We want you to love what you ordered. If something isn’t right, we’re here to help.
Return Window
You may return most unused items within 30 days of delivery for a refund. The 30-day window starts the day your order is marked delivered by the carrier.
Eligibility
To be eligible for a return, the item must be:
- Unused, uninstalled, and in the original condition you received it
- In its original packaging with all manuals, accessories, and hardware
- Free from signs of assembly, fuel use, or exposure to the elements
Items That Cannot Be Returned
- Custom-built or made-to-order items (including custom outdoor kitchen islands and configured-to-order grills)
- Items that have been assembled, installed, or used
- Items marked as Final Sale on the product page
- Gift cards
- Clearance or closeout items (unless defective)
How to Start a Return
- Email customerservice@backyardbbq.com within 30 days of delivery with your order number and reason for return
- We’ll send return instructions, including the correct return address (some items ship back to the manufacturer, not to us)
- Pack the item in its original packaging, including all accessories and documentation
- Ship the return using a tracked shipping service — we recommend insurance for high-value items
Return Shipping Costs
Return shipping is the customer’s responsibility unless the item arrived defective or we made an error fulfilling your order. For large freight items, we can arrange return freight at a discounted rate — contact us for a quote before shipping.
Restocking Fees
Most items are accepted with no restocking fee. Some manufacturers charge a restocking fee (typically 15–25%) on returned built-in or freight items. If a restocking fee applies, we’ll let you know before you ship the return.
Exchanges
The fastest way to exchange is to return the original item for a refund, then place a new order for the replacement. If the replacement costs the same or less, reach out and we’ll do our best to streamline it.
Damaged or Defective Items
If your item arrives damaged, or develops a defect within the manufacturer warranty period, contact us immediately. We’ll coordinate directly with the manufacturer for repair, replacement, or refund as appropriate. Most premium grills and outdoor cooking equipment come with a manufacturer warranty — see the product page or included paperwork for specific terms.
Timing
Once we receive and inspect your return, refunds are typically issued within 5–10 business days. See our Refund Policy for details on how refunds are processed.
Questions?
Email customerservice@backyardbbq.comand we’ll walk you through it.