Refund & Returns Policy

We hope that you love the items you have purchased at The Best Backyard.  If, however, you need some help please see our return policy below.  

If you have any questions about our returns policy please contact our customer service team by phone or email. 

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Product Images and Descriptions

Website product images are indicative only and actual colours and finishes may vary slightly from the images shown. This variance can be due to factors such as different computer monitor screen settings and the lighting / angles used when photographing the product/s.

Order Cancellations

We try to get orders processed, picked, packed and dispatched as soon as possible, so it is not always possible to cancel an order once it has been processed. 

If you need to cancel an order please contact us immediately and we will do our best to cancel it for you. 

If the order has been sent to the warehouse and is being prepared for dispatch an admin fee of $50 to cover our staff time will be deducted from your order. Pick-up orders which are cancelled when ready to collect will be subject to a $75 fee. 

There will also be a small charge to cover the payment processing fees we are charged when your order is processed. This is the fee charged to us by the credit card companies, Paypal, Zip pay etc. This fee is not refunded to us when we issue you with a refund. The fee is between 1.8% and 2.7% for Credit Card / Paypal orders and 8% for Zip / Afterpay orders. 

Once a courier has been booked & the item has been dispatched we are unfortunately unable to stop the delivery. Please see our change of mind policy below. 

Warranty Claims / Faulty Items 

In the unlikely event an item is faulty or broken on arrival, or a product you have purchased from us develops a fault during the warranty period, please see our policy below. 

Defective Products: Item Broken or Faulty on Arrival

Broken or faulty items must be reported within 14 days of receiving your order.

When you receive your item please:

  • Check items upon delivery to ensure they are intact & all parts are included. 
  • Do not accept the delivery if the box has been damaged. 
  • Take photos of any damaged items, including the outer packaging 
  • Contact us with 14 days of receiving your item to report the fault

If a product arrives broken or faulty, and the process above is followed, there will be no charge to you for returns / replacements. We will organise to send a replacement product or replacement part at no cost to you and organise for the broken / faulty item to be collected. 

Warranty Claims

If an item you purchase develops a fault during the warranty period you may either contact us and we will liaise with the supplier to organise to a warranty claim, or you may contact the supplier directly to submit a warranty claim. 

The warranty period for the products we sell varies between the brands we sell, and the type of product. Please check the product page on our website or contact our customer support team if you are unsure. 

Photos and videos are usually required in order to submit a warranty claim. In some cases we may need to organise to collect the item to inspect it. 

If a product is defective, and the part / replacement is covered by the manufacturer warranty (after investigation), we will cover the cost of replacement product / parts, delivery and the collection of the faulty item. There will be no cost to you for repair / replacements under warranty. 

Change of Mind Returns

Please contact our team if you have any questions before ordering so we can help make sure you are selecting the right products for your needs. 

Some large / bulky items are excluded from change of mind returns due to the size of the item and the expense incurred in packing, storing and delivering items, which is often heavily subsidised. 

In order for a change of mind return to be considered please contact us within 14 days of receiving the item and provide your proof of purchase (e.g. order confirmation email) and reason for return. It is very important that the items you which to return are:

  • Unused and in the same condition that you received them in; and
  • In their original packaging.

If more than 14 days have passed since you received your item, unfortunately we can’t offer you a refund.

Change of Mind Returns - Delivery & Restocking Fees

For all change of mind returns you will be responsible for any delivery costs incurred in returning the item back to us / our supplier. 

A restocking fee of 15%-20% will apply to change of mind returns.

Please also note if you received discounted or free delivery when you placed your order, we will deduct the difference between the amount you paid for delivery and our actual delivery cost from the refund amount.

Change of Mind Returns - Return Process

To return your product, please contact our customer service team by phone or email first.   

Please do not return products without contacting us first as we need to check which warehouse the items should be returned to & if your order is eligible for return.

Items returned without a returns authorisation number will not be accepted. 

With some items we are able to supply a 'return post' shipping label. The cost of the return delivery will then be deducted from the final refund.  If this is not available for your order we will let you know so you can organise to deliver the items back to us / our supplier. 

We recommend always using an insured delivery service if you are organising your own delivery as we are not responsible for goods which are lost or damaged in transit to us. 

Exchanges

Unfortunately we do not offer exchanges.