Return and Refund Policy

At Backyard Pyre, every fire feature we sell is hand-selected and quality-verified. 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 damaged by misuse, improper installation, or weather exposure; custom or special-order items (noted on the product page); items returned after 15 days from delivery.

How to Start a Return

You have 15 days from the date of delivery to start a return. Email us at support@backyardpyre.com with your order number and reason for return. Because our fire features are manufactured by Elementi, all returns are authorized through their returns process. Once we receive your request, we will obtain a Return Merchandise Authorization (RMA) number and email it to you along with return shipping instructions within 1 to 2 business days. Do not ship items back without an RMA number, as unauthorized returns cannot be accepted.

Refunds

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

Return Shipping Costs

Return shipping costs are the responsibility of the customer. For defective or damaged items, Elementi may cover return shipping directly, which 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 already be processed or shipped, and the standard return policy applies.

Contact

Backyard Pyre, Knoxville, Tennessee. Email support@backyardpyre.com or call 865-466-6036, Monday through Friday, 9am to 5pm EST.