Refund policy

Effective Date: 2026-01-28

Return & Refund Policy

1. Overview

At Trailmark Group LLC, we stand behind the quality of our products. This policy explains when and how returns and refunds are accepted for purchases made through backyardhorizon.com.

Summary

Region: United States
Return Window: 30 days
Return Eligibility: Defective and non-defective items (conditions apply)
Return Shipping: Customer responsible unless item is defective or damaged on arrival
Restocking Fee: 25% of product price for approved non-defective returns

 2. Contact Information

To start a return or report damage, contact our customer support team:

  • Email: support@backyardhorizon.com
    Phone: 1-913-704-4365

Mailing Address:

Trailmark Group LLC
11016 Quivira Rd. #1040
Overland Park, KS 66210
United States

Hours: Monday – Friday
9 AM – 5 PM CST

 

3. Eligibility for Returns

Returns may be accepted under the following conditions:

  • The item arrived damaged, defective, or incorrect
  • The customer requests a return within 30 days of delivery
  • The item is unused and uninstalled
  • The item includes all original packaging and accessories
  • Items must be returned in new condition.
  • Used or installed items cannot be returned unless defective upon arrival.

If a customer refuses delivery of an order that has already shipped, the order will be treated as a return. Any return shipping costs and applicable restocking fees will be deducted from the refund

4. Reporting Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible and no later than 12 hours after delivery.

Please include:

  • Your order number
  • Photos clearly showing the damage
  •  A brief description of the issue

Our team will review the information and provide instructions for replacement or return if applicable.

Freight Shipment Damage (Important)

Large items shipped via freight must be inspected at the time of delivery.

If visible damage is present:

  • Note the damage on the delivery receipt
  • Take photos of the packaging and product
  • Contact us immediately

Signing the delivery receipt without noting damage indicates the shipment was received in good condition.

If concealed damage is discovered after unpacking, it must be reported within 12 hours of delivery.

Failure to report freight damage within this timeframe may limit our ability to file a claim with the carrier.

5. Return Shipping & Fees

All returns must be approved by our support team before being shipped back.

Defective or Incorrect Items We will provide a prepaid return shipping label.

Non-Defective Returns

Customers are responsible for return shipping costs.

All approved non-defective returns are subject to a 25% restocking fee based on the product price.

Exchanges for the same item do not incur a restocking fee.

 If an item is returned without approval or without using the provided return instructions, we may not be able to process the return.

6. Refunds & Replacements

  • After receiving and inspecting your returned item, we will confirm whether a refund or replacement applies.
  •  Refunds are issued to the original payment method within 7–10 business days after the return is approved.
  • Customers may request a replacement item instead of a refund when available.

7. Exchanges

  • We accept exchanges for both defective and non-defective items that meet the return conditions.
  • Replacement items will be shipped once the returned item has been received and inspected.

8. Non-Returnable Items

We cannot accept returns for:

  • Damage reported later than 12 hours after delivery
  • Used or installed items
  • Items damaged due to misuse or neglect
  • Personalized or custom-made items
  • Special-order items that are not normally stocked
  • Custom or made-to-order products are final sale and cannot be returned or refunded once the order has been placed or production has begun.
  • Products that have been installed, assembled, or connected to gas, electrical, or water systems cannot be returned. Installation indicates acceptance of the product's condition and functionality.

9. Order Cancellation

  • Orders may be canceled before shipment for a full refund.
  • Once an order has shipped, cancellations are no longer possible and the standard return process must be followed.
  • Refused shipments may be subject to return shipping and restocking fees.
  • Custom or made-to-order items may not be canceled once production or processing has begun.
  • If a customer refuses delivery of an order that has already shipped, the order will be treated as a return. Any return shipping costs and applicable restocking fees will be deducted from the refund.

10. The Outdoor Plus – Brand-Specific Shipping & Return Policy

Products from The Outdoor Plus are custom-built and made-to-order. Due to the nature of these products, the following manufacturer-specific policies apply and override our standard Shipping and Return Policy where applicable.

By purchasing a The Outdoor Plus product, you agree to the terms outlined below.

Made-to-Order & Custom Products

All The Outdoor Plus products are built-to-order.

  • No returns are accepted on made-to-order products
  • No returns are accepted on custom or modified items (no exceptions)
  • Once production has begun, orders cannot be canceled or refunded

Order Changes & Cancellations

  • Requests to cancel or modify an order must be submitted within 24–48 hours of placing the order
  • After 48 hours, production begins and orders are no longer eligible for cancellation or refund
  • In some cases, store credit may be issued at our discretion

Returns (Approved Cases Only)

Returns are only accepted in rare, approved situations and must meet all of the following:

  • Item must be new, unused, and in original packaging
  • A Return Merchandise Authorization (RMA) must be requested and approved in advance
  • The RMA is valid for 30 days from the date of issue
  • The RMA number must be clearly marked on the outside of the package and included inside

Customers are responsible for ensuring the product is properly packaged for return. We are not responsible for damage that occurs during return shipping.

Restocking Fees

Approved returns are subject to a minimum 25% restocking fee.

Damaged, Defective, or Missing Items

All issues must be reported within 24–48 hours of delivery.

To submit a claim, you must provide:

  • Order or invoice number
  • Description of the issue
  • Clear photos of the product and packaging

Failure to report within this timeframe may result in the claim being denied. After 48 hours, we are not responsible for damages, missing items, or errors.

Freight Delivery Requirements

All The Outdoor Plus products ship via freight.

  • Deliveries are made curbside by default
  • Customers must inspect the shipment upon delivery

If damage is visible:

  • Note the damage on the delivery receipt before signing
  • Take photos immediately
  • Contact us within 24–48 hours

Signing for delivery without noting damage may void the ability to file a claim.

Refunds

Customer Error (e.g., wrong item ordered):

  • Must be reported within 24–48 hours of placing the order
  • After 48 hours, refunds are no longer available
  • Approved returns may be subject to restocking fees
  • Refunds may be issued via check or original payment method (processing fees may apply)

If the Issue is Our Error:

  • A return authorization and prepaid return label will be provided
  • A full refund or replacement will be issued upon return and inspection
  • Original shipping costs will be refunded

Non-Defective Products

If a returned product is tested and found to be non-defective:

  • The product will be returned to the customer
  • No refund or store credit will be issued

Product Testing

If a defect is suspected:

  • The product may be tested by the manufacturer
  • If defective, it will be repaired or replaced
  • If not defective, it will be returned with no refund issued

Policy Acknowledgment

By placing an order for The Outdoor Plus products, you acknowledge and agree to these manufacturer-specific policies.

These terms override any conflicting terms in our standard Shipping, Return, or Refund policies.

11. Legal Rights

This policy does not affect your rights under applicable United States consumer protection laws

12. Changes to This Policy

We may update this policy from time to time. Changes take effect upon posting.

By purchasing from Trailmark Group LLC, you agree to this Return and Refund Policy.

Trailmark Group LLC
support@backyardhorizon.com
1-913-704-4365
11016 Quivira Rd. #1040 Overland Park, KS 66210, United States