Refund policy
Return & Refund Policy
Aqua Terra Backyard accepts eligible return requests submitted within 21 calendar days from the date of delivery. All returns require prior written authorization from Aqua Terra Backyard. Please do not ship a product back until your return request has been reviewed and approved.
Return Eligibility
To qualify for a standard return, products must be:
- Returned within 21 calendar days of delivery
- Unused and uninstalled
- In complete original packaging
- Free from cosmetic or internal damage, installation marks, or modification
- Complete with all components, manuals, labels, protective materials, and manufacturer seals
- Approved in writing before being shipped back
Products that have been installed, wired, plumbed, mounted, filled, tested in a system, exposed to water or chemicals, modified, damaged, used, or returned without complete original packaging may be denied or subject to additional fees.
Items That May Not Be Returnable
Certain products may not qualify for standard return, including:
- Special-order, manufacturer-direct, backordered, build-to-order, or made-to-order products
- Custom, configured, cut-to-size, assembled, or customer-specific products
- Installed or used equipment
- Certain electrical components
- Chemicals, cleaners, treatment products, coatings, liquids, and sealants
- Products that are opened, incomplete, damaged, or otherwise not in resellable condition
Return Shipping
For approved standard returns, return shipping is the customer's responsibility. Aqua Terra Backyard may arrange a return shipping label at the customer's expense. The cost may be deducted from the refund or charged separately.
For freight items over 100 lbs, Aqua Terra Backyard may arrange a Bill of Lading at the customer's expense.
The returned product remains the customer's responsibility until it is received by Aqua Terra Backyard. We recommend insuring higher-value return shipments.
Original Shipping Charges
Original outbound shipping costs are not refundable. If an order shipped with discounted or included shipping, the actual outbound shipping cost may still be deducted from the refund where applicable.
Restocking Fees
A restocking fee of up to 20% applies to returns that are the customer's responsibility, including buyer's remorse or an item ordered in error. Return requests made after the 21-day return window may be denied or may also be subject to a restocking fee of up to 20%.
Damaged, Incorrect, or Missing Items
Damaged, incorrect, or missing items are handled differently from standard returns.
Please contact Aqua Terra Backyard within 48 hours of delivery and provide photographs of the product, packaging, and any visible damage or discrepancy.
If Aqua Terra Backyard sent the wrong item, or the product arrived damaged in transit, the customer is not responsible for return or replacement freight charges.
For freight deliveries, visible damage should be noted on the carrier's Bill of Lading or delivery receipt before the shipment is accepted. Please retain all packaging materials and take photographs of the shipment.
Defective Products
If a product has already been installed or used, it is generally not eligible for a standard merchandise return. Manufacturer warranty procedures may apply instead. If you suspect a product is defective before installation, please contact us before installing or using it.
Refused Deliveries
If a delivery is refused for any reason other than obvious damage documented on the carrier's Bill of Lading at the time of refusal, the customer is responsible for the return shipping cost. The return shipping cost will be deducted from the refund, and a restocking fee of up to 20% may also apply.
Refunds
Refunds are issued after the returned product has been received, inspected, and approved.
Approved refunds are returned to the original payment method. The refund amount may be reduced by applicable return shipping charges, original outbound shipping costs, restocking fees, or refused-delivery charges as described in this policy.
How to Request a Return
To request a return, please contact us before shipping anything back and provide:
- Your order number
- The item number or SKU
- A description of the product
- Your contact phone number
- The reason for the return
- Photos of the product and packaging when applicable
Aqua Terra Backyard
Operated by Aqua Terra Backyard Corp.
8 Van Buren Ave
Centereach, NY 11720
United States
Phone: 631-678-6506
Email: eric@aquaterrabackyard.com
View our complete Returns & Exchanges policy and start a return request.