Better Backyard Store — Refund & Return Policy

Overview

At Better Backyard Store, we are committed to making your buying experience as smooth and stress-free as possible. We specialize in home sauna, steam, and cold plunge equipment as an authorized dealer, and we work directly with the manufacturers to help resolve order, delivery, damage, warranty, and return issues.

Please read this Refund & Return Policy carefully before placing your order. By placing an order on BetterBackyardStore.com, you acknowledge that you have read, understood, and agreed to this policy.

For any questions, contact us at info@betterbackyardstore.com. We typically respond within 1 business day.

Order Cancellations Before Shipment

If you need to cancel an order, please contact us as soon as possible.

Orders canceled before they have been submitted for fulfillment or shipped will receive a full refund with no cancellation penalty.

To request a cancellation, contact us at info@betterbackyardstore.com. Please include your order number and the email address used at checkout.

Once an order has been submitted for fulfillment, picked, packed, loaded, or picked up by a carrier, it may no longer be eligible for cancellation. If cancellation is possible after fulfillment has started, the order may be subject to manufacturer fees, carrier fees, return shipping costs, return freight charges, or restocking fees.

Custom, Special Order & Made-to-Order Products

Custom, special order, and made-to-order products are final sale and cannot be canceled, returned, or refunded once production or fulfillment has started, unless the item is defective, damaged, incorrect, or otherwise required by law.

These items are made, ordered, or prepared specifically for your order and may go into production or manufacturer processing shortly after the order is placed.

Examples of custom, special order, or made-to-order products may include, but are not limited to:

• Cut-to-size sauna kits and custom-configured sauna rooms
• Made-to-order cabin, barrel, and modular outdoor saunas
• Custom glass doors, bench layouts, and interior configurations
• Heater or stove packages assembled to a specific room volume
• Custom wood species, panel, or cladding selections
• Custom-sized or custom-configured products
• Products marked as custom, special order, or made-to-order on the product page

If you are unsure whether your item qualifies as custom, special order, or made-to-order, please contact us before purchasing at info@betterbackyardstore.com.

Manufacturer warranties, when available, may still apply to custom, special order, or made-to-order products. If there is a valid manufacturing defect, we will work with the manufacturer to help resolve the issue.

Backordered Items

Backordered items are products that are temporarily out of stock but available for purchase based on an estimated future shipment date or manufacturer lead time.

All backorder lead times are estimates only and may change due to manufacturing delays, supply chain issues, carrier delays, or other circumstances outside our control.

If an item is backordered, we will provide the best available estimated timeline. If the timeline changes significantly, we will contact you with an updated estimated shipping date.

You may choose to accept the updated timeline or cancel the order for a refund before the item has shipped or entered final fulfillment.

By placing an order containing a backordered item, you acknowledge that the provided lead time is an estimate and not a guaranteed delivery date.

Shipping Delays

We do our best to provide accurate estimated shipping and delivery windows based on information from our manufacturers and carrier partners. However, all shipping and delivery timeframes are estimates only and are not guaranteed.

Shipping or delivery delays may occur due to:

• Manufacturer production delays
• Inventory changes
• Carrier delays
• Freight routing issues
• Weather
• High order volume
• Supply chain disruptions
• Holidays
• Remote delivery locations
• Circumstances outside our control

If we cannot ship your order within the stated timeframe, we will contact you with an updated estimated shipping date. You may choose to accept the delay or cancel your order for a refund before the item has shipped.

Once an order has shipped, it cannot be canceled in transit unless approved in writing by Better Backyard Store. If cancellation, return, refusal, or rerouting is approved after shipment, the customer may be responsible for return shipping, return freight, carrier fees, and any applicable restocking fees.

Returns & Exchanges After Shipment

Due to manufacturer policies, product size, packaging requirements, shipping costs, and the high-value nature of our products, all returns must be approved in writing before being sent back.

Return requests must be submitted within 30 days of delivery.

Not all products are eligible for return. Return eligibility depends on the product, manufacturer policy, condition of the item, packaging, and whether the item has been used, installed, assembled, wired, heated, filled, modified, damaged, or marked as final sale.

To be eligible for return, the product must be:

• Unused
• Uninstalled and unwired
• Never heated, fired, or filled with water
• Unassembled, unless otherwise approved
• In original packaging
• In resalable condition
• Complete with all parts, panels, hardware, stones, manuals, accessories, and packaging materials
• Approved for return in writing by Better Backyard Store

Customers are responsible for all return shipping costs unless the return is due to our error, an incorrect item, or another issue approved by Better Backyard Store.

Approved returns may be subject to a restocking fee of up to 25% of the product value, depending on manufacturer policy and product condition.

Original outbound shipping costs, return shipping costs, return freight costs, carrier fees, and restocking fees may be deducted from the refund when applicable. This may apply even if the original order included free shipping, because shipping costs may be built into the product or paid by Better Backyard Store to the manufacturer or carrier.

Refunds, when approved, are issued to the original payment method only.

Return Authorization Required

Do not send any product back without written return authorization from Better Backyard Store.

Because our products ship from different manufacturer warehouses and distribution centers, the correct return address may vary by product and by brand. Returns must be sent only to the return address provided in our written return instructions.

Products sent to the wrong address, sent without authorization, sent to Better Backyard Store's business address, or sent to any address not provided in our written return instructions may be refused, delayed, returned to sender, or ineligible for refund.

Once your return request is reviewed and approved, we will provide return instructions, including the correct return address and any required return authorization number, carrier instructions, or label information.

Exchanges

If you would like to exchange an item for a different product, please contact us at info@betterbackyardstore.com.

Exchange eligibility depends on the product, manufacturer policy, order status, condition of the original item, and availability of the replacement item.

If an exchange is approved, the customer may be responsible for price differences, return shipping, outbound shipping, freight fees, manufacturer fees, and any applicable restocking fees.

Non-Returnable Items

The following items may be final sale or non-returnable:

• Custom products
• Made-to-order products
• Special order products
• Clearance items
• Open-box items
• Heaters or stoves that have been wired, energized, or fired
• Cold plunge tubs, steam pods, steam generators, or hot tubs that have been filled with water
• Sauna rooms, cabins, or kits that have been assembled or heated
• Used or installed items
• Modified products
• Products not in original packaging
• Products damaged after delivery
• Products marked final sale on the product page
• Sauna stones, aroma oils, cleaning products, and other consumables once opened
• Replacement parts
• Items that are not accepted for return by the manufacturer

Once a heater has been energized or a plunge tub has been filled, the unit is no longer resalable and cannot be returned. If you are unsure whether an item is returnable, please contact us before placing your order.

Inspecting Your Delivery — Required

All customers are responsible for inspecting their order upon delivery. Please refer to our Shipping Policy for full delivery inspection instructions.

For standard parcel deliveries, inspect the packaging and product as soon as possible after delivery.

For freight deliveries, inspect the shipment before signing the Delivery Receipt or Bill of Lading whenever possible.

Before signing for a freight delivery, please:

• Count all boxes, packages, crates, or pallets. Sauna kits frequently ship in multiple cartons, and the heater or stove is often a separate package.
• Check for visible damage
• Look for punctures, crushed corners, tears, dents, or water damage
• Pay particular attention to glass doors and panels
• Note any damage or missing items on the Delivery Receipt or Bill of Lading
• Take clear photos of the packaging, labels, pallet, and any damage
• Keep all packaging materials

Failure to note visible freight damage or shortages on the Delivery Receipt may limit our ability to file a carrier claim or provide free replacement parts.

Damaged Items

If your item arrives damaged, please contact us at info@betterbackyardstore.com within 48 hours of delivery.

Your email should include:

• Your order number
• Photos of the damage
• Photos of the packaging
• Photos of the shipping labels
• Video of the damage, if available
• A written description of the issue
• A copy or photo of the noted Delivery Receipt or Bill of Lading, if applicable

For freight deliveries, do not refuse delivery unless the shipment is severely damaged, unsafe to unload, or we instruct you to do so. In most cases, accepting the delivery and clearly documenting the damage is the best way to help us file a claim and resolve the issue.

If damage is present at delivery:

1. Accept the delivery unless the shipment is severely damaged or unsafe to unload.
2. Clearly note all damage on the Delivery Receipt or Bill of Lading.
3. Take photos and video of the damage, packaging, labels, and pallet.
4. Contact us within 48 hours of delivery.

We will work with the manufacturer and carrier to help resolve the issue. Depending on the situation, resolution may include replacement parts, repair support, a replacement product, a discount, or another appropriate solution.

Damage reported late, not documented, or not noted on the Delivery Receipt when visible at delivery may limit our ability to file a carrier claim or provide a free replacement.

Concealed Damage

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

If concealed damage is discovered, please contact us at info@betterbackyardstore.com within 48 hours of delivery or as soon as the damage is discovered.

Please include:

• Your order number
• Photos of the damaged item
• Photos of the packaging
• Photos of the shipping labels
• A description of the issue

Concealed damage claims are time-sensitive and may be denied by the carrier or manufacturer if reported late. Please unpack and inspect your order as soon as possible after delivery, even if you do not plan to install immediately.

Missing Items or Shortages

If your order is missing boxes, panels, benches, heater components, stones, hardware, accessories, or other items, contact us at info@betterbackyardstore.com within 48 hours of delivery.

Please include:

• Your order number
• Photos of what was received
• Photos of the packaging and labels
• A description of the missing item or part
• A copy or photo of the Delivery Receipt or Bill of Lading, if applicable

We will work with the manufacturer to verify the shortage and arrange replacement parts or another appropriate resolution when applicable.

Incorrect Item Received

If you receive an item that is different from what you ordered, contact us at info@betterbackyardstore.com within 48 hours of delivery.

Please include your order number, photos of the item received, photos of the packaging and labels, and a description of the issue.

If the incorrect item was sent due to our error or manufacturer error, we will work to correct the issue at no cost to you.

Refund Processing

Once a return is received at the authorized return location and inspected, we will notify you whether the refund is approved.

If approved, the refund will be issued to the original payment method.

Please allow time for your bank, credit card company, or payment provider to process and post the refund after it has been issued.

Refund amounts may be reduced by applicable restocking fees, return shipping costs, return freight costs, original outbound shipping costs, missing parts, damaged packaging, product damage, or other costs allowed under this policy.

Delivery Refusals

If you refuse delivery for reasons not related to severe shipping damage or not approved in writing by Better Backyard Store before refusal, you may be responsible for:

• Original outbound shipping costs
• Return shipping or return freight costs
• Re-delivery fees
• Storage fees
• Carrier accessorial fees
• Manufacturer fees
• Any applicable restocking fees

Freight deliveries are typically curbside unless otherwise stated in writing. Refusing delivery because the carrier will not deliver into a garage, driveway, backyard, home, business, or other specific location does not qualify as an approved refusal.

Please contact us before refusing delivery so we can help determine the best next step.

Installation, Electrical & Site Conditions

Better Backyard Store supplies equipment only. We do not provide installation, assembly, electrical work, plumbing, foundation work, permitting, or contractor services.

Returns and refunds are not available for issues arising from:

• Insufficient electrical service, or the cost of a panel upgrade or new circuit
• Permit denial, HOA restrictions, or zoning requirements
• Inaccurate measurements or a unit that does not fit the intended space or access path
• An unlevel, undersized, or inadequately drained pad, deck, or floor
• Improper assembly, wiring, or installation, whether performed by the customer or a third party
• Damage caused during customer or contractor installation

Please confirm your electrical service, site conditions, access path, and local permitting requirements before placing your order. Our team is happy to review these with you in advance.

Warranty

Warranty coverage varies by manufacturer and product. Please refer to the product page or manufacturer documentation for specific warranty details when available.

Because we are an authorized dealer for the brands we carry, your manufacturer warranty is valid from the date of purchase.

Manufacturer warranties generally cover defects in materials or workmanship under normal use, subject to the manufacturer's terms and exclusions.

Unless otherwise stated in writing, warranties are provided by the manufacturer, not Better Backyard Store.

Better Backyard Store may assist with warranty questions or help connect you with the manufacturer when available, but we do not control manufacturer warranty decisions, claim approvals, replacement timelines, repair procedures, or parts availability.

Improper installation, unlicensed electrical work, over-firing, running a heater without stones, use of untreated or improper water in a plunge tub, failure to maintain the product, commercial use of a residential unit, or failure to follow manufacturer instructions may void warranty coverage.

Shipping damage, delivery damage, missing items, or damage present upon arrival must be reported under the damage claim process above and is not treated as a standard warranty claim.

BOGO Promotions

In the event of a buy-one-get-one promotion, both items must be returned to qualify for a full refund.

If only one item is returned, the refund or credit amount may be adjusted based on the promotional value of the returned item.

Return shipping costs, return freight costs, and applicable restocking fees may still apply.

Chargebacks & Payment Disputes

Our team is here to help resolve order, delivery, damage, return, refund, and warranty issues. If you have not received a product, received a damaged item, or have a concern about your order, please contact us first at info@betterbackyardstore.com so we can work toward a fair resolution.

We keep records of order details, communications, tracking information, delivery confirmations, signed freight receipts, return approvals, and claim documentation.

If a chargeback or payment dispute is filed for an issue that is already covered by this policy or actively being resolved, we reserve the right to provide documentation to the payment processor, card issuer, or relevant financial institution.

Fraudulent or abusive chargebacks may be disputed to the fullest extent permitted by law.

Contact Us

Better Backyard Store

info@betterbackyardstore.com

(888) 739-3321

Monday – Sunday, 8am – 7pm PT. We typically respond within 1 business day.

By placing an order on BetterBackyardStore.com, you acknowledge that you have read, understood, and agreed to this Refund & Return Policy.