Refund policy

Effective Date: 2026-02-09

1. Overview

This Return & Refund Policy applies to purchases made through thebackyardupgrade.com (the “Site”). The Site is operated by ASND PERFORMANCE ENT LLC under the brand/store name The Backyard Upgrade (“The Backyard Upgrade,” “we,” “our,” or “us”).

Summary

• Region: United States
• Return window: 30 days from delivery (for eligible, new/unused items)
• Damage/defect reporting window: Report within 7 days of delivery
• Return eligibility: We accept returns for both defective and non-defective products if they meet the conditions below
• Return method: By mail
• Return label: Customer responsibility (see Section 5 for details and exceptions)
• Restocking fee: 25% of the product price for approved non-defective returns
• Refund processing time: Within 7 business days after we receive and inspect the return

2. Contact Information

To request a return, exchange, or report an issue, contact our customer service team:

• Email: support@thebackyardupgrade.com
• Phone: +1 (540) 253-4926
• Business Address: ASND PERFORMANCE ENT LLC, 1380 Duncan Loop S, Dunedin, FL 34698, United States

Service Hours: Monday to Friday, 9 AM to 5 PM EST

3. Eligibility for Returns

To be eligible for a return or exchange, all of the following must be true:

• The return request is submitted within 30 days of delivery
• The product is new, unused, and uninstalled
• The product includes all original packaging, parts, manuals, and accessories
• The product is returned in a condition suitable for inspection and resale (for non-defective returns)

If an item has been used, installed, modified, or shows signs of wear beyond what is necessary to inspect it, the return may be denied or subject to a reduced refund.

4. Reporting Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, you must contact us within 7 days of delivery so we can assist.

Please include:

• Your order number
• Photos of the product and packaging (including the shipping label if available)
• A short description of the issue

After review, we will provide next steps. Depending on the situation, we may offer a replacement, parts, repair support (if applicable), or a refund in accordance with this policy.

5. Return Shipping, Return Labels, and Fees

Return label responsibility: Customers are responsible for arranging the return shipment and any return shipping costs unless otherwise required by law. We recommend using a trackable, insured shipping method.

Non-defective returns: Approved non-defective returns are subject to a 25% restocking fee based on the product price. The restocking fee will be deducted from the refund amount.

Defective/damaged/incorrect items: If your claim is approved after review, we will work with you on the most appropriate resolution (replacement, parts, or refund). If a return is required as part of that resolution, we may reimburse reasonable return shipping costs upon proof of shipment, or provide an alternative resolution consistent with the circumstances.

Return deadline after approval: Once a return is approved and you receive return instructions, the item must be shipped within 7 days.

6. Refunds

• Refunds are issued to the original payment method after we receive and inspect the returned item
• Refunds are processed within 7 business days after inspection
• Your bank or payment provider may take additional time to post the refund

If the returned item is not in the condition required by this policy (e.g., used/installed, missing parts, or damaged due to misuse), we may deny the return or issue a partial refund where permitted.

7. Exchanges

We accept exchanges for both defective and non-defective products when the return conditions are met. Replacement items ship after the original item is received and approved (unless we determine another resolution is more appropriate).

8. Non-Returnable Items

We cannot accept returns for:

• Return requests submitted after 30 days from delivery
• Damage/defect claims reported after 7 days from delivery
• Items that have been used, installed, modified, or damaged due to misuse or neglect
• Personalized or custom-made items (where applicable)
• Perishable goods (where applicable)
• Gift cards and downloadable digital items

9. Cancellations

• Orders may be canceled for a full refund before they are processed or shipped
• Once an order has shipped, it cannot be canceled and must follow the return process outlined above

10. Legal Rights

This policy does not affect your rights under applicable U.S. consumer protection laws.

11. Changes to This Policy

We may update this policy from time to time. Changes take effect upon posting on the Site.

By purchasing from The Backyard Upgrade, you agree to this Return & Refund Policy.