Return and Refund Policy
Effective Date: June 18, 2025
At The Backyard Adventure Co., we want you to love your purchase. If something isn’t right, we're here to help.
1. Contact Information
📧 Email: support@thebackyardadventureco.com
📞 Phone: 1-647-560-9145
📍 Address: 201-1065 Canadian Place, #1086, Mississauga Ontario, Canada L4W 0C2
🕘 Hours: Monday to Friday, 8 AM – 4 PM EST
2. Return Eligibility
We accept returns within 14 days of delivery for most items. To qualify:
- Items must be unused, undamaged, and in original packaging
- Proof of purchase (order number or receipt) is required
- Products must be returned with all accessories and instructions included
3. Return Process
Step 1: Start Your Return
Contact us by email or phone within 14 days of receiving your order. Include:
- Your order number
- The reason for the return
- Photos (if item is damaged or incorrect)
Step 2: We’ll Guide You
We'll provide return instructions, including a Return Authorization (RA) number and a shipping address.
Step 3: Package & Ship
- Repack the product securely
- Include the RA number and any documentation
- Ship the item via a trackable service within 7 days of RA approval
4. Return Shipping
- Customer is responsible for return shipping unless the item is defective, incorrect, or damaged
- For issues that are our fault, we’ll cover the shipping costs
5. Refunds
- Refunds are issued once your return is received and inspected
- You’ll receive a confirmation email once your refund is processed
- Funds will be returned to your original payment method within 5–10 business days, depending on your bank
6. Exchanges
If you received a damaged, defective, or incorrect item, we’ll gladly exchange it at no cost. For other exchanges (e.g., change of mind), shipping is the customer’s responsibility.
7. Cancellations
- Orders not yet shipped can be cancelled for a full refund
- Once shipped, the standard return process applies
8. Non-Returnable Items
We do not accept returns on:
- Customized or personalized items
- Opened hygiene products (e.g., pool accessories, swimwear)
- Gift cards or digital downloads
9. Late or Missing Refunds
If you haven’t received your refund:
- Check your bank or credit card account again
- Contact your bank or card provider — it may take a few days to post
- Still stuck? Contact us and we’ll help sort it out
10. Your Legal Rights
This policy does not limit your rights under Ontario’s Consumer Protection Act or any other applicable Canadian laws.
11. Questions?
We’re here to help!
📧 Email: support@thebackyardadventureco.com
📞 Phone: 1-647-560-9145