Obtaining an RMA
You may contact us by using the contact form on our site. Please reference your order number and explain the circumstances for your return request. Once our customer service staff has evaluated and approved your return request, we will send you return instructions.
Please note the following: Returns must be requested using the above email address or contact form. We will not authorize a return request via phone. This allows us to document every aspect of the return process to better serve our customers.
Returns for Refund
Returns of merchandise will not be authorized or allowed after 30 days of delivery date of merchandise. All return and refund requests will be considered on a case by case basis. All authorized, inspected and approved returns may be subject to a restocking fee of up to 25%, administrative charges, handling charges and etc depending on the terms of the return.
Please note the following: Non-defective opened products are not returnable. Unauthorized returns will not be processed and may be returned to shipper. Unauthorized returns will not be entitled to full refunds or shipping refunds under any circumstances. Unauthorized returns may be subject to a $25 administrative fee as well as all applicable restocking charges. ALL returns MUST be returned with its original product packaging. For items returned that were shipped using our Free Ground Shipping and are returned due to no fault of our own, our costs to originally ship your order to you will be deducted from any credit or refund that may be due.
Refunds are not applicable for additional amounts paid for expedited or express shipping methods such as 'UPS 3 Day', 2 Day' or 'Next Day'
Exchanging An Order
If we determine, agree and authorize an exchange, we will do so for another item of equal value, provided that you pay all shipping costs for both directions incurred during the exchange. If you require an item of greater value, additional charges will apply. Items return for exchange must be unopened and returned in original packaging. All items returned for exchange are subject to inspection and evaluation. Restocking charges and administrative fees may apply in the event the condition of the items that are returned are not as required.
Defective merchandise MUST be reported to WinterBackyard.com within 72 hours of receipt of order. Upon contacting our customer service department we will evaluate your claim and if warranted issue a return merchandise authorization (RMA) or refer you to the manufacturer of the product for warranty replacement or repair. Upon receipt of your authorized return, the merchandise returned will be evaluated by our returns department in order to determine the best course of action which may include but is not limited to, no cost repair of product, replacement of product with product of equal or greater value, full purchase price refund including shipping or no credit or action at all depending on case by case circumstances. Return shipping will not be prepaid, you must ship your return at your expense. Reimbursements for return shipping charges may or may not be issued at our discretion
We reserve the right to forward all warranty issues directly to the product manufacturers or to refer customers to the manufacturers with all or any guarantee, defective merchandise or warranty issues.
In the event you feel you have been shipped an order or received products that were shipped in error, you MUST contact us immediately. Upon our determination that a shipping error has occurred, we will issue an RMA and arrange for a reshipment or cross-shipment of your order.
Freight damage or damage that appears like it may have happened during transit MUST be reported within 24 hours of delivery. Do not open package unless instructed by our customer service staff. We will notify the delivery carrier and initiate return and claim processes and procedures.
Orders Refused or Returned to Sender
Refused or shipments that have been deemed to be not deliverable by carriers will be subject to a product minimum restocking fee of up to 25%, plus incurred shipping costs both ways. A $25 administrative fee may also be warranted.