Claims, Returns & Exchanges Policy

This policy applies to wholesale orders placed by approved retail partners of The Backyard Apparel.

Returns and exchanges are not accepted automatically. Any claim, return or exchange must be reviewed and authorised in writing by The Backyard Apparel before products are sent back.

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Inspection Upon Delivery

Retail partners must inspect all shipments promptly upon receipt.

Any visible damage, missing parcels or signs of tampering should be recorded on the carrier’s delivery document whenever possible.

Claims relating to transport damage, incorrect products, missing products or discrepancies in quantity must be reported as soon as possible and no later than 48 hours after delivery.

The original packaging and all relevant shipping documentation should be retained until the claim has been reviewed.

Damaged, Defective or Incorrect Products

Retail partners may submit a claim where products:

• arrive damaged;

• present a manufacturing defect;

• differ materially from the confirmed order;

• have been supplied in an incorrect size, colour, style or quantity.

To submit a claim, the retailer must provide:

• the relevant order or invoice number;

• the product reference, size, colour and quantity affected;

• a clear description of the issue;

• photographs of the product and packaging;

• any relevant carrier documentation.

Claims should be sent to info@thebackyard.es.

Submitting a claim does not automatically constitute acceptance. The Backyard Apparel will assess each case and may request additional information or evidence.

Authorised Resolutions

Where a claim is accepted, The Backyard Apparel may offer one of the following resolutions, depending on the circumstances:

• replacement of the affected products;

• replacement with an equivalent product, subject to agreement;

• issue of a credit note;

• refund through the agreed payment method;

• another solution agreed in writing with the retailer.

The applicable resolution will be confirmed before any return is arranged.

Return Authorisation

Products must not be returned without prior written authorisation from The Backyard Apparel.

Once a return has been approved, the retailer will receive instructions regarding:

• the products authorised for return;

• the return address;

• the required packaging;

• the applicable transport arrangements;

• any documentation that must accompany the shipment.

Unauthorised returns may be refused and returned to the retailer at their expense.

Condition of Returned Products

Unless the return concerns a product defect that prevents compliance, returned products must be:

• unused and unworn;

• unwashed and unaltered;

• complete with their original labels and packaging;

• in a condition suitable for inspection and resale;

• accompanied by the corresponding return authorisation.

The Backyard Apparel may reject returned products that do not meet these conditions or that differ from the products authorised for return.

Return Shipping Costs

Where a return results from an accepted manufacturing defect, an incorrect shipment or another error attributable to the brand, The Backyard Apparel will arrange or cover the authorised return transport.

Where a commercial exchange or other discretionary return has been agreed, the applicable transport costs will be confirmed with the retailer in advance.

The Backyard Apparel is not responsible for goods returned without authorisation or through a transport method that has not been agreed.

Transport Damage

Where damage appears to have occurred during transport, the retailer must:

• record the damage on the carrier’s delivery document whenever possible;

• photograph the parcel before opening it;

• photograph the internal packaging and affected products;

• retain the packaging until the claim has been resolved;

• notify The Backyard Apparel within 48 hours of delivery.

Failure to provide sufficient evidence may prevent The Backyard Apparel from submitting or supporting a claim against the carrier.

Commercial Exchanges and Collection Rotations

Commercial exchanges, stock rotations or collection swaps are not an automatic contractual right.

The Backyard Apparel may consider them individually according to factors such as:

• the retailer’s account history;

• the condition and age of the stock;

• the collection involved;

• the availability of replacement products;

• the commercial circumstances of the request;

• any prior agreement between the parties.

Any commercial exchange or rotation must be expressly approved in writing before products are returned.

Products proposed for exchange must normally be unused, complete, correctly labelled and in saleable condition.

The retailer may be responsible for transport costs and any difference in product value unless otherwise agreed.

Products Not Eligible for Return

Unless required due to an accepted defect or error, returns will not normally be accepted for:

• products that have been worn, washed or altered;

• products damaged after delivery;

• products without their original labels or packaging;

• personalised, customised or specially produced products;

• samples or display products;

• discontinued, clearance or outlet products;

• products returned without prior authorisation;

• unsold stock where no commercial exchange has been agreed.

Credit Notes and Refunds

Where a credit note or refund has been approved, it will be processed after the affected products have been received and inspected, unless The Backyard Apparel confirms that a physical return is not required.

Credit notes may be applied to outstanding invoices or future orders, as agreed with the retailer.

Refunds will be made through the agreed payment method or another method confirmed between the parties.

Exchanges

Replacement products are subject to stock availability.

Where the requested replacement is unavailable, The Backyard Apparel may offer an alternative product, a credit note, a refund or another agreed resolution.

No replacement product will be dispatched until the applicable arrangements have been confirmed.

Contact

For claims, returns or exchange requests, please contact:

The Backyard Apparel
info@thebackyard.es