Return and Refund Policy

Effective Date: 2026-03-22

1. Overview

Backyard Elites is owned and operated by BRAATA LLC. At BRAATA LLC, we stand behind the quality of our products. This policy explains when and how returns and refunds are accepted for purchases made through backyardelites.com.

Summary

Region: United States
Return window: 30 days total, but damage must be reported within 7 days of delivery
Return eligibility: Accepts returns for both defective and non-defective products if they meet policy conditions
Return shipping: Customer is responsible for return shipping costs unless the item is defective or damaged on arrival.
Restocking fee: 25% of the product price for approved returns

2. Contact Information

To start a return or report damage, contact our customer service team:

Email: support@backyardelites.com
Phone: 843-984-3509

Hours: Monday to Friday, 9 AM to 5 PM EST

3. Eligibility for Returns

Returns are accepted under the following conditions:

The item arrived damaged, defective, or incorrect
The customer wishes to return a new item within the policy window
The damage or issue was reported within 7 days of delivery
The product is returned within 30 days of delivery
The item is unused and includes all original packaging and accessories

Items must be in new condition. Used or installed products cannot be returned unless defective upon arrival.

4. Reporting Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, contact us within 7 days of delivery. Include:

Your order number
Photos clearly showing the damage or issue
A brief description of the problem

We will review the information and, if approved, provide instructions and a prepaid return label.

5. Return Shipping and Fees

Customers are responsible for return shipping costs unless the item arrives damaged, defective, or incorrect. In those cases, we will provide a prepaid return shipping label at no additional cost. Please contact our support team before returning your item so we can provide return instructions if applicable. Please use the provided label and ship the item within 7 days after approval.

Restocking Fee: Returned items (except defective, damaged, and incorrect-item returns) are subject to a 25% restocking fee based on the product price. This amount will be deducted from your refund total. Exchanges for the same item will not incur a restocking fee.

If you send an item back without using the provided label, we may not reimburse you for shipping costs.

6. Refunds and Replacements

After receiving and inspecting your returned item, we will confirm whether a refund or replacement applies
Refunds are issued to the original payment method within 7 days after we receive and approve the returned item
If you prefer, we can send a replacement item instead of a refund

7. Exchanges

We accept exchanges for both defective and non-defective products as long as they meet the return conditions. Replacement items are shipped once the returned item is received and approved.

8. Non-Returnable Items

We cannot accept returns for:

Damaged items reported after 7 days of delivery
Items damaged due to misuse or neglect

9. Cancellations

Orders may be canceled before shipment for a full refund
Once shipped, cancellations are not possible. You must follow the return process outlined above.