General FAQs

Returns and exchanges

At The Best Backyard, we understand that sometimes there is a change of mind. However to avoid disappointment we provide lots of videos, dimensions and sizing, pictures and detailed features on each product, to help you finalise your decision. However, if you do happen to change your mind, we provide a 7-day return policy. 

For our 7-day return policy, you must agree that:

1.The item must be unused and in the same condition you received it, in original packaging that is undamaged

2.Product has not been assembled

3.Agree that initial freight and delivery costs are not refundable

If all conditions are met, contact us within 7 days of your equipment delivery to arrange the return and receive a store credit voucher for an exchange or next purchase. Please note change of mind returns must be sent back to our contact address at your own cost and risk.  Products should be returned within 28 days, in original undamaged packaging, with all the parts, accessories and instructions. 

Once you notify our team via email of your wish to return items due to damage or change of mind we will provide further instructions.

If there are damage or defects you can expect a full refund and replacement of the product if it is in stock. If it is a change of mind return within the 14 day period, you will be refunded minus shipping and possibly stocking costs for the items. There are some suppliers that don't offer a 'change of mind' refund and this is noted on our product pages.

Our team will be able to assist so please reach out via email or live chat on our website.

In the unlikely event that the goods are damaged or defective or you wish to return goods for any reason within the terms of this contract, you need to follow the returns policy.

Our standard Returns Policy applies to all purchases from The Best Backyard. Please ensure that our offices are notified as soon as you become aware of any shortages or defects in the delivery.

Please contact our customer service team within 48hrs of receiving your items should you notice any issues or defects with your product, our team will deal with each case based on its merits and depending on the circumstances will either offer to refund or exchange a product provided if it is in a fully re-saleable condition.

Outdoor Play


Choosing the right size trampoline for you will most likely involve several factors such as garden size, price and the age of the user. Our Plum trampoline range in size from 4.5ft to 14ft.

For younger children, our junior trampolines are just the right size for beginners bouncing and fit perfectly into smaller garden spaces. For the more adventurous, our larger classic trampolines are ideal for older children and adults too. The new have the freebound Plum BOWL trampoline which provides a new kind of bounce!!

Bear in mind that it is very easy to underestimate the size of the trampoline once assembled, so a good idea is to map out the size with a hosepipe to avoid any surprises.

Buying a trampoline can be quite an investment, so it’s worth comparing all of the features to make the right choice. 

The warranty available on our trampolines varies depending on the model and where it is purchased. Please refer to the individual product page for more information.

The age that a child can bounce depends on the type of trampoline. Smaller trampolines, such as our junior trampolines, are specifically designed for young children to be safe whilst bouncing. They have a lower height frame and shorter springs for a more predictable, softer, bounce. Larger trampolines are mostly suitable from age 6 through to adulthood.

For more information, please refer to the individual trampoline product page.

You will need to put the trampoline mat on with the springs in the mat lined up correctly with the spaces in the frame. The easiest way to do this is to start with the springs at 12 o clock, 6 o clock, 3 o clock and 9 o clock. This distributes the tension in the mat, with less effort required to pull on the springs. Then fill in the gaps, making sure the springs and frame line up.

Use the supplied spring loading tool to pull the spring taut enough to insert it into the frame. We recommend wearing protective gloves and goggles as occasionally springs may ping off.

The trampoline should be on a level, flat surface.

Always place your trampoline on soft grass - never position the trampoline over hard surfaces such as concrete, decking, patio or compacted earth - not only is this much more dangerous if your child should fall, the impact on the trampoline could damage it. This will invalidate your warranty.

Make sure the trampoline is placed away from obstructions such as sheds, outbuildings and trees, with a 2m safety perimeter around it. It’s important to check for hanging obstructions too such as tree branches and washing lines.

Most trampolines get a lot of use, so it’s important to regularly check for any signs of wear, tear and deterioration. Our quick checklist can help know what to look for:

• Holes, tears or sagging in the jumping mat
• Loose stitching or deterioration in the jumping mat
• Bent or broken frame parts
• Signs of rusting on metal parts
• Broken, damaged or missing springs
• Deterioration, holes and sagging on the enclosure net and safety pad

If you notice any of the above, stop using the trampoline until the problem is resolved. Spare parts can be purchased from our website. If your trampoline is still under its warranty, contact us.

Use this text to answer questions in as much detail as possible for your customers.


Our range of wooden round pole swing sets are made from whole tree trunks trimmed to size. These natural tree trunks are very sensitive to atmospheric changes and moisture content.  Often naturally occurring splits will appear in the poles. In warm sunny weather the wood shrinks, in wet weather it expands. These physical changes cause the cracks.

The overall thickness of the poles mean that the strength of the beam is very rarely affected by these cracks.

For more information, learn about our wood. If you are still worried, please contact our technical team with photographs of the cracks and they will be happy to take a look.

Our round pole swing sets are made from whole tree trunks which are stripped of bark, trimmed to size and pressure treated to ensure their longevity.

The green substance on the wooden pole, which can be mistaken for mould, is actually a chemical reaction between the wood sap and the chemical used in the pressure treatment.

It is completely harmless and we like to think it adds to the natural charm.

For more information, see about our wood.

Take good care of your swing set and it could last a very long time!

Round pole swings require little maintenance due to their natural properties. Use a soft brush to remove dirt from the set, and wipe metal parts and swing seats and slides with a damp cloth and light detergent.

The wood on the swing set was pressure treated with a chemical on production to inhibit rot and infestation.

At the end of each season, treat the swing set with a water based stain for use on children’s play equipment to ensure longevity.

If your play centre is under its warranty, please fill out our warranty claim form to obtain the replacement parts.

Some items such as swing hangers are available to purchase from us directly. Please contact us to find out more.

If your swing set is still under its warranty, please contact our customer service team or fill out our warranty claim form, to obtain the replacement parts.

Some items such as swing hangers and bolts are available to purchase from us directly. Please contact us to find out more.

If your swing set is supplied with height adjustable swings, the rope length can be adjusted from x to x cm. Please refer to the individual product page for more information.

If your swing seats are not height adjustable, height adjustable swings can be purchased from our website.

When planning where to put your play centre, make sure you measure carefully and don’t forget to include the 2m safety perimeter – this must be free from obstructions such as buildings, fences, trees and washing lines.

The play centre must be placed on suitable ground such as grass or play bark and never on a hard surface.

If your play centre is supplied with ground anchors, these must be concreted in before the play centre is used. This is to ensure the stability of the toy and to ensure your child’s safety.

Please note that placing your play centre on a hard standing and not anchoring it in will invalidate your warranty.

Plum is committed to ethical and sustainable manufacturing and takes the following steps to ensure this:

• The wood for Plum swing sets and climbing frames is sourced from European Pine or Chinese Fir.

• In both cases the wood is FSC certified.

• All factories which supply Plum Products are audited ethically and systematically to ensure conformance with Quality Assurance system requirements.

• In some cases for larger suppliers the factory is also third party audited or is registered with Sedex which is an ethical conformance programme.

Outdoor Furniture

All products come with a 12-month warranty which you may seek a refund or replacement for the product. The following terms and conditions apply to the warranty:

Damages due to misuse by the user or during delivery will not be covered by this warranty

Damage on Arrival (DOA)

This warranty only applies to items that are broken when arrived or appear to be not functioning on initial usage. The following terms and conditions apply to DOA warranty:

You must check the item(s) and report the damages or faults(pictures or videos) to us by email after receiving the item(s). We reserve the right to refuse any claims made after this timeframe or additional charges (postage and handling) may apply.

Please do not return the faulty item to us without our approval.

Please confirm that you have checked the packaging very thoroughly as the small components might become loose during the shipping. If there is a part missing, please contact us immediately so that we can offer our assistance.

Refund and replacement generally take up to 2 working days to process, and will notify you right after it has been processed.


A refund or replacement will not be provided if products are being misused, mishandled, or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers.

Unfortunately goods cannot be returned due to a change of mind.

All goods must be inspected within 24 hours of collection or delivery. Any claims for damage or any other discrepancies like quality issues or short deliveries must be raised during this time in order to rectify these as soon as possible.

Claims will not be excepted beyond 24 hours of the goods being delivered.

Notification to The Best Backyard must be made via email to

Any returns due to faults or damage must be made utilizing Theo & Joe Pty Ltd approved carriers and transport companies.

Goods will only be accepted if returned in their original packaging.

Provided the returns process is followed Theo & Joe Pty Ltd will at its discretion either refund the purchace price in full or replace the goods as soon as is reasonably possible.

Any item approved for return must be in its original packaging.