Refund policy

Thank you for shopping at OpenSky Backyard Living.

We value your satisfaction and encourage you to review our returns and refund procedures to ensure the best possible experience with your purchase.

Overview

This Returns and Refund Policy is integrated into our Terms of Service, accessible at: https://openskybackyardliving.com/policies/terms-of-service.

Damage Reporting Timeframes: You have 3-5 days from delivery to report shipping damage or defects (timeframe varies by manufacturer). To ensure coverage under all manufacturers' shipping insurance policies, please inspect your shipment immediately upon arrival and report any issues to info@openskybackyardliving.com within 3 days.

Return Conditions - Remorse Returns

Time frame: We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Eligibility: To be eligible for a return, your item must be in the same condition that you received it, unused, uninstalled, in original condition, with all original packaging and materials. You'll also need the receipt or proof of purchase.

For the items to be eligible for a return, please make sure that:

Items were purchased from us in the last 30 days
Items are in the original packaging
Items were not used or damaged
You have the receipt or proof of purchase

Exceptions: The following goods cannot be returned:

Items made to your specifications, custom-made or clearly personalized
Items that were damaged during installation.

Initiate a Return

To start a return, you can contact us at info@openskybackyardliving.com. We will send you a Return Merchandise Authorization (RMA) with all the necessary details to complete your return. Please note that returns must be sent to the address provided in your RMA.

If your return is accepted, we'll send you a return shipping label and instructions on how and where to send your package. Items returned to us without a prior return request will not be accepted.

In our sole discretion, we reserve the right to refuse returns of any merchandise that does not meet the above return conditions.

Once the returned goods are received and inspected, a refund will be issued to the original form of payment within 14 days.

Returning Goods

Responsibilities: You are responsible for the cost and risk of returning the goods to us.

Please contact info@openskybackyardliving.com to request a Return Authorization. You should then send the goods to the address provided on your RMA.

We cannot be held responsible for goods that are damaged or lost during the return shipment. Therefore, we recommend a tracked and insured mail service. We cannot issue a refund without actual receipt of the products or proof of receipt of return delivery.

Return Address: Goods should be sent to the address specified in your RMA.

Restocking Fees: We do not charge any restocking fees. You can return these items under our standard return policy at no additional charge.

Exchanges

For the fastest service, return the original item for a refund and make a separate purchase for the new item.

Refunds

Upon receipt and inspection of the returned goods, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed using your original method of payment within 10-14 days. Note that it may take additional time for your bank or credit card company to post the refund.

If more than 15 business days have passed since we approved your return, please get in touch with us at info@openskybackyardliving.com.

Order Cancellation

You can cancel your order at any time before it is dispatched. To cancel, email us a clear statement at info@openskybackyardliving.com.

Orders canceled after shipping has started will be treated as Remorse Returns.

If the shipment is refused at delivery for any reason other than damage or a shipping error, please note that the order and return will be treated as a product remorse return. That means you will be responsible for return shipping.

Returns Due to Damage

For obvious damages, please refuse the delivery immediately.

Some of our products are very large and heavy yet delicate. Unfortunately, shipping damage can occur. If you observe visible damage upon delivery, you should reject the shipment.

Make sure to ask the delivery personnel to note anything you find on the Proof of Delivery paperwork (POD) and have it signed by them. Also, remember to keep a copy of the paperwork for yourself.

You should be meticulous about the state of your delivery – we want your items to arrive in only the best condition. Please note any minor rips or tears in the packaging on the POD and be as thorough as possible.

You have a limited timeframe from delivery to report any concealed damage. The specific reporting deadline varies by manufacturer (typically 3-5 days). After this timeframe, the manufacturer's shipping insurance expires, preventing us from issuing a free replacement. If you find any previously concealed damage, take photos of the damaged goods and email them to info@openskybackyardliving.com along with a detailed description of the issue. We'll take care of it and replace the parts at no charge.

Faulty Items

If you receive an item that is defective or not working as expected, please email us immediately at info@openskybackyardliving.com with a description of the fault and photographic or video evidence, where applicable. We will arrange a replacement or a refund, whichever you prefer.

Wrong Product Received

If you receive a product different from the one you ordered, please contact us at info@openskybackyardliving.com within 3-5 days of receipt. Include photographic evidence of the incorrect item, and we will provide instructions for returning the item and expediting the delivery of the correct product at no additional cost to you.

Item Never Arrived

If your item has not arrived by the expected delivery date, please check the tracking information provided in your shipping confirmation email. If the tracking shows no progress or the package is listed as delivered, but you have not received it, contact us at info@openskybackyardliving.com. We will investigate the issue with the carrier and may resend the product or issue a refund, depending on the situation and your preference.