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Return and Refund Policy

At Lux Yard and Homes, your satisfaction is our top priority. We know that sometimes a product may not meet expectations, arrive with damage, or require an exchange. To give you peace of mind, we’ve built a clear, fair, and comprehensive 30-Day Return and Refund Policy.

Easy Returns Within 30 Days

If you’re not completely satisfied with your purchase, you may return the product within 30 days of the delivery date for a refund, subject to the conditions below.

Return Conditions

  • Item must be unused and in new condition.

  • Item must be returned in its original packaging with all accessories, manuals, and parts included.

  • Photographic evidence of the item’s condition is required before approval.

  • Products not returned in original condition (e.g., used, missing parts, damaged packaging) may not qualify for a refund.

Simple Return Process

  1. Initiate Return

    • Email sales@luxyardandhomes.com with your order number and request for a refund.

    • Attach clear photos of the item, packaging, and SKU label to expedite review.

  2. Review & Approval

    • Our team will review your request within 24 hours and respond with next steps.

  3. Return Shipping

    • Once approved, you’ll receive a return address to ship your item to.

    • Return shipping costs are the customer’s responsibility unless the item arrived damaged or defective.

  4. Refund Processing

    • After we receive and inspect your return, refunds are processed within 7–10 business days.

    • Refunds are issued to your original payment method.

Restocking Fee

Due to the size and specialized handling of our outdoor living products, all returns (except for items damaged in transit) are subject to a 20% restocking fee.

  • This fee covers handling, shipping, and restocking costs.

  • The fee is non-refundable and will be deducted from your refund.

Cancellations (Before Order Ships)

  • To cancel and receive a full refund, please contact us immediately at sales@luxyardandhomes.com before your order ships.

  • If your order has already shipped, it will need to be processed as a return, and both return shipping fees and the 20% restocking fee will apply.

Custom & Made-to-Order Products

  • Final Sale: Custom or made-to-order items cannot be canceled or returned once production begins.

  • These products are built specifically for you and enter production shortly after ordering.

  • Custom products remain fully protected by the manufacturer’s warranty.

  • If unsure whether a product is custom-made, please contact us prior to purchase.

Exchange Policy (14 Days)

You may request an exchange within 14 days of the delivery date.

Exchange Conditions

  • Item must be unused, unopened, and in original packaging.

  • Exchanges are subject to product availability.

  • Customer is responsible for all shipping costs associated with the exchange.

  • The 20% restocking fee applies unless the item was delivered damaged.

Exchange Process

  1. Contact sales@luxyardandhomes.com or call 254-503-5382 to request an exchange.

  2. Ship the original item back securely.

  3. Once inspected and approved, we will ship your replacement item.

  4. If your requested exchange is unavailable, you may select an alternative product or receive a refund (minus applicable fees).

Damaged or Defective Items

If your order arrives damaged:

  • At Delivery: Make a note of damage when signing and, if necessary, refuse delivery.

  • After Delivery: Report damage within 24 hours by emailing photos of the item, box, and SKU label to sales@luxyardandhomes.com.

⚠️ Important: Visible exterior damage (punctures, dents, or tears) must be reported within 24 hours to qualify for a freight claim.

Product Warranty

  • Warranty terms vary by manufacturer and are detailed on individual product pages.

  • Warranties typically cover defects in materials or workmanship, not transit damage or misuse.

  • Please contact us for warranty assistance on eligible items.

Chargebacks

We are committed to resolving any issue directly with you. Before filing a chargeback with your credit card company, please contact our support team—we’ll work with you to find a solution quickly and fairly.

Customer Support

Our dedicated team is available 24/7 to assist you.

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