REFUND POLICY
At Patio Elegance, we want you to shop with confidence. Because we partner with top-tier suppliers and manufacturers to ship your products directly from the factory, our refund and return policies must strictly align with our manufacturers' guidelines.
30-Day Return Window
We have a 30-day return policy, which means you have 30 days after receiving your item to request an authorized return. An order number and proof of purchase must be provided in order to initiate the process.
Eligibility & Condition
To be eligible for a return, your item must be in the exact same condition that you received it: unused, uninstalled, and in its original, unopened packaging. Under manufacturer rules, any items that have been assembled, installed, or modified are strictly non-returnable.
How to Start a Return
To request a return, contact us via our website at www.patioelegance.com. Please include your order number and the reason for your return in the email.
Please note: Items sent back to us or directly to the manufacturer without an approved return authorization will not be accepted or refunded.
Restocking Fees & Return Shipping
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Restocking Fees: All authorized returns are subject to a restocking fee of up to 25%, which is dictated entirely by the product's manufacturer.
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Return Shipping: The customer is solely responsible for arranging, insuring, and paying for all return shipping costs. For large patio equipment and heavy freight shipments, these costs can be substantial.
Damages, Shortages, & Carrier Issues
Please inspect your order thoroughly upon reception. If an item arrives defective, damaged, or incorrect, you must open a dispute in the order section of our website and upload clear photos/videos of the product and packaging.
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Freight Deliveries: For heavy items delivered via freight carrier, you must inspect the shipment and note any visible damage on the driver's delivery receipt before signing.
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Review Timeline: Our dispute team will review your submitted evidence within 1–5 working days. Depending on the manufacturer's assessment, approved disputes will be resolved with a replacement part, a full exchange, or a refund.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned under any circumstances:
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Custom-built products, special orders, or personalized items.
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Clearance items, floor models, or products purchased during specific final-sale promotions.
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Gift cards.
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Hazardous materials, flammable liquids, or gases.
Exchanges
The most efficient way to ensure you get the item you want is to initiate an authorized return for your current item. Once your return is accepted and processed by the manufacturer, you can make a separate purchase for the new item.
Refunds & Processing Time
We will notify you once the manufacturer has received and inspected your returned item to verify it is in its original, resaleable condition.
If the refund is approved by the manufacturer, you will be automatically refunded on your original payment method within 15 business days (minus any applicable restocking fees). Please note that it can take additional time for your bank or credit card company to process and post the refund to your account. If more than 15 business days have passed since your return was approved, please reach out to us at www.patioelegance.com.