Refund & Returns Policy

 

Return and Refund Policy

Effective Date: 2025-10-21

1. Scope and Intent

This Return and Refund Policy applies to all purchases made through the My Backyard HQ website located at mybackyardhq.com.

2. Contact Information

For questions about returns and refunds, please contact our Customer Service team.

Email: support@mybackyardhq.com
Phone: 877-471-3888
Address: 20015 S LaGrange Road, #1004, Frankfort Illinois 60423

3. Where We Accept Returns

We accept returns from customers in the USA.

4. Return Eligibility

We accept returns for both defective and non defective products within the window listed below.

4.1 Conditions for Return

  • New condition only Items must be unused and undamaged.
  • Original packaging The item must be in the original packaging with all labels and tags attached.
  • Proof of purchase A receipt or order number is required.

5. Return Window

You must request a return within 30 days of delivery. Once your return is approved you must ship or drop off the item within 14 days.

6. How To Start a Return

  1. Request Email support@mybackyardhq.com or call 877-471-3888 within 30 days of delivery and include your order number and reason for return.
  2. Label We will provide a downloadable prepaid return shipping label at no cost to you.
  3. Pack Securely re pack the product in the original packaging and include all accessories and manuals.
  4. Ship or drop off Mail the package using the prepaid label or complete an in store drop off at an authorized return location if offered for your order. We will provide instructions with your approval email.

7. Methods and Fees

Method Returns are accepted by mail. In store drop off may be available at an authorized location for certain items. Details will be provided with your return approval.
Return label Download and print. The label is free.
Restocking fee for change of mind A restocking fee of 25 percent of the product price applies to non defective returns. This fee does not apply to defective, damaged, incorrect, or lost in transit items.

8. Specific Situations

8.1 Change of Mind

Eligibility Item is new and in original packaging.
Refund Issued to the original payment method minus the 25 percent restocking fee.

8.2 Defective or Damaged

Notify us Within 48 hours of delivery with photos or videos.
Resolution Replacement or full refund. No restocking fee. Prepaid label is provided.

8.3 Incorrect Product Received

Resolution We arrange return at our expense and ship the correct item. No restocking fee.

8.4 Product Never Arrived

Resolution After carrier investigation we will issue a full refund or send a replacement.

8.5 Order Cancellation

Before shipment Full refund.
After shipment Submit a return request once delivered and follow this policy.

9. Exchanges

We accept exchanges. To request an exchange contact us at support@mybackyardhq.com. For defective or incorrect items we cover shipping. For change of mind exchanges the 25 percent restocking fee applies if the original item is returned for a refund rather than a like for like exchange.

10. Timelines and Refund Processing

Inspection We inspect items within 2 business days after receipt.
Processing time Refunds are processed within 7 days after inspection and approval.
Payment method Refunds go to the original payment method. Your bank may take additional time to post the funds.

11. Exceptions

The following items are not eligible for return or refund unless defective or incorrect on arrival.

  • Custom or personalized products
  • Perishable goods
  • Intimate or sanitary goods that have been opened
  • Gift cards and downloadable software

12. Legal Rights

This policy does not affect any statutory rights you may have under applicable law.

13. Questions and Support

We are here to help.

Email support@mybackyardhq.com
Phone 877-471-3888

By making a purchase on our website you agree to this Return and Refund Policy.

PML ECommerce Enterprise LLC.
support@mybackyardhq.com
877-471-3888
USA