Shipping and Returns

Every purchase includes free shipping. Backyard Bistro Kitchens are typically delivered within 7 business days, whilst HCK products are delivered within 2-3 business days.

Our team is happy to help with returns for products you purchased through hckoutdoorfridges.co.uk. Simply call or email our customer services (info@backyardbistro.co.uk).

Have your order number or product serial number handy and we can help you through the process. At that time, we will communicate with you about our return’s procedure.

NOTE: We only accept returns for product purchased directly from www.backyardbistro.co.uk. If you purchased a product at another retailer or other platform, please contact that retailer or platform regarding your return.

Custom Outdoor Kitchens – No Returns

Please note that custom-made outdoor kitchens—including any order specifically tailored in size, layout, or appliance selection—are not eligible for return or cancellation once the design has been approved and manufacturing has begun. This includes any kitchen made to order using our modular aluminium framework and compact laminate panels.

We advise customers to thoroughly review all specifications, designs, and appliance choices before final approval.

Returns & Cancellations

At Backyard Bistro we want you to love what you buy! But if you don’t or if the item is unsuitable, we offer a simple “No Hassle Returns” policy. The product you return must be in new, unassembled and unused condition and in the original packaging. Customer satisfaction is our goal, so we kindly ask that you return your purchase the same way you received it to ensure a hassle free refund.

If we have started the shipping or delivery process, you will need to initiate a return by following our return policy.

Guaranteed Refunds

30-Day Return Period

A. Returned for any reason

If the reason for your return is that you have simply changed your mind or feel that the product is unsuitable, we will happily refund the total purchase price subject to the product being returned to us within 30 days from the date you received the product. However, it is your responsibility and at your cost to return the product in its original unopened packaging to the address we will supply you. For the avoidance of doubt, we will only accept a return which has been logged with customer support and is accompanied by a return slip which we will send to you.

Please check carefully when you receive the product. If you notice your product was delivered damaged, the item should be refused or appropriately noted as damaged prior to signing for them. Failure to do so limits the ability to file a claim with the carrier and may result in the customer being responsible. Damaged shipments are evaluated with the carrier and handled on a case-by-case basis.

B. Defective or Incorrect Items

If you receive defective or incorrect items caused by Backyard Bistro manufacturer, you can request a return within 30 days. Shipping cost and handling fee will be paid by Backyard Bistro. A full refund will be processed to you as soon as we have received and examined the product, or alternatively you can choose to have the product replaced.

Missing Item or Damaged Product Fee

If you decide to return a fully functional item and upon examination, Backyard Bistro determines the purchase has missing items or has been damaged, Backyard Bistro reserves the right to charge a fee to cover the expense. A fee will be charged for any returned product missing the original box, packaging material, contents, accessories and/or manuals (i.e., any product not in “like new” condition).

Things to be aware of:

We recommend that you keep the packaging your product was shipped in so you can easily repack your item in the required packaging in the event of a return. We would kindly ask that you include your packing note and complete the returns form so we can process your return efficiently.

Following an inspection an email shall be sent confirming receipt and you will be refunded the amount due through the original method of payment.

We promise to process all returns as soon as possible. You should be aware that it can take several days for a bank to show this credit. If you have not received your refund into your account after 10 working days, please contact our customer service.

Please keep the following in mind when preparing your purchase for return:

Include all manufacturer’s original packing materials, manuals and accessories.
Complete and include the return slip and follow our returns procedure instructions.
Place the provided return address information clearly on the outside of the packaging.
Give the package to your local carrier or drop it off at any carrier location.
If your purchase does not include a return slip it may cause delays during the refund procedure.
Note: The original shipping charges are your responsibility if returning a product that you no longer want or is unsuitable.

Backyard Bistro reserves the right to refuse a refund on a returned item if:

The item that has been returned does not match the original item shipped to the customer.
The returned item is missing parts or the original products packaging.
The returned item was damaged during the return shipment due to improper or insufficient packaging.
The item being returned has been assembled in a way that would impede proper packaging for return shipping.

Our returns policy does not affect your statutory rights.

Consumer Rights Act 2015.

Under the Consumer Rights Act 2015, if you have received a faulty or misdescribed product, you will be entitled to a full refund but this right is limited to 30 days from when the product is received.

If you still have questions, please contact us via email: info@backyardbistro.co.uk.