At Shop Backyard Grills, we want our return, cancellation, and refund policies to be clear and easy to understand. Please review the information below before placing your order.
If you have questions about an order, cancellation, return, or refund, please contact us at info@shopbackyardgrills.com or (877) 356-5646.
Cancellations Before Shipment
Orders may be canceled for a full refund at any time before they have shipped, except for custom or made-to-order products as described below.
If you need to cancel an order, please contact us as soon as possible at (877) 356-5646, through our live chat during available hours, or at info@shopbackyardgrills.com.
Once an order has shipped, it can no longer be canceled and will instead be subject to the applicable return terms below.
Custom & Made-to-Order Products
Custom and made-to-order products cannot be canceled, returned, or refunded once production has begun.
These products are manufactured or configured specifically for your order. If you are unsure whether a product is considered custom or made-to-order, please contact us before placing your order.
Custom and made-to-order products are final sale unless the product arrives damaged, defective, or incorrect. Manufacturer warranties continue to apply as specified for the applicable product.
Returns
We accept eligible returns within 30 days of delivery.
To be eligible for a return, products must be unused, uninstalled, and returned in their original packaging and condition. Custom and made-to-order products are not eligible for return unless they arrive damaged, defective, or incorrect.
To request a return, contact us at info@shopbackyardgrills.com. Returns must be authorized before they are sent back. Products returned without prior authorization may not be accepted.
Returns are made by mail or freight shipment, depending on the size and type of product. Once your return is authorized, we will provide the appropriate return shipping address and instructions.
Return Shipping & Restocking Fees
For returns resulting from buyer preference, ordering the wrong product, or another reason not caused by Shop Backyard Grills, the customer is responsible for return shipping costs.
Shop Backyard Grills does not charge a restocking fee on eligible returns.
For products that arrive damaged, defective, or incorrect, Shop Backyard Grills will work with you to arrange the appropriate resolution at no additional cost to you.
Exchanges
Eligible products may be exchanged within the applicable 30-day return period. Please contact us before returning a product so we can confirm eligibility and provide return instructions.
For exchanges requested due to customer preference or ordering error, the customer is responsible for return shipping and may also be responsible for shipping costs associated with the replacement product. Any applicable costs will be communicated before the exchange is processed.
Damaged, Defective, or Incorrect Items
Please inspect your shipment as soon as it arrives.
If you notice visible shipping damage, note the damage with the carrier when possible and take photographs of the product and packaging. For freight deliveries, please report visible shipping damage to us within 24 hours of delivery so we can promptly assist with the carrier claim process.
Send photographs of the damage, packaging, product SKU, and a brief description of the issue to info@shopbackyardgrills.com.
If you receive an incorrect or defective product, please contact us promptly so we can determine the appropriate resolution.
Products that arrive damaged, defective, or incorrect are not treated as standard customer-preference returns. Shop Backyard Grills will work with you to arrange the appropriate resolution at no additional cost to you.
Refunds
Once an approved return has been received and inspected, we will notify you of the status of your refund.
Approved refunds will be issued to the original payment method within 7 business days after the returned product has been received and inspected.
Any applicable return shipping charges or restocking fees disclosed during the return authorization process may be deducted from the refund.
After we issue your refund, please allow additional time for your bank, credit card company, or payment provider to process and post the refund to your account.
If more than 10 business days have passed since we approved and processed your refund and it has not appeared in your account, please contact us at info@shopbackyardgrills.com.
Warranty
Manufacturer warranties vary by product and brand. Please refer to the applicable product page or manufacturer warranty documentation for specific warranty coverage.
Warranty claims are separate from standard returns. If you believe your product has developed a defect covered by its manufacturer warranty, contact us at info@shopbackyardgrills.com, and we will assist you with the appropriate next steps.
Damage that occurs during shipping should be reported as shipping damage rather than as a warranty claim.
Buy One Get One (BOGO) Promotions
For Buy One Get One promotions, both qualifying products must be returned to receive a full refund of the eligible purchase.
If only one product is returned, the refund or store credit may be adjusted to account for the promotional value of the retained product.
Standard return eligibility requirements, return shipping charges, and any applicable manufacturer restocking fees also apply to promotional purchases.
Manufacturer-Specific Return Policies
Certain products may have additional return restrictions or requirements based on the manufacturer, including custom or made-to-order products.
When a product has specific return conditions, those conditions will be disclosed on the applicable product page. If you have questions about the return eligibility of a particular product, please contact us before purchasing.
Questions?
If you have questions about cancellations, returns, refunds, exchanges, damaged products, or warranty assistance, please contact us:
Shop Backyard Grills LLC
Email: info@shopbackyardgrills.com
Phone: (877) 356-5646
Business Address: 8401 Mayland Drive, # 8002, Richmond, VA 23294
