do not offer size or colour exchanges, as each piece is made for your order.

Damaged, defective, or not as described. If your product arrives damaged, with a manufacturing defect, or materially different from its description, we will arrange collection and either a full replacement or a complete refund at no cost to you, whichever you prefer. To make a claim:

  • Inspect your delivery while the delivery team is present and note any visible damage on the delivery receipt before they leave.
  • Contact us within 7 days of delivery at hello@thebackyardlegacy.com with your order number, a description of the issue, and photographs.
  • We will respond within 1–2 hours with next steps.

Refund processing. Approved refunds are issued to the original payment method within 10 business days of the item being collected and inspected, or of the refund being approved where collection is not needed.

Warranty. Problems that appear after the 7-day delivery window are handled under your product's warranty rather than as a return. See our Warranty Information page for cover and how to claim.

Questions. Contact us at hello@thebackyardlegacy.com or +1 (888) 814-7729, Monday to Saturday, 9am to 5pm EDT.