Returns and refunds

Returns and refunds

Last updated: November 2026. This page explains how returns and refunds work for BackyardAce orders.

Return window

You can return an unused or lightly used product within 14 days of delivery for a refund of the item price. To start a return, email backyardace@use.startmail.com with your order number and we will send you the return instructions.

How to return

Send the product back with everything you received and, if possible, in its original packaging. Return shipping is paid by the customer unless the item arrived damaged, defective or wrong. We recommend a tracked service and keeping your receipt, because the risk of loss or damage on the way back is yours. Please do not send returns before you have our instructions.

Refunds

Once we receive and check your return, we refund the item price to your original payment method within 10 business days. Original shipping charges are not refundable unless the item arrived damaged, defective or wrong. Your bank or card issuer may take additional time to post the refund.

Damaged, defective or wrong items

If your order arrives damaged, defective or not what you ordered, email us within 14 days of delivery with your order number and a few photos. We will send a replacement or refund you, at no cost to you, including return shipping.

Cancelling an order

To cancel an order that has not shipped yet, email us right away with the order number. If preparation has not started, we will cancel it and refund you in full.

Contact

Questions about returns: backyardace@use.startmail.com.