Our return policy
- 60 days from the delivery date to request a return.
- Free returns: we email you a prepaid return label. We do not charge restocking fees or deduct any shipping costs (shipping to you was free).
- Items must be unused, in their original condition and packaging, with all parts and accessories.
- A return approval is required. Parcels sent back without contacting us first may be delayed.
Items that cannot be returned
For safety and hygiene, the following cannot be returned once opened: lawn seed, compost, soil and other growing media, fertilizer, moss killer and weedkiller. Unopened items in their original sealed packaging can be returned as normal. If any of these items arrive damaged, defective or incorrect, we will replace or refund them (see the scenarios below).
How to start a return
- Email support@premiumbackyard.shop with your order number, the item(s) you want to return and the reason. Add photos if the item is damaged, defective or wrong.
- Within 1 business day we reply with your return approval and a prepaid return label. The return address is printed on the label.
- Pack the item securely and drop it off with the carrier within 14 days of receiving the label.
- We inspect the item within 2 business days of it arriving.
- Approved refunds are issued to your original payment method through Stripe. Banks usually post refunds within 5–10 business days.
Refunds
Refunds always go back to the original payment method, through Stripe, after we inspect the returned item. The time your bank takes to show the refund is outside our control, but it is usually 5–10 business days. If you have not seen your refund after that, please contact your bank first, then email us and we will help.
Damaged, defective or wrong items
Please contact us within 7 days of delivery with photos of the item and the packaging. We will send a free replacement or give you a full refund, whichever you prefer. Reporting within 7 days lets us make a claim with the carrier.
Common return scenarios
Here is what happens in the most common situations.
| Situation | What you do | What we do |
|---|---|---|
| 1. Changed my mind (unused, within 60 days) | Free return label | Full refund of the item price after inspection. |
| 2. Arrived damaged in transit | Report within 7 days of delivery with photos of the item and packaging | You choose a free replacement or a full refund. We confirm by email whether the damaged item needs to be returned. |
| 3. Defective item (manufacturing fault) | Report within 60 days of delivery with photos or a short video | Free replacement or full refund. We send a free return label if we need the item back. |
| 4. Wrong item, size or color sent by us | Report within 7 days of delivery | We ship the correct item free and send a free label for the wrong one (or, at our discretion, let you keep it). |
| 5. Missing item or part | Report within 7 days of delivery | We ship the missing item or part free of charge, or refund that item. |
| 6. Package lost in transit | No tracking movement for 7 business days, or not delivered 5 business days after the latest estimated date | We open a carrier investigation. If it is not resolved within 3–5 business days, you choose a free reshipment or a full refund. |
| 7. Tracking says “Delivered” but you did not receive it | Check around the property and with neighbors, and wait 48 hours (carriers sometimes scan early), then contact us | We file a carrier claim and investigate. If the carrier confirms the loss, we reship or refund in full. |
| 8. Cancellation before dispatch | Before the shipping confirmation email | Cancelled immediately, with a full refund within 1–2 business days. |
| 9. Cancellation request after dispatch | The order can no longer be cancelled | You can refuse delivery or use the free 60-day return. We refund once the item is back with us. |
| 10. Returned item is used, damaged by the customer, or incomplete | Found at inspection | We email you photos and offer either a partial refund that reflects the condition, or to send the item back to you at our cost. No hidden fees. |
| 11. Refused delivery, or returned to us because of an incorrect address | Once the package is back with us | Full refund of the items, or one free reshipment to the corrected address. |
| 12. Partial return from a multi-item order | Return only the items you do not want | We refund only the returned items. |
| 13. Exchange (different size or color) | Contact us to arrange it | Free. The replacement ships as soon as the return shows its first carrier scan. |
| 14. Gift returns | Contact us with the order number | The refund goes to the original purchaser’s payment method. |
| 15. Request after 60 days | Outside the standard window | Not eligible for a standard return. If the item is defective, contact us and we will review it case by case. |
Our protections for fair returns
- A return approval is needed before you send an item back.
- Photos are needed for damaged, wrong or defective items.
- Transit damage and wrong or missing items must be reported within 7 days of delivery.
- Items are inspected before a refund is issued.
- We run a carrier investigation before re-sending a lost package.
- Partial refunds apply only where an item has clearly been damaged by use, and we always share photos.
Related policies
Contact us
Questions about this policy? We are happy to help. Monday – Saturday, 9:00 am – 5:00 pm Central Time (US).
Premium Backyard, 129 Vision Park Boulevard, Shenandoah, TX 77384, United States
We are an online store only. Please do not send returns to this address; we email a prepaid return label with the correct return address.