Returns & exchanges
30-day return window. Original, unopened packaging. We’ll walk you through it.
Eligibility
What can you return?
Eligible
- Within 30 days of delivery
- Original, unopened packaging
- Unused and in new condition
- Includes original manuals, accessories, and hardware
Not eligible
- Assembled, installed, or used items
- Custom-built or made-to-order items
- Final Sale items
- Gift cards
- Clearance or closeout items (unless defective)
Process
How returns work
- 1
Email us
Send your order number and reason for return to customerservice@backyardbbq.com.
- 2
Get your RMA
We'll send a Return Merchandise Authorization number and the correct return address.
- 3
Ship it back
Pack the item in its original packaging with all accessories, and ship with a tracked service.
- 4
Refund
Once we receive and inspect the return, refunds are issued within 5–10 business days.
Restocking
Restocking fees
If a manufacturer fee applies, we’ll let you know before you ship the return so there are no surprises.
| Condition | Fee |
|---|---|
| Unopened items | No fee |
| Opened but unused | 15% restocking fee |
| Built-in / freight items | Up to 25% (manufacturer dependent) |
| Assembled or installed | Not eligible |
Return shipping
Who pays for return shipping?
- Defective or our error: we cover return shipping.
- Standard returns:return shipping is the customer’s responsibility. We recommend a tracked, insured service.
- Freight items: we can arrange return freight at a discounted rate — contact us for a quote before shipping anything heavy.
Ready to start?
Email us with your order number and reason so we can send the correct return instructions.
Start a returnOr write us directly: customerservice@backyardbbq.com
Other situations
- What if my item arrives damaged?
- Contact us immediately. We'll coordinate directly with the manufacturer for repair, replacement, or refund — whichever fits. Photos of the damage help us move faster.
- How do exchanges work?
- The fastest path is to return the original for a refund, then place a new order. If the replacement costs the same or less, reach out and we'll do our best to streamline it.
- When does the 30-day window start?
- The day your order is marked delivered by the carrier — not the day you place the order.
- What about manufacturer warranties?
- Most premium grills and outdoor cooking equipment come with a manufacturer warranty. See the product page or the included paperwork for specific coverage terms.
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