Refund policy

Last Updated: August 11, 2026

Buying backyard equipment online takes a leap of trust, and this policy is where we earn it: 30 days to return from the day the order arrives, zero restocking fees, and anything that lands damaged, defective, or incomplete gets replaced free. Below is the whole process, start to finish, including who pays for what — written down before you order so nothing has to be argued after.

Cancelling an order before it ships

Changed your mind right after checkout? Cancel free of charge at any point before the order ships — no 24-hour cutoff, no cancellation fee. Email info@steadrow.com with the order number in the subject line so we can catch it quickly. Once the carrier has the shipment, cancellation is no longer possible; from that moment the 30-day return process below takes over, so you are never stuck either way.

First, check the order when it lands

Most "returns" in this category are really delivery problems wearing a disguise. Within 48 hours of delivery, open the cartons and check the contents against the parts list. If anything is damaged, missing, or not what you ordered, email info@steadrow.com with the order number and photos. Damaged, defective, missing, and incorrect items are replaced at no cost to you — we pay every cent of the shipping, and replacements go out within 2 business days of the claim being confirmed. Don't box anything up unless we specifically ask; shipping a replacement part is almost always faster than a round trip.

The 30-day return window

Returns are accepted for 30 days from the delivery date. To be eligible, an item must come back to us:

Unused and unassembled
In the condition it arrived in, free of damage that wasn't there at delivery
In its original packaging, with every tag, accessory, fastener bag, and instruction document included

There is no restocking fee on any return — not a reduced one, none — and nobody on our side will make you justify changing your mind.

At a glance

Return window: 30 days, counted from the delivery date
Condition: unused, unassembled, original packaging with all tags, hardware, and documents
Restocking fee: none
Return cost: free when the problem is ours; change-of-mind returns ship at the customer's cost
Easy returns: email us and a person walks you through every step

Who pays return shipping

When the problem is ours, the shipping is ours — both directions. We cover the full cost whenever the item arrived:

Incorrect — a different product, size, or color than the order specified
Damaged in transit by the carrier
Defective — a manufacturing fault, missing structural parts, or failure straight out of the box

When it's a change of mind, return shipping is the customer's. That applies when:

The wrong item was picked at checkout
The product doesn't suit the space or plan it was bought for
It simply isn't wanted anymore

For freight-size items, return shipping is genuinely expensive — ask us and we will quote the real cost up front, before you commit to the return. And because your original delivery was free, there is no outbound-shipping deduction from any refund: the refund is the full price of the returned items, always.

How to return, step by step

Step 1 — Write to us. Email info@steadrow.com with the order number and why it's coming back; attach photos if anything is damaged or defective. We reply within 1-2 business days with return authorization and the return address. Wait for that reply before shipping — an unauthorized box can't be matched to an order.
Step 2 — Repack it. Put the item back in its original packaging with every accessory, tag, manual, and piece of hardware, and secure the carton for the road.
Step 3 — Send it back. Ship using the carrier and method named in the authorization email so the return stays tracked the whole way.

How refunds are processed

We inspect each return within 3 business days of its arrival at the warehouse. Approved refunds go back to the original payment method within 5-10 business days — banks and card issuers control the final leg of that timing. You get an email at every stage: received, approved, refunded. If a return fails inspection — used, assembled, or missing its packaging — we contact you to talk options before anything else happens; nothing is decided unilaterally.

Exchanges

Want a different size, color, or a different product entirely? We handle exchanges by email: write to info@steadrow.com with the order number and what you'd like instead, and we'll set up the swap the fastest available way.

If the order never arrives

Tracking stalled past the delivery window, or a package that never showed? Email info@steadrow.com with the order number and we open an investigation with the carrier. If the carrier confirms the shipment lost, you choose the remedy: a full refund to the original payment method, or a free replacement shipment.

What can't be returned

An assembled kit, or equipment that has been used outdoors — a tumbler that has held compost, a house that has held birds — can't be restocked, so it can't be refunded through the standard process. Email us anyway: if the product itself is at fault, we will make it right regardless. Any product with its own return restriction says so plainly on its product page before you buy.

Parts support beyond the window

Past 30 days, you are not on your own. If a part breaks or fails under normal use, email info@steadrow.com with the order number and a photo — our parts support means we work the problem with replacement parts and honest answers rather than pointing at a calendar.

Every scenario, one line each

Arrived damaged or defective — free replacement of the affected parts or unit; we pay all shipping
Missing or wrong item — correct part or item ships free within 2 business days of confirmation
Changed my mind, unopened, within 30 days — full refund; customer pays return shipping; no restocking fee
Changed my mind, used or assembled — not returnable, but email us; a faulty product gets made right regardless
More than 30 days after delivery — outside the return window; parts support still applies
Order never arrived / lost in transit — carrier investigation; confirmed lost = full refund or free reshipment, your choice
Cancel before shipping — full refund, no fee of any kind

Changes to this policy

We may revise this policy as our operations grow; the current version always lives at this page under a fresh Last Updated date, and continuing to use steadrow.com after a revision means the posted version applies to orders placed after its date.