Refund policy
At Backyard Solstice, we curate premium outdoor furniture and backyard-living products that are shipped directly from our supplier and manufacturer partners. Because many of our items are oversized, freight-shipped, special-order, or handled through authorized dealer programs, our return process is more limited than a standard small-parcel retail return.
Please review this policy before placing your order.
Return Eligibility
Return requests must be submitted within 14 days of delivery.
To be eligible for a return, the item must be:
- Unused
- Unassembled
- In new, resalable condition
- In the original packaging
- Complete with all parts, hardware, accessories, manuals, and protective materials
Items that have been used outdoors, placed in water, assembled, installed, modified, damaged after delivery, or removed from original packaging may not be eligible for return.
Non-Returnable Items
The following items are not eligible for return unless they arrive damaged or defective:
- Custom or made-to-order items
- Special-order items
- Clearance or final-sale items
- Open-box items
- Items that have been assembled, installed, used, or modified
- Items damaged due to misuse, improper care, weather exposure after delivery, or improper storage
- Items missing original packaging
- Any item marked non-returnable on the product page
Return Shipping & Freight Costs
Customers are responsible for all return shipping and freight costs unless the return is due to an approved damage, defect, or fulfillment error.
Original outbound shipping, handling, and freight costs are non-refundable. This applies even when an item was offered with “free shipping,” since the freight cost is built into the original order.
For oversized or freight-shipped items, return freight costs can be significant. We recommend contacting us before ordering if you are unsure whether a product is right for your space.
Restocking Fees
Some returns may be subject to a supplier restocking fee. If a restocking fee applies, it will be deducted from the refund amount. We will confirm any applicable restocking fee during the return authorization process.
Return Authorization Required
Do not ship any item back without written return authorization from Backyard Solstice.
To request a return, contact us at:
[your support email]
Please include:
- Order number
- Name on the order
- Product name
- Reason for return
- Photos of the item and packaging
If your return is approved, we will provide return instructions. Items sent back without authorization may be refused or may not be eligible for refund.
Damaged or Defective Items
Please inspect your order immediately upon delivery.
If your item arrives damaged, defective, or incorrect, contact us within 48 hours of delivery at [your support email].
Please include:
- Order number
- Photos of the damage or defect
- Photos of the packaging
- Photos of the shipping label
- A description of the issue
For freight deliveries, please inspect the shipment before signing. If there is visible damage to the packaging or item, note the damage on the delivery receipt before accepting the shipment. If the damage is severe, contact us before refusing delivery.
Damage claims reported after 48 hours may be harder to resolve with the carrier or supplier and may not be eligible for replacement or refund.
Cancellations
Orders may be canceled only if the order has not yet been processed by the supplier, prepared for shipment, or shipped.
Because many items are fulfilled directly through supplier warehouses, cancellation is not guaranteed after an order is placed. If you need to cancel, contact us as soon as possible at [your support email].
Once an order has shipped, it will be handled under our return policy.
Refused Deliveries
If a delivery is refused for reasons other than documented shipping damage, the customer may be responsible for original freight, return freight, storage fees, carrier fees, and any supplier restocking fees.
Refunds
Approved refunds are issued after the returned item has been received and inspected.
If approved, the refund will be issued to the original payment method. Please allow additional time for your bank or credit card company to process and post the refund.
Shipping, freight, handling, restocking, and return costs may be deducted from the refund where applicable.
Exchanges
We do not guarantee direct exchanges. If you need a different item, size, color, or configuration, contact us and we will help determine the best option.