Patio Elegance Return & Exchange Policy
At Patio Elegance, we partner with top-tier suppliers and manufacturers to ship your products directly from the factory to your home. Because we operate as an authorized dealer, our return, exchange, and warranty policies must strictly align with our manufacturers' guidelines.
Please review our conditions carefully before initiating a request.
1. Manufacturer Warranties & Defective Products
All products sold on our site are covered by standard manufacturer warranties. If your item arrives with a factory defect or experiences an mechanical/structural issue after installation:
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Direct Manufacturer Handling: All warranty claims, replacement parts, and technical repairs must be handled directly through the manufacturer.
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Our Role: Patio Elegance will gladly assist you in contacting the manufacturer and providing any necessary purchase documentation, but the manufacturer retains sole authority over warranty approvals, repairs, and replacements.
2. Return Conditions & Restocking Fees
If you wish to return an eligible item for any reason other than a manufacturer defect, the following manufacturer rules apply:
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Timeframe: Return requests must be submitted within 30 days of the purchase date.
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Restocking Fees: Approved returns are subject to a restocking fee of up to 25%, dictated entirely by the product's manufacturer.
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Return Shipping: The customer is solely responsible for arranging and paying for all return shipping costs. For heavy outdoor equipment and freight shipments, these costs can be substantial.
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Condition: Items must be in their original, unopened packaging. Installed, modified, or used items are strictly non-returnable under manufacturer rules.
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Exclusions: Items purchased during special promotions, orders with incorrect addresses provided by the customer, or standard buyer's remorse are not eligible for return or exchange.
3. Damages, Shortages, & Freight Delivery Policy
To protect yourself against shipping damages, you must follow the inspection protocol at the time of delivery:
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Inspection Required: For all freight deliveries, you must inspect the packaging and product before signing the carrier's delivery receipt.
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Proof of Damage: If damage is found, it must be noted clearly on the driver's bill of lading, and you must provide photos or videos to our customer service team immediately.
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Resolution: Once the manufacturer and freight carrier verify the documented damage, a resolution will be processed via our dispute process, which may include sending a replacement part, a full exchange, or a partial/full refund depending on the manufacturer's assessment.
4. Cancelations & Order Delays
Orders cannot be canceled once they have been processed or shipped by the manufacturer. Delays in transit by third-party freight carriers do not automatically qualify an order for a full fee-free refund; any canceled orders in transit will be treated as standard returns and will incur manufacturer restocking and return freight fees.
How to Initiate a Return or Exchange
To submit a request, please contact our customer service team with your order number, details of the item, and any required photographic evidence. We will coordinate with the manufacturer and provide you with specific instructions on how to proceed.
We reserve the right to refuse any returns or exchanges that do not meet the strict criteria outlined above by our manufacturing partners.