Return Policy

BACKYARD LIFESTYLES - LIMITED WARRANTY  POLICY:

All products sold by Backyard Lifestyles Limited are subject to a Limited Warranty, to be free from factory defects in parts and workmanship under normal use and service.  The length and specifics of the Limited Warranty period is specific to each product/brand and begins from the date of purchase. Please refer to each product’s specific Limited Warranty details and terms, if applicable.  In general, when a factory defect is reported and confirmed within a product’s Limited Warranty period, Backyard Lifestyles will, at its option, repair or replace the defective part or product. Backyard Lifestyles will make the final warranty determination, which may require inspection and/or photos/videos of the product, which clearly show the factory defect(s).  We may provide additional trouble-shooting instructions and/or videos. 

The following conditions are not covered by a product Limited Warranty:

• Products that are NOT purchased directly from Backyard Lifestyles 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 elemental 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.

Backyard Lifestyles will not be responsible for any costs, losses, or damages incurred as a result of loss or misuse of a product and will not be responsible for consequential damages in excess of the purchase price of the product.  If the Limited Warranty is applicable, there will be no charge for the replacement parts or product, however it will be the consumer’s responsibility to return the product to Backyard Lifestyles Limited. The Limited Warranty does not cover costs associated with freight, removal and reinstallation of the product. The Limited Warranty is non-transferable and applies only for units that are for non-commercial personal use only.

In the event a product covered under the Limited Warranty is to be returned to Backyard Lifestyles, a Return Merchandise Authorization (RMA) is required. DO NOT send a product without authorization. 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, description of the issue and any relevant images/videos.  Once reviewed Backyard Lifestyles will provide further instructions. Backyard Lifestyles reserves the right to ship replacement part(s), if warranted.  If a full replacement is authorized, Backyard Lifestyles  may request that the entirety of damaged item is returned to Backyard Lifestyles or a “destroy-in-field” request be completed, prior to a full replacement being shipped.  We may provide trouble-shooting instructions or videos.

Any approved refund will be applied to the original payment method used for the purchase (no exceptions).

BACKYARD LIFESTYLES - NON-WARRANTY RETURN POLICY:

A customer requesting to return a purchased product for which the Limited Warranty is non-applicable, please note that a such a transaction is subject to re-stocking fee of 25% of the purchase price. Shipping cost paid at point of purchase is non-refundable. Any and all accessories and/or spare parts are final sale and are non-refundable.

DO NOT send a product back until you first contact Backyard Lifestyles and receive a Return Merchandise Authorization (RMA) and additional instructions.  Please email us at csr@backyardlifestyles.ca  and include in your email a copy of your invoice/receipt, purchaser full name, delivery address and phone number, order date, product name and SKU, product serial number (if applicable) and reason for return.

When an RMA is confirmed, please package all items adequately in the original packaging to prevent damage in transit. The shipping cost for an approved return is the responsibility of the customer. Please ensure that all packaging, product, accessories and instructions are included.  Failure to comply will result in a non-refund.

Any approved refund (less the 25% restocking fee) will be applied to the original payment method used for the purchase (no exceptions).

BACKYARD LIFESTYLES - CUSTOMER PRODUCT SUPPORT:

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, description of the issue and any relevant images/videos.  We may provide trouble-shooting instructions or videos.

Package/product damage as a result of shipping: Please contact us IMMEDIATELY (within three [3] days of delivery) via email 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, description of the issue and any relevant images/videos.  Please await additional instructions. Please retain all original packaging. Please DO NOT assemble the product until our investigation of the shipping damage is completed and further instruction is provided. Backyard Lifestyles reserves the right to ship replacement part(s), if warranted.  If a full replacement is authorized, Backyard Lifestyles  may request that the entirety of damaged item is returned to Backyard Lifestyles or a “destroy-in-field” request be completed, prior to a full replacement being shipped.

Package/product theft after delivery: While we do insure all packages with our hired third party freight carriers/companies for lost or damaged items, we are not responsible for package theft AFTER a package has been delivered to the customer/purchaser shipping address (Backyard Lifestyles is not responsible for incorrect SHIP TO addresses provided by the customer/purchaser). Once a package is delivered by the shipping carrier, it is now considered the customer/purchaser’s property and their responsibility to protect the package from theft. It is recommended that the customer/purchaser track their package with the tracking information provided to ensure delivery is completed and the package is safely retrieved/possessed.