Refund policy

Effective Date: June 22, 2026

Thank you for shopping with Backyard Entertaining Direct, owned and operated by Impact Digital Holdings LLC (“Company,” “we,” “our,” or “us”). This Return and Refund Policy explains how returns, cancellations, refunds, exchanges, damaged shipments, defective products, and related issues are handled for purchases made through www.backyardentertainingdirect.com.

By placing an order with Backyard Entertaining Direct, you agree to the terms of this Return and Refund Policy.

1. Scope

This Return and Refund Policy applies to purchases made through www.backyardentertainingdirect.com.

Because many of our products are large, heavy, high-value, freight-shipped, manufacturer-direct, or special-order outdoor living products, return eligibility may vary by product, supplier, manufacturer, and order status.

Products sold by Backyard Entertaining Direct may include outdoor furniture, fire pits, swing sets, playsets, outdoor structures, backyard entertainment products, and related accessories.

2. Contact Information

For questions about returns, cancellations, refunds, damaged products, missing items, or defective items, please contact us:

Backyard Entertaining Direct
Owned and operated by Impact Digital Holdings LLC
Website: www.backyardentertainingdirect.com
Email: support@backyardentertainingdirect.com

Mailing / Registered Agent Address:
116 Agnes Rd Ste 200
Knoxville, TN 37919
Knox County, USA

3. Return Window

Eligible return requests must be submitted within 30 days of delivery.

To be eligible for a return, the item must be:

  • Unused;

  • Unassembled;

  • Uninstalled;

  • Undamaged;

  • In new, resalable condition;

  • In its original packaging;

  • Complete with all parts, hardware, manuals, accessories, and included items;

  • Accompanied by proof of purchase.

Items that have been assembled, installed, used, modified, damaged, or removed from their original packaging may not be eligible for return.

4. Return Authorization Required

All returns must be approved in advance by Backyard Entertaining Direct.

Do not ship any item back without written return authorization from us.

To request a return, email support@backyardentertainingdirect.com with:

  • Your order number;

  • Your full name;

  • The product you want to return;

  • The reason for the return;

  • Photos of the product and packaging;

  • Confirmation that the item is unused, unassembled, undamaged, and in original packaging.

If your return is approved, we will provide return instructions. Depending on the product, supplier, or manufacturer, this may include a Return Merchandise Authorization number, return address, packaging instructions, and shipping requirements.

Returns sent without authorization may be refused, delayed, returned to sender, or ineligible for refund.

5. Return Shipping Costs

Unless the return is due to our error, an approved defective product claim, an incorrect item, or another issue for which we are responsible, the customer is responsible for all return shipping costs.

For large, oversized, or freight-shipped items, return shipping costs can be substantial. You are responsible for arranging and paying for approved return shipping unless we specifically state otherwise in writing.

Original shipping costs, freight charges, delivery fees, and handling fees are non-refundable unless the return is due to our error or otherwise required by law.

6. Restocking Fees

Approved returns may be subject to a restocking fee of up to 25% of the product purchase price.

Restocking fees help cover supplier fees, warehouse handling, inspection, repackaging, administrative costs, and loss of resale value.

The exact restocking fee may vary depending on the product, manufacturer, supplier, order status, condition of the returned item, and whether the item was shipped by freight.

Any applicable restocking fee will be deducted from the refund.

7. Non-Returnable Items

The following items are generally non-returnable and non-refundable unless defective, damaged in transit, or incorrect due to our error:

  • Products that have been used, assembled, installed, modified, or damaged;

  • Products not returned in their original packaging;

  • Custom, made-to-order, personalized, or special-order products;

  • Clearance, closeout, final sale, or open-box items;

  • Replacement parts;

  • Items missing parts, hardware, manuals, accessories, or packaging;

  • Items damaged due to improper assembly, improper installation, misuse, neglect, weather exposure, or failure to follow manufacturer instructions;

  • Gift cards or store credits;

  • Products refused at delivery without written authorization from us.

Some manufacturers may have additional return restrictions. If a product is subject to manufacturer-specific return terms, those terms may apply.

8. Change-of-Mind Returns

If you wish to return an eligible item because you changed your mind, ordered the wrong item, no longer want the product, or the product does not fit your space, you may request a return within 30 days of delivery.

Change-of-mind returns are subject to:

  • Return approval;

  • Product eligibility;

  • Original packaging requirements;

  • Customer-paid return shipping;

  • Applicable restocking fees;

  • Inspection upon return.

We strongly recommend carefully reviewing product dimensions, specifications, installation requirements, clearance requirements, materials, colors, and intended use before placing an order.

9. Damaged Shipments

If your order arrives damaged, please contact us at support@backyardentertainingdirect.com within 48 hours of delivery.

You must include:

  • Your order number;

  • Photos of the damaged product;

  • Photos of the packaging;

  • Photos of the shipping label;

  • A description of the damage;

  • A copy or photo of the delivery receipt, if applicable.

For freight deliveries, visible damage should be noted directly on the delivery receipt before signing. If damage is visible, write “DAMAGED” on the delivery receipt before accepting the shipment.

Please keep all original packaging, pallets, boxes, and packing materials until the claim is resolved.

We will work with the carrier, supplier, or manufacturer to determine the appropriate resolution, which may include replacement parts, repair, replacement, or another remedy depending on the situation.

Failure to report damage within the required timeframe or failure to document damage at delivery may limit or prevent our ability to assist with a claim, replacement, repair, or refund.

10. Concealed Damage

Concealed damage is damage discovered after delivery that was not clearly visible at the time the shipment was received.

If you discover concealed damage, contact us within 48 hours of delivery at support@backyardentertainingdirect.com.

Please include your order number, photos of the damage, photos of the packaging, and a description of the issue.

Concealed damage claims are time-sensitive and may be denied by the carrier, supplier, or manufacturer if not reported promptly.

11. Defective Products

If you believe your product is defective, contact us at support@backyardentertainingdirect.com as soon as possible.

Please include:

  • Your order number;

  • A description of the defect;

  • Photos or videos showing the issue;

  • Photos of any relevant labels, serial numbers, packaging, or parts.

Many products are covered by manufacturer warranties. Depending on the product and issue, the appropriate resolution may be handled through the manufacturer’s warranty process.

A defective product claim does not automatically qualify for a full refund. Depending on the situation, the resolution may include replacement parts, repair, replacement, warranty service, or another remedy determined by the manufacturer, supplier, or Backyard Entertaining Direct.

Damage caused by improper assembly, improper installation, misuse, neglect, weather exposure, normal wear and tear, unauthorized modification, or failure to follow manufacturer instructions is not considered a defect.

12. Incorrect Product Received

If you receive the wrong product, contact us immediately at support@backyardentertainingdirect.com.

Please include:

  • Your order number;

  • Photos of the product received;

  • Photos of the packaging and shipping label;

  • A description of the issue.

If we confirm that the wrong item was sent due to our error, we will work with you to arrange a return, replacement, or other appropriate resolution at no additional cost to you.

13. Missing Items, Parts, or Hardware

If your order is missing boxes, parts, hardware, manuals, accessories, or other components, contact us within 48 hours of delivery at support@backyardentertainingdirect.com.

Please include:

  • Your order number;

  • A description of what is missing;

  • Photos of what was received;

  • Photos of the packaging and shipping labels;

  • A copy or photo of the delivery receipt, if applicable.

We will work with the supplier or manufacturer to investigate and provide the missing item, replacement part, or other appropriate resolution.

14. Lost Shipments or Product Never Arrived

If your product does not arrive within the estimated delivery timeframe, please contact us at support@backyardentertainingdirect.com.

We will work with the carrier, supplier, or manufacturer to investigate the shipment.

If the shipment is confirmed lost by the carrier, we may offer a replacement, refund, or other appropriate resolution depending on the circumstances.

If tracking shows the order was delivered, we may request that you check the delivery area, surrounding property, neighbors, building management, or anyone else who may have accepted the delivery before further action is taken.

15. Order Cancellations

If you wish to cancel an order, contact us as soon as possible at support@backyardentertainingdirect.com.

Before Shipment

If your order has not yet been processed, packed, staged, assigned to a carrier, or shipped, we will make reasonable efforts to cancel the order and issue a refund.

After Processing or Shipment

Once an order has been processed, packed, staged, assigned to a carrier, or shipped, cancellation may no longer be possible.

If cancellation is not possible, you may need to follow the return process after receiving the product, subject to return eligibility, return shipping costs, and applicable restocking fees.

Special-Order or Manufacturer-Direct Items

Some custom, special-order, manufacturer-direct, or made-to-order items may not be cancelable once the order has been submitted to the supplier or manufacturer.

16. Refused Deliveries

Do not refuse delivery unless we specifically instruct you to do so in writing.

If you refuse delivery without written authorization, you may be responsible for:

  • Original shipping charges;

  • Return freight charges;

  • Redelivery fees;

  • Storage fees;

  • Restocking fees;

  • Carrier fees;

  • Supplier or manufacturer fees.

Unauthorized refused deliveries may be treated as an unauthorized return and may not be eligible for a full refund.

If a shipment appears damaged, follow the inspection and damage reporting instructions in our Shipping Policy instead of refusing the shipment unless we instruct you otherwise.

17. Refund Approval and Inspection

Refunds are not issued until the returned item has been received, inspected, and approved.

Returned items must meet all return eligibility requirements.

We reserve the right to deny a refund or issue a partial refund if the returned item is:

  • Used;

  • Assembled;

  • Installed;

  • Damaged;

  • Missing parts or accessories;

  • Not in original packaging;

  • Not in resalable condition;

  • Returned without authorization;

  • Returned outside the approved return window;

  • Damaged during return shipping due to improper packaging.

18. Refund Processing

Approved refunds will be issued to the original payment method used at checkout.

Refunds are typically processed within 7–14 business days after the returned item has been received, inspected, and approved.

Your bank, card issuer, financing provider, or payment processor may take additional time to post the refund to your account. We do not control third-party processing timelines.

Shipping fees, return shipping costs, restocking fees, payment processing fees, and other applicable charges may be deducted from the refund where permitted by law.

19. Exchanges

We may offer exchanges for eligible defective, damaged, incorrect, or missing products depending on availability and the circumstances of the issue.

For change-of-mind exchanges, the customer is responsible for return shipping, any price difference, and any applicable restocking fees.

Because many products are large, freight-shipped, supplier-direct, or manufacturer-direct, exchanges may not always be available.

20. Manufacturer Warranties

Many products sold by Backyard Entertaining Direct may include a manufacturer’s warranty.

Warranty coverage, duration, exclusions, and claim procedures vary by manufacturer and product.

Manufacturer warranties may cover certain defects in materials or workmanship but typically do not cover misuse, improper assembly, improper installation, weather damage, normal wear and tear, unauthorized modifications, or failure to follow instructions.

If your issue may be covered by a manufacturer warranty, we may help direct you to the appropriate warranty process, but warranty decisions are ultimately subject to the manufacturer’s terms.

21. Final Sale and Clearance Items

Products marked as final sale, clearance, closeout, discontinued, special order, custom order, or open box may not be eligible for return, cancellation, exchange, or refund unless defective, damaged in transit, or incorrect due to our error.

22. Legal Rights

This Return and Refund Policy does not limit any rights you may have under applicable law.

If any part of this policy conflicts with rights that cannot be waived under applicable law, those legal rights will apply.

23. Changes to This Return and Refund Policy

We reserve the right to update or modify this Return and Refund Policy at any time. Changes will be effective immediately upon posting to the Website unless otherwise stated.

Your continued use of the Website or purchase from Backyard Entertaining Direct after changes are posted means you accept the updated Return and Refund Policy.