Return, Refund & Cancellation Policy

Effective Date: September 06, 2026

1. Scope and Intent

This Return, Refund & Cancellation Policy applies to all purchases made through the https://backyardatease.com website ("Website"), unless otherwise stated on the product page.

This policy is clearly accessible from product pages and during checkout.

2. Contact Information

For questions regarding returns, refunds, or cancellations, contact us:

Email: support@backyardatease.com
Phone: +1 (270) 770 3553
Website: backyardatease.com
Address: 254 Chapman Rd, Ste 208 #23140, Newark, DE 19702, United States

Business Hours: Monday–Friday, 9am–5pm EST

3. Return Eligibility

We offer a 30-day return window for eligible items.

Items must be unused, uninstalled, and in resalable condition, free of damage, and returned with all original packaging and components where possible
All accessories and documentation must be included
Proof of purchase is required

4. Return Process

To initiate a return:

Email support@backyardatease.com within 30 days of delivery
Provide order number and reason for return
Wait for Return Authorization instructions before shipping the item

Items must be shipped within 7 days after receiving return instructions.

5. Return Shipping Costs

Defective, damaged, or incorrect items: return shipping covered by Backyard At Ease
Change-of-mind returns: customer responsible for return shipping costs
We do not charge hidden fees. All applicable conditions are clearly disclosed in this policy

6. Restocking Fees

Restocking fees are fixed by brand and stated on the product page before you order:

Anderson Teak — 15% of the item price on change-of-mind returns
The Bio Flame — no restocking fee
Panama Jack, Pelican Reef and Rainbow Outdoor — no restocking fee, except a 25% cancellation fee on orders with a custom Sunbrella fabric selection
Other brands — the applicable fee, if any, is stated on the product page before you order

No restocking fee applies to items that are defective, damaged, or incorrect, or to orders cancelled before shipment.

7. Non-returnable Items

Anderson Teak cushion orders (except a variant ordered with no cushion) — final sale except for defective or non-conforming goods; see Section 11.9
Custom or made-to-order products, where stated on the product page before purchase
Assembled or previously installed merchandise
Used or previously displayed merchandise
Gift cards
Downloadable software
Perishable goods
Personal care items

These items remain cancellable before shipment. Final sale limits returns after delivery; it does not remove your right to cancel an order that has not yet shipped.

8. Damaged or Incorrect Items

If your item arrives damaged, defective, or incorrect:

Contact us within 7 days of delivery (20 days for The Bio Flame products; 3 days for Panama Jack, Pelican Reef and Rainbow Outdoor products)
Email support@backyardatease.com
Provide photos or video documentation
We will arrange replacement or refund

Reporting later may limit what we can recover from the carrier or manufacturer, but does not by itself end your right to a remedy — contact us and we will review every claim.

9. Refund Processing

Refunds issued to original payment method
Refund processed within 14 business days after inspection and approval of the returned item
Bank processing time may vary

10. Exchanges

We replace items that are defective, damaged, or incorrect at no cost to the customer.

11. Order Cancellation

11.1 General Rule
Orders may only be cancelled before they enter the fulfillment or shipping process. Once an order has been processed, prepared for shipment, or handed to a carrier, cancellation is no longer possible.

11.2 Processing Cut-Off Time
Our same-day processing cut-off time is 3:00 PM EST (Monday–Friday, excluding public holidays).

Orders placed before 3:00 PM EST: Cancellation requests submitted the same business day are most likely to be successful.
Orders placed after 3:00 PM EST or on weekends/holidays: Processing begins the next business day. You must contact us as early as possible.

11.3 Product-Specific Conditions

Standard / In-Stock Items: May be cancelled before fulfillment begins.
Large / Freight (LTL) Items: May be cancelled only before dispatch from the warehouse (typically within 3–7 business days).
Custom or Made-to-Order Items: Cannot be cancelled once production has started. Production may begin immediately after purchase. See 11.9 below for cushion-specific cancellation terms.

11.4 How to Request a Cancellation

To request a cancellation, contact us as soon as possible:

Email: support@backyardatease.com
Phone: +1 (270) 770-3553

Please include your order number, the email address used for the order, and (optionally) the reason for cancellation.

Important: A cancellation request is not valid until it has been confirmed in writing by our team.

11.5 Orders Already Shipped

If your order has already shipped, it cannot be cancelled. However, you may:

Refuse delivery: The shipment will be returned to us. Return shipping costs and the restocking fee stated in Section 6 may apply.
Accept delivery and request a return: Returns must be initiated within 30 days of delivery per Sections 3–9 above.

11.6 Refunds for Cancelled Orders

Before Fulfillment: Full refund to the original payment method, no cancellation or restocking fees, processed within 3–5 business days. Your bank or payment provider may take additional time to reflect the refund.

After Fulfillment: Return shipping costs may apply per Section 5, the restocking fee stated in Section 6 may apply, and refunds are issued within 14 business days after inspection of returned goods.

11.7 Delays and Cancellation Due to Delays

You may request a cancellation review if a delay exceeds 14 business days beyond the estimated delivery timeframe
Eligibility for fee-free cancellation is determined on a case-by-case basis
Carrier delays do not automatically qualify for cancellation once fulfillment has begun

11.8 Our Right to Cancel Orders

We reserve the right to cancel any order at our discretion, including but not limited to: payment issues or failed verification, suspected fraud or unauthorized transactions, inventory shortages or product unavailability, pricing or listing errors, or violation of our Terms of Service. If we cancel your order, you will receive a full refund within 3–5 business days.

11.9 Custom Cushion Orders

Orders that include a custom-cut Sunbrella or Anderson Teak cushion selection are subject to additional terms due to the made-to-order nature of the fabric:

Cushion orders may be cancelled at no charge within 2 business days of the order date, or before the order is confirmed with our cushion supplier — whichever comes first.
After that window, the fabric has already been cut to order. The cushion portion of the order can no longer be cancelled or refunded once cutting has begun.
If cancellation is requested after cutting has started, the customer will be charged the cost of the fabric already cut, in addition to any other applicable fees.
If the furniture frame portion of the order hasn't shipped, it may still be cancelled separately under the standard terms above.
This does not apply to a variant ordered with no cushion.

12. Legal Rights

This policy does not limit statutory consumer rights under applicable law.

13. Failed or Refused Delivery

If a delivery is refused or missed, return shipping and the restocking fee stated in Section 6 may apply. These costs are deducted from the refund amount.

14. Related Policies

This Policy should be read together with our Shipping Policy, Payment Policy, and Terms of Service.

15. Changes to This Policy

We reserve the right to update this Policy at any time. Updates will be posted on our Site with a revised effective date. Continued use of our Site after changes are posted constitutes acceptance of the updated Policy.

Backyard At Ease
backyardatease.com
support@backyardatease.com
+1 (270) 770 3553
254 Chapman Rd, Ste 208 #23140
Newark, DE 19702
United States