Refund policy

Last updated: October 3, 2026

We want every piece you bring home from Mister Backyard to suit your outdoor space. If an order does not work out, this policy explains how returns, exchanges and refunds are handled.

Contact Information

Store name: Mister Backyard
Operated by: Acerbus LLC, registration no. 2026-002083151 (Wyoming Secretary of State)
Address: 301 East E St, Casper, WY 82601, United States
Email: contact@misterbackyard.com
Phone: +1 (307) 248-6670
Customer service hours: Monday to Friday, 9:00 am – 5:00 pm (Sydney time)
We respond within 24 hours on business days.

Where Orders Ship From and Where Returns Go

Mister Backyard is operated by Acerbus LLC, a company registered in Wyoming, United States. Our products are dispatched by logistics partners from their warehouses outside Australia. Approved returns are sent to our returns address: 301 East E St, Casper, WY 82601, United States. Please only post a return once you have received a Return Authorization from our team, and include your order number in the parcel.

Your 30-Day Return Window

You can ask for a return within 30 days of delivery. For a return to be accepted, the item needs to be unused and in the same condition you received it, boxed in the packaging it came in, and sent along with your order number or receipt as proof of purchase. Change-of-mind requests made after 30 days of delivery are not accepted. This does not affect your rights under the Australian Consumer Law (ACL).

How to Request a Return

Send an email to contact@misterbackyard.com quoting your order number, along with a short explanation of why you would like to return the item. We reply to every return request within 1–2 business days. If your return is approved, we email you a Return Authorization together with step-by-step instructions, and the item must then be sent back within 7 days of approval. Parcels that arrive without a Return Authorization may be refused.

Who Pays for Return Shipping

If your item is damaged in transit or is not the product you ordered, please let our team know within 48 hours of delivery and attach photos showing the problem. If a product develops a fault after delivery, contact us at any time: it is covered by the consumer guarantees under the Australian Consumer Law (ACL). After checking the photos, we will send a replacement or refund the full amount, and you will not pay anything for the return. For change-of-mind returns, including an item you decided against or ordered by mistake, the cost of sending it back is paid by the customer, and the parcel must be sent with a tracked service.

When You Receive Your Refund

We inspect returns within 2 business days of receiving them and let you know the result by email. Approved refunds are issued within 10 business days after inspection, back to the payment method you used at checkout. Depending on your card issuer or wallet, the money can take a few extra days to appear in your account.

Exchanges

We do not offer direct exchanges. If you would like a different item, return the original under this policy and place a new order for the item you prefer. We do not charge a restocking fee on any return.

Cancelling an Order

You can cancel an order for a full refund as long as it has not yet been dispatched; simply email contact@misterbackyard.com and include your order number. If the order is already on its way, please wait for it to arrive and then follow the return steps above.

Items That Cannot Be Returned

Because a change-of-mind return must be in new condition, we cannot accept items that have been assembled, installed, used or connected to gas. This does not apply to faulty, damaged or incorrect items, which are always covered as described above.

Your Rights Under Australian Consumer Law

Nothing in this policy excludes, restricts or modifies the rights you have under the Australian Consumer Law (ACL). Our goods come with guarantees that cannot be excluded under that law, and if a product has a major failure, you are entitled to a replacement or refund. Those rights apply in addition to the returns described on this page.