Returns & Exchanges

You have 30 days from the day your order arrives to start a return. Items need to come back unused and in their original packaging, and we need to be able to match them to an order, so please get in touch before you ship anything back.

Guaranteed Fit on sized products

Fire pit covers, screens and grates carrying the Guaranteed Fit mark come with a separate promise. If the size doesn’t fit your pit, we’ll send you the right one and take the wrong one back. We cover the shipping both ways, including on oversized and freight items, and there’s no restocking fee. You don’t need to place a second order. Tell us what happened and we’ll arrange the swap.

Setting a cover, screen or grate on your pit to check the fit doesn’t count as using it. We expect a Guaranteed Fit return to have been unpacked and tried.

This runs for 30 days from delivery, on standard round and square pits. Custom sizes, personalized items and anything made to your dimensions are excluded, as is changing your mind about finish or style. Where anything below conflicts with this section, this section wins.

Full Guaranteed Fit terms.

Starting a return

Email connect@waldenbackyards.com with your order number, or call 616-528-8201. Tell us what’s coming back and why.

We’ll confirm the return and send you instructions, including where to ship it. That last part matters: some of our products are built and shipped directly by the manufacturer, and those go back to a different address entirely. Items sent back without arranging it first can’t be accepted, because we have no way to tie them to an order.

Return shipping

If we got it wrong, meaning a defective item, damage in transit, or the wrong thing sent, we cover return shipping entirely, whatever the size. You will not be out of pocket.

Guaranteed Fit exchanges are covered both ways too, oversized and freight items included.

For standard-size items otherwise, we provide a prepaid return label at no cost to you.

For oversized and freight items otherwise, such as larger grates, inserts and fire features, return freight is the customer’s responsibility. We’ll quote the actual cost before you commit, and it comes out of your refund. Nothing is charged without your approval first.

Original shipping charges aren’t refunded. We don’t charge a restocking fee on anything.

Damages and issues

Please inspect your order when it arrives and contact us straight away if anything is defective, damaged, or not what you ordered, so we can evaluate it and make it right. Photos of the item and the packaging help us move quickly and support any carrier claim.

Oversized and freight deliveries

Items delivered by freight carrier should be inspected before you sign. If there’s visible damage to the carton or the item, note it on the delivery receipt. That note is what allows us to file a claim on your behalf. Without it, the carrier can deny the claim outright.

If you find damage after the driver has left, contact us within 7 days with photos and we’ll still work with you to sort it out.

Items shipped by our partners

Some products are made and shipped directly by the American manufacturers who build them, rather than from our Michigan warehouse. These follow the same 30-day window, and anything carrying the Guaranteed Fit mark is still covered by it, but the return is coordinated through us.

Please don’t ship a partner item back on your own. Contact us and we’ll arrange it with the manufacturer.

What we can’t take back

• Gift cards
• Custom, personalized and made-to-order products
• Fire starters and other consumables, once opened
• Anything returned more than 30 days after delivery
• Items returned used, damaged, or missing parts for reasons that aren’t our error
• Clearance items marked final sale on the product page

Items bought during a regular promotion or discount are returnable as normal. Get in touch if you’re unsure about a specific item.

Exchanges

Guaranteed Fit exchanges: contact us and we’ll send the correct size and arrange collection of the one that didn’t fit. No second order, no waiting on a refund first.

Defective or damaged items: contact us and we’ll simply send a replacement. No need to buy it twice.

Everything else: the fastest route is to return what you have and, once the return is accepted, place a separate order for what you want instead.

Refunds

We’ll let you know once we’ve received and inspected your return, and whether the refund was approved. Approved refunds go back to your original payment method within 10 business days. Your bank or card issuer may take a little longer to post it.

If more than 15 business days have passed since we approved your return and you still haven’t seen it, email connect@waldenbackyards.com and we’ll chase it.

Walden Holdings LLC dba Walden Backyards
3876 East Paris Ave SE Suite #5
Kentwood, MI 49512
616-528-8201 · connect@waldenbackyards.com