Last updated: May 5, 2026
While we fully stand by every product that we sell, we understand that sometimes you might change your mind or realize the product you ordered wasn't exactly what you were hoping for.
That's why we offer flexible return options.
UNOPENED ITEMS (30 Days)
If you decide you want to return any unopened item for any reason within 30 days after receipt of your order, you are eligible for a full refund. Simply email us at sales@premiumbackyard.ca with your order number and we will provide detailed instructions on how to process your return.
Cost: You are responsible for paying return shipping costs. We can assist in finding you the best possible rate.
Condition: Items must arrive at our distribution center in original, unopened condition with all original packaging and accessories included. Once inspected and approved, we will process your refund.
OPENED OR USED ITEMS (14 Days)
Returns for opened items are 14 days from receipt (with the exception of ROLUX Reel Mowers, which have a 30-day return window for opened items).
Restocking Fee: A 25% restocking fee will apply to all opened item returns. This fee helps us recondition the product for resale.
Example: If you return a $1,000 item that has been opened, the restocking fee would be $250, plus you are responsible for return shipping costs.
Condition: Items must arrive in "Like New" condition and must contain all original packaging and accessories. "Like New" means the items must not show any visual signs of wear or use. Items returned with visible signs of wear, damage, or issues due to use will not be accepted and no refund will be given.
Email us at sales@premiumbackyard.ca with your order number to initiate a return.
DAMAGED OR DEFECTIVE PRODUCTS IN SHIPPING
We guarantee that products arrive in perfect condition. If your item is damaged during shipping, you must report it immediately:
- Before accepting delivery: Refuse the shipment with the carrier. The carrier will handle the claim and replacement at no cost to you.
- If you accept the shipment: You must contact us and the carrier within 24 hours of delivery with photos of the damage. Damage claims reported after 24 hours will not be covered and will be subject to our standard return policy and restocking fees.
Our Responsibility: If a damage claim is properly reported within 24 hours, Premium Backyard will cover all shipping costs (both return and replacement) and expedite a new product to you at no charge.
Insurance Protection: Please note that once a shipment is accepted by you, the carrier's insurance becomes your responsibility. Claims not filed with the carrier before they leave your location will not be covered by shipping insurance.
Items damaged after use: Items that become damaged after delivery due to normal use, setup, or mishandling are non-refundable unless covered under the manufacturer's warranty.
CANCELLATIONS
If you would like to cancel an order, please email or call our customer service team immediately to avoid return shipping fees.
Before shipment: Orders cancelled before we ship will receive a full refund with no fees.
After shipment: Orders cancelled after items have shipped will follow our 30-day return policy and you will be subject to return shipping costs and applicable restocking fees.
RETURN PROCESS & TIMELINE
- Email sales@premiumbackyard.ca with your order number and reason for return
- We will provide detailed return instructions and a shipping label (if applicable)
- Ship the item back to us in original packaging
- We will inspect and process your return within 5-7 business days of receipt
- We will email you confirmation once your return has been processed and refund issued
Contact us: sales@premiumbackyard.ca or 1(888)851-8852
OTHER RETURN POLICY NOTES
- If a certain vendor or product does not support the return policy stated above, this will be noted in the product descriptions or in the product-specific return information.
- Products specified as certified pre-owned or used are ineligible for return.
- Premium Backyard only sells to purchasers who intend to use the item(s) for the duration of its economic life. Orders purchased for the specific purpose of "one time use" or "temporary use" are not eligible for return under any circumstances. This includes orders intended for use in trade shows, conferences, promotional events, or by trade show facilitators.
- All returns must be authorized by our customer service department prior to being processed.
- Please keep all original packaging for any items that need to be returned.
We want to make this as simple of a process as possible for you. If you have any questions about our return policy, please don't hesitate to reach out.