Returns
Return Policy
Clear Return Guidelines for Pool, Spa, Patio, Outdoor Living, and Equipment Orders
At Aqua Terra Backyard, we want every return request to be handled clearly and fairly. Because many pool, spa, patio, heater, fire pit, outdoor living, and equipment products involve specific fitment, manufacturer packaging, freight handling, installation requirements, and resale condition standards, all returns must follow the policy below.
Return Policy Overview
Calendar Days
Return requests must be submitted within 21 calendar days from delivery.
Unused Condition
Returned items must be unused, uninstalled, and in original packaging.
Freight Returns
Items over 100 lbs may require a Bill of Lading arranged at the customer’s expense.
Return Requests
Prior Written Authorization Required
Return requests must be submitted within 21 calendar days from the date of delivery. All returns require prior written authorization from Aqua Terra Backyard.
Unauthorized returns will not be accepted. Please do not ship any item back until your return request has been reviewed and approved in writing.
Condition Requirements
All returned products must be unused, uninstalled, and in original packaging with no signs of cosmetic damage, internal damage, installation marks, missing components, product use, or modification.
Products must be in resellable condition. This is especially important for pool equipment, spa parts, heaters, filters, pumps, automation products, electrical components, patio products, fire pits, outdoor heaters, plumbing products, replacement parts, and manufacturer-packaged items.
Important: Products Must Be Resellable
Items that have been installed, wired, plumbed, filled, tested in a system, exposed to water or chemicals, modified, damaged, marked, used, or returned without complete original packaging may be denied or subject to additional fees.
Return Shipping
📦 Standard Returns
For approved returns, a return shipping label may be arranged by Aqua Terra Backyard at the customer’s expense. The cost of return shipping may be deducted from the refund or charged separately depending on the return circumstances.
🚚 Freight Returns Over 100 lbs
For items over 100 lbs, a Bill of Lading, also known as a BOL, may be arranged by Aqua Terra Backyard at the customer’s expense. Large pool equipment, heaters, fire pits, outdoor living products, oversized patio items, and freight shipments may require special return handling.
💳 Original Shipping Costs
Original outbound shipping costs are non-refundable. If the original shipment included discounted or included shipping, the actual outbound shipping cost may still be deducted from the refund where applicable.
Refund Process
Inspection Required Before Refund
Refunds will be issued after the returned product is received, inspected, and approved.
All products remain the responsibility of the customer until received and inspected by Aqua Terra Backyard. We recommend insuring return shipments, especially for higher-value equipment, fragile products, freight items, electrical components, heaters, pumps, filters, and manufacturer-packaged replacement parts.
Restocking and Exceptions
Returns requested outside the 21-day period may be denied or subject to a restocking fee.
Certain items may not be eligible for return, including:
Special Order Items
Special order, manufacturer-direct, backordered, build-to-order, or made-to-order products may not be eligible for return.
Custom Products
Custom, configured, cut-to-size, assembled, or customer-specific products may not be eligible for return.
Installed or Used Equipment
Products that have been installed, plumbed, wired, mounted, tested, used, modified, or damaged are not eligible for standard return.
Electrical Components
Electrical components may not be eligible for return due to safety, installation, handling, and condition-verification concerns.
Chemicals
Chemicals, cleaners, treatment products, coatings, liquids, sealants, and certain maintenance products may not be eligible for return.
Opened or Non-Resellable Products
Products missing original packaging, labels, manuals, parts, protective materials, or manufacturer seals may be denied if they cannot be resold as new.
Refused Shipments
Refused Delivery Policy
Refused shipments that are not due to carrier-documented damage will be subject to return freight charges and applicable restocking fees.
If an item arrives with visible carrier damage, please document the damage clearly, take photos, note the damage with the carrier, and contact us as soon as possible.
How to Request a Return
To request a return, please contact us through our contact page and include the following information:
- Order number
- Item number or SKU
- Product description
- Contact phone number
- Reason for return
- Photos of the product and packaging, if applicable
✉️ Email: aquaterrabackyard@outlook.com
🌐 Website: www.aquaterrabackyard.com
Contact Page: Submit a Return Request
Need Help Before Ordering?
If you are unsure about fitment, compatibility, shipping method, product condition rules, or whether an item may be returnable, contact us before placing your order. We are here to help you choose carefully.
Contact Aqua Terra Continue ShoppingOur Commitment
Aqua Terra Backyard is committed to handling return requests professionally, fairly, and clearly. Pool, spa, patio, outdoor living, and equipment products often require careful review due to fitment, safety, packaging, installation, freight, manufacturer requirements, and resale condition.
Our goal is to protect customers while also maintaining the integrity and condition of the products we sell.