Return Policy

Returns

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Our Commitment

At Backyard Pyre, every fire feature we sell is hand-selected and quality-verified. We stand behind every product and want you to feel confident in your purchase. If something isn't right, we'll make it right.

Return Window

We accept returns within 15 days of delivery for items in original, unassembled, and unused condition in their original packaging.

ELIGIBLE FOR RETURN

• Items in original, unused condition with all original packaging
• Items that have not been assembled or connected to a gas source
• Items with a manufacturer defect or damage that occurred during shipping

NOT ELIGIBLE FOR RETURN

• Items that have been assembled, installed, or connected to a gas source
• Items with damage caused by misuse, improper installation, or weather exposure
• Custom or special-order items (noted on individual product pages)
• Items returned after 15 days from delivery

How to Start a Return

You have 15 days from the date of delivery to initiate a return. To begin, email us at support@backyardpyre.com with your order number and reason for return.

Because our fire features are manufactured by Elementi, all returns must be authorized through their returns process. Once we receive your request, we will contact Elementi on your behalf to obtain a Return Merchandise Authorization (RMA) number. We'll follow up within 1–2 business days with your RMA number and return shipping instructions.

Do not ship items back without an RMA number — unauthorized returns cannot be accepted or processed.

Refunds

Once we receive and inspect your return, we'll issue a refund to your original payment method within 5–10 business days. You'll receive an email confirmation when your refund is processed.

RETURN SHIPPING COSTS

• All return shipping costs are the responsibility of the customer
• For defective or damaged items, Elementi may cover return shipping directly — this will be confirmed when your RMA number is issued
• Original shipping charges are non-refundable

Damaged or Defective Items

If your item arrives damaged or defective, contact us within 72 hours of delivery at support@backyardpyre.com with photos of the damage and your order number. We'll prioritize a replacement or full refund at no additional cost to you.

Cancellations

Orders may be cancelled within 24 hours of purchase for a full refund. After 24 hours, orders may have already been processed or shipped and standard return policy applies.

Trade & B2B Orders

All trade partner and B2B orders are subject to individual order terms agreed upon at time of purchase. Please contact us directly at support@backyardpyre.com for trade-specific inquiries.

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