Return and Refund Policy

Effective Date: 1st January 2026

1. Scope and Intent

This Return and Refund Policy applies to all purchases made through the Back Home website located at https://backhomehq.com ("Website").

2. Contact Information

For questions about returns and refunds, please contact our Customer Service team:

3. Return Eligibility

Customers in United States, Canada have the right to cancel their purchase and return the product within 14 days of receipt without providing any reason, subject to the conditions outlined below.

3.1 Conditions for Return

  • Unused and Undamaged: The item must be unused, undamaged, and in the same condition that you received it.
  • Original Packaging: The item must be in the original packaging, with all labels and tags attached.
  • Proof of Purchase: A receipt or proof of purchase is required.

4. Return Process

4.1 Initiating a Return

To initiate a return:

  1. Contact Customer Service:
    • Email us at info@backhomehq.com or call +1 (424) 403-1194 within 14 days of receiving your order.
    • Provide your order number and a detailed reason for the return.
  1. Return Authorization:
  • After reviewing your request, we will provide detailed return instructions and, if applicable, a Return Merchandise Authorization (RMA) number and a prepaid shipping label.

4.2 Preparing Your Return

  1. Package the Item Safely:
    • Securely pack the item in its original packaging.
    • Ensure all accessories, manuals, and free gifts are included.
  1. Include Documentation:
  • Include the return authorization form and any necessary supporting documents or images.
  1. Attach Shipping Label:
  • Download and print the return shipping label provided in our email.
  • Affix the label to the outside of the package.

4.3 Shipping the Return

  • Shipping Method:
    • Ship the package within 7 days of receiving the return authorization.
    • Use a trackable shipping method to ensure your package arrives safely.

5. Return Shipping Costs

  • Customer Responsibility:
    • All return shipping costs are the responsibility of the customer

6. Specific Return and Refund Conditions

6.1 Returns Due to Change of Mind

  • Eligibility:
    • Items must be unused, undamaged, and in original packaging.
    • Return request must be made within 14 days of receipt.
  • Refund:
    • A refund will be issued to the original payment method, minus any applicable restocking fees.

6.2 Defective or Damaged Goods

  • Notification:
    • Contact us within 48 hours of receiving the item.
  • Documentation:
    • Provide photos or videos of the defect or damage.
  • Resolution:
    • We will offer a replacement or a full refund, including return shipping costs.

6.3 Incorrect Product Received

  • Notification:
    • Inform us immediately upon receipt.
  • Resolution:
    • We will arrange for the incorrect item to be returned (at our expense) and ensure you receive the correct product.

6.4 Product Never Arrived

  • Notification:
    • Contact us if your product does not arrive within the estimated delivery time.
  • Resolution:
    • We will initiate an investigation with the carrier.
    • If the product is confirmed lost, we will offer a full refund or send a replacement product.

6.5 Order Cancellation

  • Before Shipment:
    • You can cancel your order for a full refund if it has not yet been shipped.
  • After Shipment:
    • If the order has already been shipped, please follow the return procedure after receiving the product.

7. Exceptions to the Return Policy

At Back Home, we curate premium outdoor living pieces — many of which are special-order and freight-shipped. Because of the nature of these products, the following items are non-returnable and non-refundable:

• Special Order & Custom Products

Many of our grills, fire features, outdoor kitchens, and specialty finishes are ordered directly from the manufacturer specifically for you.
Products that are custom-built, made-to-order, customized, or special-ordered are not eligible for return or cancellation once the order has been placed.

• Installed, Assembled, or Used Items

Once a product has been installed, assembled, wired, connected to gas or electric, burned, operated, or otherwise put into service, it cannot be returned.

This includes (but is not limited to):

  • Grills and grill inserts

  • Fire pits and fire tables

  • Outdoor heaters

  • Pizza ovens

  • Outdoor kitchen components

  • Fire bowls and burners

Even light use or installation voids return eligibility.

• Clearance, Final Sale & Discontinued Products

Items marked as clearance, final sale, discontinued, or non-stocked inventory are not eligible for return or refund.

• Products with Signs of Wear or Exposure

Outdoor products exposed to weather, showing signs of installation, scratches, stains, burn marks, or handling damage cannot be returned.

• Freight, Delivery & Installation Charges

All freight shipping, liftgate services, white-glove delivery, installation, and handling fees are non-refundable.

• Manufacturer Warranty Claims

If your item arrives with a manufacturer defect or develops a covered issue after installation, it will be handled through the manufacturer’s warranty process rather than as a standard return.

8. Refunds

8.1 Refund Conditions

  • Approval:
    • Refunds are issued after we receive and inspect the returned item.
  • Notification:
    • We will notify you via email regarding the approval or rejection of your refund.
  • Condition:
    • Items must meet the return eligibility criteria outlined in Section 3.

8.2 Refund Processing

  • Method:
    • Refunds will be processed to the original payment method used at the time of purchase.
  • Time Frame:
    • It may take up to 14 days for the refund to appear in your account, depending on your bank or credit card issuer.

8.3 Partial Refunds

Partial refunds may be granted in certain situations:

  • Condition Issues:
    • Items not in original condition, damaged, or missing parts for reasons not due to our error.
  • Late Returns:
    • Items returned more than 14 days after delivery.

9. Exchanges

  • Eligibility:
    • We replace items if they are defective, damaged, or incorrect.
  • Process:
  • Shipping Costs:
    • For defective or incorrect items, we cover the shipping costs.
    • For exchanges due to change of mind, customers are responsible for shipping costs.

10. Timelines

  • Return Window:
    • Returns must be reported and shipped within 14 days of receiving the product.
  • Return Processing:
    • After receiving and inspecting the returned item, we will process the refund within 14 days.
  • Refund Period:
    • It may take up to 14 days for the refund to appear in your account after approval.

11. Legal Rights

This Return and Refund Policy does not affect any statutory rights you may have under applicable law.

12. Questions and Support

For more information, please:

  • Contact our Customer Service team:
    • Phone: +1 (424) 403-1194

 

Note: By making a purchase on our Website, you agree to this Return and Refund Policy.