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 for eligible items

Return Eligibility: Defective and non-defective items, subject to eligibility requirements and applicable product-specific restrictions

Return Shipping: Customers generally pay return shipping for approved non-defective returns. Return arrangements for defective, damaged, incorrect, or misdescribed items depend on the circumstances and applicable terms.

Restocking Fee: 10% of the product price for approved non-defective returns, unless a different fee is clearly disclosed for the applicable product.

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 24 to 48 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 24 to 48 hours of delivery.

Failure to report freight damage within this time frame will prevent 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 10% 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 48 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 and Made-to-Order Products: Custom, special-order, and made-to-order products may have additional restrictions. Cancellation requests must be submitted within 12 hours of purchase and are subject to order status. Once production begins, these orders generally cannot be canceled. Return eligibility is subject to the applicable product-specific terms and applicable law.
  • 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

  • Cancellation Requests: Customers must submit cancellation requests within 12 hours of placing an order. Requests are subject to order status and are not guaranteed.
  • Orders in Production or Shipped: Orders generally cannot be canceled once production has begun or the order has shipped. If cancellation is no longer possible, the applicable return policy and any product-specific restrictions will apply.
  • Custom and Made-to-Order Products: Custom, special-order, and made-to-order products may have additional cancellation restrictions. Once production begins, these orders cannot be canceled.
  • Refused Deliveries: If a customer refuses delivery of an order that has already shipped, the shipment may be treated as a return. Applicable return freight costs and restocking fees may be deducted from the refund, subject to the product's return terms and applicable law.

Supplier Availability & Third-Party Fulfillment

In rare cases, a product fulfilled by one of our supplier partners may become unavailable after an order is placed due to unforeseen inventory issues. If Backyard Horizon cannot fulfill the order, we will notify the customer promptly and issue a full refund to the original payment method, generally within 7–10 business days. No restocking fees or return shipping charges will apply in these circumstances.

10. Legal Rights

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

11. 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