Policy
Returns and Cancellations
Because many of our products are large, made to order, delivered by freight, or installed on site, return eligibility depends on the product and how far fulfillment has progressed. Contact us before sending any item back.
Cancellations before fulfillment
Request a cancellation as soon as possible at sales@johnnysbackyard.com or (210) 429-7529. We will approve a full cancellation when the order has not entered production, been specially ordered, been prepared for pickup, shipped, scheduled for delivery, or scheduled for installation. If costs have already been incurred, any approved refund may be reduced by nonrecoverable manufacturer, payment-processing, freight, or preparation charges.
Eligible standard-product returns
A standard, non-custom product may be eligible for return when you contact us within 14 days after delivery and the product is unused, unassembled, uninstalled, complete, and in its original packaging. Written return authorization is required. The customer is responsible for return freight, and an approved return may be subject to a restocking fee of up to 20 percent. Original delivery, installation, and other completed service charges are not refundable.
Items that cannot be returned
Custom or special-order products, sheds and buildings produced or configured for an order, clearance or final-sale items, gift cards, and products that have been assembled, anchored, installed, altered, used, or damaged after delivery are not returnable unless required by law or we confirm a defect covered by warranty.
Damage, shortages, and defects
Inspect freight before signing and note visible damage or missing pieces on the carrier's delivery receipt. Contact us promptly with the order number, photographs, and a description of the issue. Do not discard packaging or refuse a freight shipment unless we or the carrier instruct you to do so. We will work with the carrier or manufacturer on replacement parts, repair, or another appropriate remedy. Manufacturer warranty claims are handled under the applicable product warranty and are not ordinary returns.
Approved refunds
After an authorized return is received and inspected, we will confirm whether a refund is approved and identify any authorized deductions. Approved refunds are issued to the original payment method. Financial institutions may require additional time to post the credit.