Return Policy

Returns within 14 Days or Less

Return any new, unused product in its original manufacturer’s packaging within 14 days of delivery and receive a full money-back reimbursement, minus shipping cost and a 30% restocking fee.

If you received free shipping when you purchased items, the actual shipping charges Backyard Landscape Supply incurred when shipping the items to you will be deducted from your refund. The customer will also be responsible for return shipping charges.

 

Non-Returnable Items

The following products are non-returnable:

• Used/installed/modified products (unless the product is defective and/or covered by warranty)
  These items are classified as items that have been used previously by a customer, installed, and or modified from their original design. The two valid reasons for a return would be if the product is defective from the manufacturer and if it is a warranty issue.
• Products that have been opened or not in original packaging
  Products originally come in the manufacturing package and as such these items can be returned if they have not been tampered with and if they remain in their original packaging.
• Built-to-Order parts
  A few of the SKUs in our catalog do not natively come as a whole unit. So with our customers in mind, we decided to internally adapt parts together that would make the best sense to purchase as a whole rather than individually. This helps the customer with installation and ease of purchase. Items from these SKUs can not be returned individually. Instead, they must be returned whole, with the same parts as shipped, and without defect or use.
• Special order items
  A special order item is typically an item that is not currently available in the store. When this item is purchased, all sales are final. Should the special order item be defective upon arrival, we encourage the customer to call the customer service department so that we can work alongside them to remedy the scenario between the vendor and the customer.
• Clearance items
  A clearance item is any item that was sold as an end-of-season sale or an item sold due to slow-moving sales. These items are classified as all sales are final transactions. The return of such items will not be valid for a refund regardless of a lifetime.
• Products not originally purchased from Backyard Landscape Supply
  These are products that are not found in our sales catalog. These items are not eligible for return or credit of any kind. They should not be returned for any purpose to Backyard Landscape Supply.
• Specific SKUs
  These are products that are not eligible for return: 6ZULWC-PS, 8ZULWC-PS, 16ZULWC-PS, 1004EX and WM-1000.

Special Order Items

While we have the majority of all the items, we sell in stock and ready to ship today, a very small selection of items requires that we order them special just for you. This includes but is not limited to landscape lighting and other items with customization options.

Backyard Landscape Supply is unable to accept returns on these special-order items once we have placed the order with the supplier. You have until the end of the business day to cancel your order. Once the business day has closed, you can no longer return or cancel your order. If you have any questions about this policy, please contact our customer service team.

Return Process

Step 1 – Contact customer service requests for an RMA number. You may contact us by either:

• Phone at (858) 251-0999
• Chat at www.backyardlandscapesupply.com
• Email at orders@backyardlandscapesupply.com

Step 2 – Fill out the Product Return Form.

Step 3 – Include the return form with the product being returned. The product must be in original packaging with any manuals and brochures originally included (unless the product is defective and is returned under warranty).

Step 4 – Return the package using your prepaid insured shipping with a trackable carrier such as UPS, FedEx, or other internationally recognized delivery services with tracking information. Address: 10244 Saunder Drive, San Diego CA, 92131.

Step 5 – Write the RMA number on the outside of the shipping box.

Defective, Damaged, or Incorrect Products

We strive to ensure all of the items we send out of our warehouse are sent secured in their package and that each order is correct. Should something happen, please follow these steps to ensure success in your return process.

• Defective Products
  To return a product that was defective from the manufacturer, please contact our customer service department within 14 days of your delivery. We will send you a prepaid return shipping label and ship you a replacement order for the affected item(s).
• Damaged Products
  To return a product that was damaged upon receiving your delivery, please contact our customer service department within 14 days of your delivery. We will send you a prepaid return shipping label and ship you a replacement order for the affected item(s).
• Incorrect Products
  To return a product that was incorrect on your order, please contact our customer service department within 14 days of your delivery. We will send you a prepaid return shipping label, and once we receive the item, you will be issued a replacement. We will immediately ship the incorrect item to you, free of charge.

Quality Process Control
Every Backyard Landscape Supply order is double-checked by two separate people before it leaves our warehouse. We are careful to make sure that every order is correct. That is our goal with every order that comes through BackyardLandscapeSupply.com.

In the incredibly unusual event that an item is missing from your order, contact customer service within 14 days of receiving your order.

Refunds

All refunds will be credited to the credit or debit card or PayPal account originally used to purchase the product. You will be refunded the purchase price of the product, minus any shipping charges Backyard Landscape Supply incurred when initially shipping the product to you.

Full refunds, including the original shipping cost, are issued for returns of defective products, products that were damaged during the shipping process, or incorrect products.

Note: We are not liable for lost or untraceable return packages that you ship back to us.

You must submit tracking numbers for every package shipped to our returns department by emailing us at orders@backyardlandscapesupply.com, calling (858) 251-0999, or via Live Chat.

Please allow 2-3 business days to process your return from the time it reaches our Returns Department. Please note that it may take your credit card company up to 30 days to apply for your credit.

If you received a discount for ordering multiple items, returning one or more of those items may void that discount.

Backyard Landscape Supply is not responsible for any item that is not returned in the manner set forth above. Please discuss any additional questions you may have with a customer service representative when you contact us for an RMA.

Warranty Orders

We stand by the high quality of the products we sell. All products purchased from Backyard Landscape Supply carry full warranties as set forth by the manufacturers. If an item you purchased from Backyard Landscape Supply becomes faulty under warranty, we want to help you fix the problem. Ship the item to us and we will work with you and the manufacturer to ensure a satisfactory outcome.

Most manufacturers have a limited warranty that does not extend to any products that have been damaged because of an accident, misuse, abuse, service, or modification by anyone.

Except as expressly set forth above, no other warranties are expressed or implied, including, but not limited to, any implied warranties of merchantability and fitness for a particular purpose, and Backyard Landscape Supply expressly disclaims all warranties not stated herein. In the event that the product is not free from defect as warranted above, the purchaser’s sole remedy shall be as provided above. Under no circumstances will Backyard Landscape Supply be liable to the purchaser or any user for any damages, including incidental or consequential damages, expenses, lost profits, lost savings, or other damages arising out of the use or inability to use the product.

Once we receive the item sent for warranty repair, we will have the manufacturer inspect it.

If the manufacturer finds the repair is covered under warranty, the item will be repaired by the manufacturer and returned to the customer, or Backyard Landscape Supply will send you a replacement. Item repair or replacement is determined by the manufacturer’s warranty policy. The customer will be responsible for return shipping charges. After 30 days, if we are unable to obtain payment for the return shipping fees the item(s) will be considered abandoned and will be disposed of by Backyard Landscape Supply.

If the manufacturer finds the item is not defective, Backyard Landscape Supply will notify the customer that the item repair is not covered under the manufacturer’s warranty and ask the customer if they would like to have the item returned or disposed of. The customer will be responsible for return shipping charges. Items left with Backyard Landscape Supply for more than 30 days after the customer has been notified that the item is not covered under the manufacturer’s warranty, will be considered abandoned and will be disposed of by Backyard Landscape Supply.

Important: For all warranty items the customer will be responsible for shipping charges to Backyard Landscape Supply and back to the customer.

Orders Canceled by Backyard Landscape Supply

At Backyard Landscape Supply we do everything we can to make sure that your order ships quickly and correctly. Under some circumstances, we will need to cancel an order. A customer service representative will always contact you before canceling an order. Circumstances that may lead to order cancellation include:

• Payment Declined
  If for any reason we are unable to process your payment information, we will contact you and give you the option of providing alternative payment information (i.e. a different credit card) or canceling your order.
• Invalid Shipping Address
  If you provide an invalid shipping address, we will contact you and confirm the correct address. We now ship to P.O. boxes; however, this typically takes 10-15 days, so we highly recommend shipping to a physical address. See our Shipping Policy for details.
• Duplicate Orders
  We frequently receive duplicate orders. Sometimes customers intentionally place duplicate orders and sometimes duplicate orders happen by error. Therefore, we always call to confirm a duplicate order before processing the order. We will simply confirm that you meant to place duplicate orders or cancel the duplicate order if it was placed in error.

Orders Cancelled by the Customer

If for any reason you decide to cancel your order, contact Customer Service immediately. Because we offer same-day shipping, we are not always able to cancel orders before they ship out. The sooner you contact Customer Service to cancel an order, the more likely it is we will be able to cancel it for you. If we are able to cancel your order before it is shipped out, you will receive a full refund, including shipping fees.

If the order is shipped before you contact Customer Service, we won’t be able to cancel it. However, you can return it, by following the applicable Product Return steps above.

We work hard to make sure that you are happy with every Backyard Landscape Supply purchase. If you have any questions or concerns about our policies or your order please contact customer service by phone at (858) 251-0999 chat at backyardlandscapesupply.com, or email at orders@backyardlandscapesupply.com.

Out-of-Stock Items

We are proud of our large warehouse stock. Most of the items we sell are in stock and ready to ship 99% of the time. However, due to high demand, there are times when popular items are briefly out of stock. In line with our commitment to ship every order as quickly as possible, if an item you order is out of stock, we will first check with the manufacturer to verify we can drop ship the item directly to the customer as long as it ships out the same day. If it cannot ship on the same day from the manufacturer, we will contact you right away. You will have the option of:

• Have the rest of your order shipped immediately, and the out-of-stock item shipped as soon as it becomes available.
• Having your entire order held until the out-of-stock item is available, and then having everything shipped together.
• Removing the item from your order.