Returns (The Fair & Sensible Bit)
We stand by every product we sell. But we’re also parents, and we know sometimes you open the box and think, “Hmm… not quite what I pictured.” That’s okay.
We offer a 30-Day Return Policy from the day your order arrives. If you’d like to return something, simply email us at info@backyardplayaustralia.com.au with your order number. We’ll guide you through the process step-by-step. No complicated forms. No drama.
A few important bits:
- Return shipping costs are the responsibility of the customer.
- Items must be returned in “Like New” condition.
- That means no signs of wear, no scratches, no missing parts.
- All original packaging and accessories must be included.
If an item comes back showing signs of damage from use, we won’t be able to issue a refund. Once your return arrives at our warehouse and is inspected, we’ll email you to confirm your refund has been processed. We genuinely aim to make this simple and straightforward.
Damaged or Incorrect Items
If your order arrives damaged (which we hate as much as you do), please:
- Note the damage when signing for delivery.
- Take photos.
- Email us the same day at info@backyardplayaustralia.com.au.
If something arrives defective, damaged, or incorrect, we’ll cover the shipping costs to fix it. That’s on us.
Please keep all original packaging for any items that may need to be returned. All returns must be authorised by our customer service team before being sent back.
If it’s our mistake, we’ll make it right as quickly as humanly possibly.
Items damaged after use aren’t refundable unless covered under the manufacturer’s warranty.
Cancellations
Changed your mind?
If your order hasn’t shipped yet, contact us immediately and we’ll organise a full refund.
If it’s already left the warehouse, our standard 30 Day Return Policy applies. Please note that return shipping costs are the customer's responsibility once the item has been dispatched.
A Few Final Notes
- Some of our suppliers have specific return conditions if so, these will be clearly noted on the product page.
- Certified pre-owned or used products are not eligible for return.
- We sell products designed to be used and loved long-term. Orders purchased for one-time or temporary use (such as trade shows, events, promotional displays, etc.) are not eligible for return.
We’re here to build backyards that last, not short-term props. If you’re unsure about anything before ordering, please call or email us. We’d much rather help you choose right the first time.Parent to parent. Straight up.
For more information on Shipping & Returns see our FAQ page.