Return and Refund Policy

Effective Date: November 1, 2025

 

1. Scope and Applicability

This Return & Refund Policy applies to all purchases made through Nescape Backyard (“we,” “us,” or “our”) via nescapebackyard.com.

Due to the size, weight, and nature of many of our products, return eligibility and procedures may vary by item. Please review this policy carefully before placing an order.

2. Contact Information

For all return or refund inquiries, please contact:

Email: support@nescapebackyard.com

Customer Support Hours: Monday – Friday, 9:00 AM – 6:00 PM EST

3. Return Eligibility

Returns may be requested within 30 days of delivery, subject to the conditions below.

3.1 Conditions for Return

To be eligible for return:

• Items must be unused, unassembled, and in original condition
  

• Items must be returned in original packaging
  

• All accessories, manuals, and components must be included
  

• Proof of purchase is required

Assembled, installed, or used products are not eligible for return.

4. Return Process

4.1 Requesting a Return

To initiate a return:

1. Contact our support team at support@nescapebackyard.com within 30 days of delivery
   

2. Provide your order number and reason for return
   

3. Our team will review eligibility and provide return instructions if approved

Returns sent without authorization will not be accepted.

4.2 Return Shipping

• Approved returns must be shipped within 7 days of receiving return authorization
  

• Returns must be shipped using a trackable, insured freight or carrier service
  

• Customers are responsible for proper repackaging and securing freight shipments

5. Return Shipping Costs

Customer Responsibility

For returns due to change of mind:

• Customer is responsible for return shipping costs
  

• Original shipping costs are non-refundable
  

• Restocking fees may apply depending on the manufacturer

Company Responsibility

If the return is due to:

• Damage during transit
  

• A defective product
  

• An incorrect item sent

We will cover return shipping costs and coordinate resolution.

6. Specific Return Scenarios

6.1 Change of Mind

• Must meet eligibility requirements
  

• Return request must be submitted within 30 days
  

• Refunds may be subject to restocking fees (as determined by manufacturer)

6.2 Damaged Items

• Inspect shipment before signing delivery receipt
  

• Note any visible damage at delivery
  

• Contact us within 48 hours of delivery
  

• Provide photos of packaging and product damage

Failure to report damage within this timeframe may void eligibility.

6.3 Defective Items

If a product is found to be defective:

• Contact us with documentation
  

• Manufacturer warranty procedures may apply

• Replacement or refund options will be provided based on inspection

6.4 Incorrect Item Received

If you receive the wrong item:

• Notify us immediately
  

• We will arrange return and reshipment at no additional cost

6.5 Lost or Missing Shipments

If your order does not arrive:

• We will initiate a carrier investigation
  

• If confirmed lost, we will issue a replacement or refund

7. Non-Returnable Items

The following are not eligible for return:

• Custom or made-to-order products
  

• Personalized items
  

• Clearance or final-sale items
  

• Products that have been assembled or installed
  

• Items returned outside the approved return window

8. Refunds

8.1 Refund Approval

Refunds are issued after inspection and approval of the returned item.

8.2 Refund Method

• Refunds are issued to the original payment method
  

• Processing time: 7–14 business days after return approval

Banks and payment providers may take additional time to post funds.

8.3 Partial Refunds

Partial refunds may be issued for:

• Returned items showing signs of use
  

• Missing components
  

• Damage not reported at delivery

9. Exchanges

We offer exchanges only for:

• Defective items
  

• Damaged items
  

• Incorrect items received

For exchanges due to preference changes, customers must follow the standard return process.

10. Order Cancellations

Before Shipment

Orders may be cancelled for a full refund if they have not yet shipped.

After Shipment

Once shipped, orders must follow the return process after delivery.

11. Legal Rights

This policy does not affect any rights you may have under applicable consumer protection laws.

Questions & Support

If you have any questions about returns, refunds, or your order, we’re here to help.

• Visit our FAQ Page: https://www.nescapebackyard.com/pages/faq

• Contact our Customer Support Team

Email: support@nescapebackyard.com
Phone: (302) 679-4823

By placing an order on our website, you acknowledge and agree to this Return & Refund Policy.

Nescape Backyard

Address: 

651 N. BROAD STREET 

MIDDLETOWN, DE 19709

UNITED STATES