Refund policy

RETURN AND REFUND POLICY

We want you to feel confident ordering from Backyard Solstice. Because many of our products are oversized, supplier-direct, special-order, or made to order, return eligibility can vary by product. Please review the product description and the terms below before placing your order.

RETURN WINDOW

Eligible items may be returned within 14 days of delivery.

To qualify for a return, the item must be:

• Unused
• Unassembled
• In its original condition
• In its original packaging
• Accompanied by proof of purchase

Items that have been used, assembled, installed, altered, damaged after delivery, or removed from their original packaging may not be eligible for return.

RETURN AUTHORIZATION REQUIRED

Do not send an item back without authorization.

To request a return, contact support@backyardsolstice.com within 14 days of delivery. Include your order number, the item you wish to return, the reason for the request, and photographs showing the item and its packaging.

If the return is approved, we will provide return instructions. Items returned without prior authorization may be refused.

RETURN SHIPPING AND RESTOCKING FEES

Unless the return is caused by an approved product defect, shipping damage, or fulfillment error, the customer is responsible for:

• Return shipping or return freight charges
• Any applicable restocking fee
• Any costs required to safely repackage the item

A 15% restocking fee may apply to eligible returns.

Original shipping, delivery, and freight charges are non-refundable.

Because many items are oversized or freight-shipped, return transportation costs can be substantial. We recommend contacting us with any product, sizing, compatibility, or delivery questions before ordering.

NON-RETURNABLE ITEMS

The following items may not be eligible for return:

• Custom or personalized products
• Made-to-order products
• Special-order products
• Clearance or final-sale items
• Items that have been assembled, installed, used, altered, or damaged after delivery
• Items without their original packaging
• Certain oversized or supplier-direct products
• Items identified as non-returnable on the product page
• Gift cards

Some return requests may also require supplier approval.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Inspect your shipment immediately upon delivery.

For freight deliveries, inspect the item and packaging before signing the delivery receipt. Note any visible damage on the delivery receipt and photograph the shipment before it is unpacked.

Report damaged, defective, missing, or incorrect items within 24 hours of delivery by contacting support@backyardsolstice.com

Include:

• Your order number
• Photographs of the item
• Photographs of the packaging
• Photographs of the shipping label
• A description of the problem
• A copy or photograph of the freight delivery receipt, when applicable

Keep all packaging and damaged materials until the claim is resolved.

Failure to report damage within 24 hours or failure to retain the packaging may affect our ability to submit or approve a claim.

If the claim is approved, Backyard Solstice will work with the supplier or carrier to arrange an appropriate resolution. Depending on the circumstances, this may include replacement parts, repair, replacement, or refund.

Do not refuse a freight delivery solely because the outer packaging is damaged unless the product itself is visibly damaged or the carrier instructs you to refuse it. Always document visible damage on the delivery receipt.

CANCELLATIONS

Contact us as soon as possible at support@backyardsolstice.com if you need to cancel an order.

Cancellation requests are only possible before an order has been processed, submitted to the supplier, prepared for shipment, or shipped. Cancellation is not guaranteed.

Custom, made-to-order, special-order, or supplier-direct items may become non-cancellable once production or fulfillment begins.

If an order has already been processed or shipped, the applicable return terms, shipping charges, and restocking fees will apply.

REFUNDS

After an authorized return is received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method, less any applicable:

• Return shipping or freight charges
• Restocking fees
• Non-refundable original shipping or delivery charges
• Costs associated with missing packaging, parts, or damage

The time required for a refund to appear in your account depends on your bank or payment provider.

EXCHANGES

We do not guarantee direct exchanges. If you need a different product, size, color, or configuration, contact us before returning the original item. An approved return and a separate new order may be required.

CONTACT

For return, cancellation, or damage questions, contact:

Backyard Solstice
Operated by Backyard Solstice, LLC
Email: support@backyardsolstice.com
Phone: 770-580-4366
Business address: 2677 Shaw Rd NE, Marietta, GA 30066, United States.