Return Policy

RETURN POLICY:

Products that are faulty/defective may be returned or exchanged within 30 days after the date the product is delivered. The refund will be applied to the original payment method used for purchase.

Products that have been assembled/used CAN NOT be returned, unless the defect can not be detected until the product has been assembled/used. When you need to request a return/exchange, please DO NOT send the product back until you first contact us and receive an RMA (Return Merchandise Authorization) form us with the return instructions. We reserve the right to charge a restocking fee equals to 25% of the purchase price for returns. Shipping paid during the purchase is not refundable.

Final sale for all accessories! All spare parts orders are non refundable!

RETURN PROCESS:

Please email us at info@backyardlifestyles.ca and include in your email a copy of your invoice/receipt, order date, product name, the reason of return, name of the purchaser, delivery address and phone number to receive an RMA (Return Merchandise Authorization) In the event that an item is to be returned for reasons that not due to our mistake or faulty/defective product, the customer is responsible for return freight/shipping cost.

In any event, any returned product that is opened, used, damaged or missing parts will result up to a restocking fee that equals up to 25% of the purchase price, unless the defect cannot be detected until the product has been assembled/used.

When your RMA is authorized, please package all items adequately in the original box to prevent damage in transit, and please ensure that all packaging, accessories and instructions are included. Upon receipt of the package and completion of our inspection, a refund or replacement will be processed. If the product is found to be defective, we will either grant a full refund or a replacement at no additional cost. If the product is NOT defective, we will refund the original purchase price, less the returning shipping cost (if applicable) and restocking fee at 25% of the purchase price.

WARRANTY POLICY:

We have the expert support team ready via phone and email, along with parts and support videos. Please email us at csr@backyardlifestyles.ca and include in your email a copy of your invoice/receipt, order date, product name, name of the purchaser, delivery address and phone number, images/videos of the defect

SCOPE OF WARRANTY:

We warrant each product to be free of defects in materials or workmanship for the duration of the warranty period on each item. The warranty is limited to the replacement of the faulty part.

The following conditions are not covered by our warranty:

Products that are NOT purchased directly from us or one of our authorized dealers.
Damages caused by the customer of any kind, including, but not limited to: damage resulting from abuse or misuse of the product; damage resulting from normal wear and tear; damage resulting from tampering, customization, or modifications by the customer; and damage resulting from exposure to heat, cold, water, snow or other hazardous environments or agents.
Failure to follow the minimum maintenance requirements.
Lost, stolen or vandalized products
Damage caused by an accident.
Damage resulting from commercial or rental use of the product.

WARRANTY CLAIM PROCEDURES:

When you need to file a warranty claim, please email us at csr@backyardlifestyles.ca and include in your email a copy of your invoice/receipt, order date, product name, the reason of warranty claim, name of the purchaser, delivery address and phone number, along with the issue encountered and/or part needing replacement. You may be asked to return the original defective part before we can send you a replacement. We will get you the necessary component in a timely manner once we approve your warranty claim.

DAMAGES DURING SHIPPING:

Please contact us IMMEDIATELY (within three (3) days after the date the product is delivered) with photos of damages during shipping and wait for further instructions.

Original box and all packaging are REQUIRED to process the exchange on damaged item. Please DO NOT assemble the product until we assess damage photos. In most cases, we will send out the part that damaged during transportation so it will not warrant for a return. In most cases, we will return and replace your item with the exact same model in the vent of the damaged parts cannot be replaced.

PACKAGE THEFT AFTER DELIVER:

While we do insure all packages with the shipping companies we use for lost or damaged items, we are not responsible for stolen packages AFTER they have been delivered to recipient. Once the item is delivered by the shipping courier it is now considered the buyer’s property even if they are not home and did not sign for the package It is the buyer’s responsibility to protect the item form theft after delivery. It is recommended to track your package with the tracking information we provided and make arrangement with the shipping company to be present to receive your item as some items may not require a signature.