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  2. RETURN & REFUND POLICY

Return & Refund Policy

Custom Products

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Backyard Design kits, decals and any item personalised with a customer's design, race number, name or chosen colour combination are bespoke goods. They are produced on demand for one customer and cannot be resold.

Under UK Consumer Contracts Regulations 2013 (Reg 28(1)(b)(i)) and § 312g (2) Nr 1 of the German Civil Code (BGB), bespoke products are exempt from the 14-day cancellation right that applies to standard distance sales.

In plain terms: once we start printing your kit, we cannot accept a return or refund for a change of mind. Please use the configurator preview and proof carefully before approving.

Standard Products

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Non-personalised items — for example apparel and selected accessories — fall under the standard 14-day right of cancellation. You may return such items within 14 days of receiving them for any reason.

The item must be unused, in its original packaging and in resalable condition. The customer carries the return shipping cost. We will refund the purchase price (and original outbound shipping where required by law) once we have inspected the returned item.

Defective or Damaged Items

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If your kit arrives damaged, with a printing error, or otherwise not matching the proof you approved, we will replace it at no additional cost. Replacement is our standard response — where a refund makes more sense for both sides, we discuss it case-by-case.

Please report damage or defects within 14 days of receiving your delivery. Include your order number, photos of the issue (close-up of the affected area and the kit applied to the bike where relevant), and a short description.

Customer-Side Errors

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If the issue is on the customer's side — wrong bike model, wrong year or wrong plastics selected at the configurator, custom logo uploaded by mistake, address entered incorrectly — we generally cannot refund the order, since the kit has been made exactly to specification.

That said, we are generous where we can help. Get in touch with customer service before the kit is printed and we will see what is possible.

Cancelling an Order

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You can cancel your order at any point until printing has started. Contact us with your order number and we will stop the order and refund you in full.

Once the kit is in print, cancellation is no longer possible — the materials have been committed to your specific design.

Delivery Delays

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Once your kit leaves our workshop, it is in the hands of FedEx. Delays at the courier — weather, customs clearance, regional dispatch — are outside our control and we cannot offer compensation as a standard rule.

If your tracking shows no movement for an unusually long time, contact us. We will open a trace with the courier and work the issue together with you.

How to Claim

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Send all return, refund or warranty requests by email to info@backyarddesign.co.uk.

Include: (a) your order number, (b) a description of the issue, (c) for damage or defects, photos of the kit and (where relevant) the bike. We reply on business days, usually within one or two working days.

Refund Processing

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Where a refund is agreed, the amount is returned to the original payment method.

Please allow up to 10 business days for the refund to appear, depending on your payment provider's settlement timing.

Statutory Rights

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This policy does not limit or exclude the statutory rights of consumers, including the right to satisfactory quality, fitness for purpose and conformity with description under the UK Consumer Rights Act 2015 and the equivalent statutory warranty regime in § 437 ff. of the German Civil Code (BGB).

Mandatory consumer-protection law in your country of residence may grant additional rights — those rights are not affected by anything in this Return & Refund Policy.

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41593 Winchester Rd. Temecula, CA, 92590
info@backyarddesignusa.com
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