Refund and Returns Policy

At ilovebackyard.com, operated by GARDEN LOVERS LTD (Company Number: 13260414), we want you to shop with confidence. If you are not completely satisfied with your purchase, this Refund & Returns Policy explains how returns and refunds are handled.

1. 30-Day Return Policy

You may request a return within 30 calendar days from the date your order is delivered.

To be eligible for a return, the item must:

• Be unused and in its original condition.
• Be returned with all original packaging, accessories, manuals, and labels where applicable.
• Be securely packaged to prevent damage during return transit.
• Not fall within our list of non-returnable items.

Returns requested after the 30-day return period may not be accepted.

2. How to Request a Return

Before returning any item, please contact our customer support team.

Email: support@ilovebackyard.com

Please include:

• Your order number
• The reason for your return
• Photographs of the item if it is damaged, faulty, or incorrect

Once your request has been reviewed, we will provide return instructions.

Returns sent without prior authorisation may be refused or delayed.

3. Return Shipping

Incorrect, Faulty or Damaged Items

If you receive an item that is:

• Faulty
• Damaged during delivery
• Incorrect
• Missing parts due to our error

Please contact us as soon as reasonably possible after delivery.

Where the issue is confirmed, we will arrange an appropriate solution, which may include:

• A replacement product
• A full refund
• A prepaid return label where a return is required

You will not be charged return postage where the issue is our responsibility.

Change of Mind Returns

If you no longer want an item or ordered the wrong product:

• You are responsible for the cost of returning the item.
• Original delivery charges are non-refundable unless the return is due to our error or required by applicable consumer law.

4. Exchanges

If you receive a damaged, faulty, or incorrect product, please contact us before returning the item.

Where appropriate and subject to stock availability, we will offer:

• A replacement product
• An exchange for the correct item
• An alternative resolution where suitable

5. Refunds

After your returned item has been received and inspected, we will notify you of the outcome by email.

If your refund is approved:

• The refund will be issued to your original payment method.
• Refunds are typically processed within 5–10 business days after approval.
• The time taken for funds to appear in your account may vary depending on your bank or payment provider.

6. Non-Returnable Items

Unless faulty or otherwise required by law, we cannot accept returns for:

• Items that have been used, assembled, installed, or altered.
• Products returned without their original packaging where this affects resale.
• Items damaged after delivery due to misuse, neglect, or improper handling.
• Products returned outside the 30-day return period.

This does not affect your statutory rights under UK consumer law.

7. Inspecting Your Delivery

Please inspect your order promptly upon delivery.

If your order arrives:

• Damaged
• Incomplete
• Incorrect
• With missing components

Please contact us as soon as reasonably possible and provide photographs where applicable so we can resolve the issue quickly.

8. Important Information

• Please keep your proof of postage and any tracking information until your return has been fully processed.
• Refunds are only issued after returned items have been received (where a return is required) and inspected.
• We reserve the right to decline returns that do not meet the conditions outlined in this policy.
• Nothing in this policy limits or excludes your statutory rights under the Consumer Rights Act 2015 or other applicable UK consumer protection legislation.