Refund and Returns Policy – newenglandbackyards.com

Last Updated: August 13, 2026

At New England Backyards, we want you to be satisfied with your purchase. If you are not completely satisfied with an eligible product, you may request a return in accordance with the terms of this Refund and Returns Policy.

Please review this policy before making a purchase.

1. Return Eligibility

To be eligible for a return, the product must generally:

Be unused and in its original condition.
Be returned with its original packaging, accessories, manuals, and other included materials where applicable.
Not have been damaged, modified, assembled, installed, or altered after delivery.
Be accompanied by proof of purchase or the applicable order information.
Be returned within the applicable return period stated for the order or product.

Certain products may have additional return requirements because of their size, nature, shipping method, or manufacturer requirements.

Products that have been used, damaged, modified, or assembled may not be eligible for a return unless the product was defective or arrived damaged.

2. Items That May Not Be Eligible for Return

Certain products may be excluded from returns where permitted by applicable law, including products that:

Have been used or operated.
Have been assembled or installed.
Have been modified or altered.
Are damaged after delivery due to misuse, improper installation, or improper handling.
Are missing original components, accessories, or packaging.
Are otherwise identified as non-returnable on the applicable product page.

If you are unsure whether a product is eligible for return, please contact us before sending it back.

3. Damaged or Defective Products

If your order arrives damaged, defective, incomplete, or with an incorrect item, please contact us as soon as possible.

Please provide:

Your order number.
A description of the issue.
Photographs or videos showing the product and packaging when applicable.

We will review the information and determine the appropriate solution, which may include a replacement, repair, refund, or other resolution depending on the circumstances and applicable law.

For shipping-related damage, please retain the original packaging until the issue has been reviewed.

4. How to Request a Return

To request a return, contact our customer support team before sending any product back.

Email: contact@newenglandbackyards.com
Phone: +1 (978) 627-6852
Website: www.newenglandbackyards.com

Please include your order number and explain the reason for the return.

Do not send a product back to an address obtained from a third party or from an old order without receiving return instructions from us.

5. Return Authorization

A return may require prior authorization from New England Backyards.

If your return request is approved, we will provide the appropriate return instructions.

Unauthorized returns may be delayed or may not be accepted.

6. Return Shipping

Unless otherwise required by applicable law or agreed upon by New England Backyards:

Customers may be responsible for return shipping costs for returns made because of a change of mind or other reasons unrelated to a product defect or our error.
New England Backyards may cover reasonable return shipping costs when an item arrives damaged, defective, incorrect, or when the return is otherwise our responsibility.

Return shipping instructions and any applicable fees will be communicated when the return is approved.

7. Refunds

Once a returned product is received and inspected, we will determine whether it qualifies for a refund.

If approved, the refund will generally be issued to the original payment method used for the purchase.

The time required for the refund to appear in your account may vary depending on your payment provider, bank, or card issuer.

We will notify you when your refund has been processed.

8. Partial Refunds

In certain circumstances, a partial refund may be provided where permitted by applicable law, including when an eligible returned product has missing components, packaging, accessories, or other issues affecting its condition.

Any applicable deduction will be communicated to the customer.

9. Exchanges

If you receive a defective, damaged, or incorrect product, please contact us before returning it.

Where appropriate and available, we may offer a replacement or exchange instead of a refund.

Product availability may affect whether an exchange can be provided.

10. Cancellations

If you need to cancel an order, contact us as soon as possible.

We will make reasonable efforts to accommodate cancellation requests received before an order has been processed or shipped. However, once an order has entered processing or has been shipped, cancellation may no longer be possible and the customer may need to follow the applicable return procedure.

11. Manufacturer Warranties

Some products may be covered by a manufacturer’s warranty.

A manufacturer’s warranty is separate from this return policy and may have its own terms, conditions, exclusions, and procedures.

Where applicable, customers may be required to contact the manufacturer directly for warranty service.

12. Large or Oversized Products

Certain playground equipment, lawn equipment, power tools, garden equipment, or other large products may have special shipping and return requirements.

Because these products may require specialized transportation or handling, additional return conditions or shipping charges may apply.

Please contact us before returning a large or oversized product so that we can provide the appropriate instructions.

13. Refunds Required by Law

Nothing in this policy is intended to limit or exclude any consumer rights, warranties, remedies, or protections that cannot legally be limited or excluded under applicable federal, state, or local law.

Where applicable law provides consumers with rights that are more favorable than this policy, those legal rights will apply.