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Returns and Refunds Policy

Manufacturer's Return Policy

At Backyard Provider we follow the manufacturer's return policy. If the brand you are looking for below is not listed below you can send us an email at customerservice@backyardprovider.com or contact us at 888-575-2099 we will get back to you with the exact manufacture's return policy.

Our Main Manufacturers


The return service is available to US order only. If you are unsatisfied with your purchase, you may return the purchased items complete, unused, and in their original packing within 30 days of receiving them for an exchange or refund. If 30 days have passed since your purchase, we cannot offer a refund or exchange.For quality issues, we will give you a full refund or one-time free replacement within 30 days of receiving the items.

A shipping fee may be deducted from the original payment if you reject the shipments. You will be charged for shipping and a transaction fee of 2.6% for credit card users in the event of a return on US orders.


All returns are subject to approval by NewAge Products and may be denied if the product has been opened or used and is not in the original condition that it was received. No returns after 120 days of receiving your order will be accepted. We will not accept returns of individual components purchased as part of a set or bundle. Products being returned must be properly packaged for pickup, and securely placed on a pallet where possible. Returns are subject to a 20% restocking fee.


If your product was received damaged you must notify us within 5 days of receiving your package. Freight damage must be documented with photographs. 30 day warranty with the exception of spa covers against factory defects. Please keep your original packing slip, it has information you will need to receive a refund or replacement part

Original shipping & handling charges are not refundable. Customer is responsible for return freight charges. Orders receiving the free freight offer will have the freight deducted from the original purchase price and all returns are subject to a 15% restocking fee.

Return Policy Requirements

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

To start a return, you can contact us at customerservice@backyardprovider.com. If your return is accepted, we’ll send you a return shipping label, as well as for instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Return Request Instructions

To start a return, please use our Contact Form and provide the following informations:

  1. Order Number
  2. Item Number for the product you are interested in returning
  3. Reason for the return
  4. Resolution requested: Refund or Replacement

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item so that we can evaluate the issue and make it right.

Our support team will respond within one business day and instructions will be provided.

Exceptions / non-returnable items

Items that are not eligible for return are:

  • Custom Products
  • Gift Cards

Late or Missing Refunds

If you haven’t received a refund, you may check with your bank first. It may take up to 5 business days for the refund to post on your account, depending on your bank.

If you have done all of this and you still have not received your refund, please contact our support via email: customerservice@backyardprovider.com

Order Cancellation and Modification Request:

If you wish to cancel or change your order, please email and call us as soon as possible and we will do our best to accommodate your request.

Please note that once that time frame has passed, we will be unable to modify or cancel your order since your order would have already been shipped. However, upon reception of your order, you can always send it back to us for an exchange or a refund.

Please note that the return shipping fees are at the expense of the customer and depending on the manufacturer you might be subject to restocking fees. Also note that regardless of the manufacturer you will be charged a transaction fee of 3% for credit card users. Our team will always do its best to help you with your request. 

Contact Us

Phone: +1 888-575-2099