Refund policy
Last updated 10 October 2026
When we'll refund or put it right
- A file is missing, corrupted or won't open. Email us and we'll fix or replace it. If we can't, we'll refund you in full.
- Your plans never arrived. Check your spam folder, then email us with the address you paid with. We'll send them again, and if we can't get them to you, we'll refund you in full.
- You paid twice for the same design. We'll refund the extra payment.
- The plans have a genuine error, or don't match their description on our site. We'll correct the plans and send you the revised version free of charge. If we can't put it right within a reasonable time, we'll refund you.
- Something else exceptional. If your situation isn't covered here, email us and tell us what's happened. We'll look at every request fairly.
Bought the wrong design?
If you bought one design but meant another, email us within 7 days of buying and we'll swap it for the design you meant at no cost. Please don't build from the design you're swapping out.
When we don't refund
Because the plans are delivered instantly and can't be returned, we don't refund for change of mind, including where:
- you decide not to build, or to build something else;
- the design turns out not to suit your site, such as its wind zone, boundary distances, the exemption conditions or your district plan rules. Please check these before you buy. Each design's page and the confirmation before checkout set out what to check;
- you've changed the design, or built it differently from the plans.
How to ask
Email hello@backyardplans.co.nz with the email address you paid with, the design you bought, and what's gone wrong. We'll reply within 2 working days. Refunds go back to the card you paid with through Stripe, and usually show on your statement within 5 to 10 working days.
Your rights under New Zealand law
Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986 where you're buying as a consumer. If you're buying for the purposes of a business, the Consumer Guarantees Act does not apply, to the extent the law allows. This policy forms part of our terms of sale.