Order Cancellation Policy
Changed your mind? Here's exactly how, and how long, you can cancel.
Most orders on My Luxe Backyard can be cancelled free of charge before we hand them off for fulfillment. This page lays out, in plain language, the exact window you have to cancel a pergola, gazebo, patio furniture set, fire pit, sauna, or cold plunge order, what happens once you do, and what your options are if your order has already left our hands.
A straightforward account of how cancellations actually work here
My Luxe Backyard is owned and operated by Navarro Living LLC. We sell pergolas, gazebos, patio furniture sets, fire pits, saunas, and cold plunges, most of which are sourced through established outdoor living brands and authorized distributors and shipped to you from a fulfillment center or directly from the manufacturer, depending on the item.
Because larger and heavier products, such as saunas and cold plunges, are frequently prepared and routed by our supplier partners rather than pulled from a shelf in front of you, the point at which an order becomes "in motion" and no longer freely cancellable can vary slightly by product. This page explains that timing honestly, category by category, rather than promising a single cutoff that doesn't hold true for every item we sell.
We wrote this page specifically for the products we actually sell, based on our own order handling and shipping timelines. It isn't a copied template, and we'll update it if our fulfillment process changes.
What the words in this policy actually mean
"Cancellation" gets used to describe a few different things. Here's exactly what each term means when we use it on this page.
Order Cancellation
Your request to stop an order entirely, before it ships, so it is never fulfilled or delivered. Applies to the whole order or, where possible, a single item within it.
Order Modification
A change to an order that's still open, such as a shipping address correction, quantity change, or color swap, made instead of a full cancellation.
Return
Sending back an item you've already received, within 30 days of delivery, under our separate Return & Refund Policy. This is the path forward once an order has shipped.
Refund
The money returned to your original payment method once a cancellation or an approved return has been processed on our end.
Where your order sits determines whether it can still be cancelled
Every order moves through three stages between checkout and delivery. Cancellation is straightforward in the first two and unavailable once the third begins, at which point our 30-Day Return & Refund Policy takes over.
Order received, not yet in processing
Typically the first few hours after checkout. Contact us any time and we'll cancel and refund your order in full, no questions asked and no fee charged.
Cancel freelyOrder being prepared, within our 1–3 business day handling window
Your item is being picked, packed, or released to our shipping partner or the manufacturer's fulfillment center. Cancellation is usually still possible; contact us as soon as you can to improve the odds we catch it in time.
Cancel usually possibleTracking number issued, carrier has the package
Once an order has left our facility or our supplier's warehouse and a tracking number has been generated, it can no longer be cancelled. At this point, our 30-Day Return & Refund Policy is the correct path.
Not cancellableHow the cancellation window can differ across what we sell
Product size and how each item is fulfilled affect how quickly it moves into processing. Here's a transparent, category-specific look at what to expect when requesting a cancellation.
Pergolas & Louvered Roofs
Standard processing windowThese typically follow our standard 1 to 3 business day handling window. Once the freight carrier has been booked to collect the frame components, the order has moved into Stage 3 and can no longer be cancelled.
Gazebos
Standard processing windowGazebo orders are boxed and released to carrier within the standard handling window. Because these ship as a single carton in most cases, requests submitted the same day as your order stand the best chance of being caught in time.
Patio Furniture Sets
Standard processing windowMulti-box furniture sets are packed together where possible. If any carton in a set has already shipped, we cannot cancel the remaining cartons; the whole order moves to our return process once tracking is issued.
Fire Pits
Standard processing windowFire pits generally ship as a single package within the standard handling window and can be cancelled up until the carrier scan. No special waiting period applies beyond the general Stage 2 window described above.
Saunas
Freight lead time may applyAs large freight items, sauna orders are sometimes routed to our supplier's freight partner slightly ahead of the standard handling window to secure a delivery appointment. Contact us the same day you order for the best chance of a free cancellation; once a freight pickup has been scheduled, the order is treated as Stage 3.
Cold Plunges
Freight lead time may applyChiller and tub units are also typically freight-shipped. The same freight-scheduling window described for saunas applies here, so early contact after ordering gives you the most flexibility to cancel free of charge.
How to request a cancellation, start to finish
Contact us with your order number
Email support@myluxebackyard.com or call 609-354-7215 and tell us you'd like to cancel, along with your order number.
We check your order's current status
We confirm whether your order is still in Stage 1 or 2, or whether it has already shipped, and let you know which applies within one business day.
We stop fulfillment if it hasn't shipped
If your order is still cancellable, we halt processing with our warehouse or supplier partner and mark the order cancelled in our system.
Refund and written confirmation, by email
You'll receive an email confirming the cancellation, with a full refund issued to your original payment method within 7 business days.
Outside the cancellation window
- Orders that have already shipped and been handed to a carrier or freight partner, once a tracking number exists
- Personalized, custom-configured, or made-to-order items once production or sourcing has begun
- Orders flagged and cancelled by us for suspected fraud, payment failure, or an undeliverable address, which are refunded automatically
This doesn't reduce your other rights
An order that's already shipped isn't stuck; it simply moves to our separate 30-Day Return & Refund Policy, which allows returns of unused items within 30 days of delivery, subject to a 25% restocking fee and customer-paid return shipping unless the item arrived damaged, defective, or incorrect. Your card issuer's billing dispute rights and your statutory consumer protections under state law also continue to apply regardless of anything written here.
What you can expect once your order is cancelled
Is there a fee for cancelling?
No. Cancellations made within the window described above are entirely free. The 25% restocking fee only applies to returns made after an order has shipped and been delivered, under our separate Return & Refund Policy.
How much of my payment is refunded?
The full amount charged for a cancelled order, including any shipping fee if one applied, minus nothing. Cancellation refunds are never partial.
How long does the refund take to appear?
We issue cancellation refunds to your original payment method within 7 business days of confirming the cancellation. Depending on your bank or card issuer, it can take a few additional days to appear on your statement.
Can I cancel just one item from a multi-item order?
In most cases, yes, as long as that specific item hasn't already shipped. Let us know which item you'd like to cancel and we'll adjust the order and refund accordingly.
Can I change my order instead of cancelling it?
Often, yes. If you'd rather correct a shipping address, swap a color or size, or adjust a quantity, contact us as soon as possible; the same processing-window timing described above applies to modifications as well.
The federal and state law this policy operates within
This page is written to work alongside, not around, the laws that already protect you as a buyer. Two bodies of law matter most for order cancellations.
Federal Trade Commission Rules
New Jersey & State Consumer Law
This section is provided for transparency and general information. It is not legal advice, and consumer protection rules can vary by state. If you have questions about how these laws apply to your specific situation, we'd encourage you to contact your state consumer protection office or a qualified attorney.
Independent places to learn more or raise a concern
These federal and state resources exist for any consumer, anywhere, and operate independently of My Luxe Backyard. We'd still encourage you to contact us first at support@myluxebackyard.com so we can help directly and quickly.
Federal Trade Commission
A consumer guide to shopping online, including your rights around order timing, shipping delays, and cancellations.
Read the FTC's guideYour Card Issuer or Bank
If a charge doesn't match what you agreed to, your card issuer can explain your billing dispute rights under the Fair Credit Billing Act.
Learn about billing disputesNew Jersey Division of Consumer Affairs
The state consumer protection office for Navarro Living LLC's registered address, for complaints that can't be resolved with us directly.
Visit the DivisionFTC Report Fraud
File a report about a deceptive or unfair business practice with federal regulators.
File a reportFiling a report or inquiry with any of these agencies is free, voluntary, and entirely separate from any cancellation request you raise with us directly.
Want to cancel or change an order? Talk to our team
We're available Monday to Friday, 9:00 AM to 5:00 PM Eastern Time. Messages sent outside these hours are answered the next business day.
Navarro Living LLC (Company Registration No. 0451 452883, EIN 42-2132746) is an independent retailer of pergolas, gazebos, patio furniture, fire pits, saunas, and cold plunges, shipping to the Continental United States only (excludes Alaska and Hawaii). Cancellation timing described on this page reflects our typical order handling process and may vary slightly by supplier or carrier; exact status is always confirmed directly with our support team.
This policy was last updated and is effective as of July 1, 2026. It is reviewed regularly and may change as our fulfillment process or supplier network changes. For details on returns after delivery, see our Return & Refund Policy, for full purchase terms see our Terms of Service, and for how we collect and use your information, see our Privacy Policy.
