Refund policy

Overview

At The Backyard Collective, we stand behind the quality of every product we offer and work closely with trusted manufacturers and fulfillment partners to ensure your satisfaction.

Because many of our products are oversized, freight-shipped, or sourced directly from manufacturers, return eligibility varies by brand and product type. By placing an order with The Backyard Collective, you agree to the terms outlined in this Return & Refund Policy.

Return Eligibility

Eligible returns may be accepted for certain new and unused products within 30 days of delivery, subject to manufacturer approval and the conditions below.

To qualify for a return:

The item must be unused, uninstalled, and in original packaging
The item must be in new, resalable condition
All accessories, manuals, and packaging materials must be included
The return request must be submitted within 30 days of delivery
The return must comply with the specific manufacturer's return policy

Return authorisation is required before any item is returned. To start a return, contact sean@streetwiseconsultancy.com with your order number and reason for return.

Non-Returnable Items

The following items are generally non-returnable unless damaged or defective upon arrival:

Custom-built or made-to-order products
Installed or assembled products
Used products
Products missing original packaging
Clearance or final sale items
Gift cards

Damaged, Defective, or Incorrect Items

Please inspect all deliveries immediately upon arrival. If your order arrives damaged, defective, or incorrect:

Note any visible damage on the carrier delivery receipt before signing
Take photographs of the packaging and product
Contact The Backyard Collective within 24 hours of delivery

Failure to report freight damage within the required timeframe may limit the ability to file a claim with the freight carrier.

Return Shipping & Freight Costs

Customers are responsible for return shipping costs unless the product arrived damaged, defective, or incorrect. For freight-shipped products such as robot lawn mowers, pergolas, and large patio furniture sets, customers are also responsible for return freight arrangements and applicable shipping charges.

Original shipping charges are non-refundable once an order has shipped.

Restocking Fees

Approved returns may be subject to manufacturer-imposed restocking fees, which typically range from 15%–30% depending on the product and manufacturer. Any applicable restocking fees will be deducted from the refund amount.

Order Cancellations

Orders cancelled before shipment are generally eligible for a full refund. Once an order has shipped, cancellation requests are treated as returns and may be subject to return shipping costs, restocking fees, and manufacturer return approval.

Refund Processing

Refunds are issued to the original payment method after the returned product has been received, inspected, and approved. Please allow approximately 5–10 business days after return approval for refund processing.