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Returns and refund policy

Return and Refund Policy 

Cancellations & Refunds: At The Patio Shop Direct we pride ourselves on having the best return policies in the industry. Cancel your order any time before it ships completely free of charge (exceptions apply such as custom orders, see below). 

If you have questions, please send an email to sales@thepatioshopdirect.com or call us at 02080903775.

Cancellations (Before Order Ships)

If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse. Reach agents during business hours at  02080903775, the chat in the bottom right, or email sales@thepatioshopdirect.com any time. 

Cancellations of Custom Orders

Custom or made-to-order products cannot be canceled or refunded as these products are put into production specifically for your order. 

These units are custom-made to your specification or created once you order. Once you place your order they start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us. 

All sales are final for Custom made and Made-to-order products.

Returns policy (30 days) 

We understand that sometimes a product may not meet your expectations or requirements. Therefore, we offer a 30-day return policy for eligible items. Please carefully review the following terms and conditions regarding returns:

    1. Eligibility:

      • The return policy is applicable to non-custom and non-made-to-order products.
      • The item must be unused, undamaged, and in its original packaging.
      • Any included accessories, manuals, or promotional items must be returned along with the product.

    1. Return Process:

      • To initiate a return, please contact us within 30 days of receiving the product. You can reach us via email at sales@thepatioshopdirect.com or by calling +0044 2080903775.
      • Our customer service team will provide you with detailed instructions on how to proceed with the return.
      • Please note that you will be responsible for the return shipping costs unless the return is due to our error or a defective product.
    2. Inspection and Refund
      • Once the returned item is received and inspected, we will notify you regarding the approval or rejection of your refund.
      • If the return meets our eligibility criteria, a refund will be issued to your original payment method within a reasonable timeframe.
    4. Return Exceptions:
      • Custom or made-to-order products are not eligible for return, as they are specifically created for your order.
      • Certain products, such as hygiene-sensitive items or perishable goods, may not be eligible for return due to health and safety regulations.

  1. Restocking Fee:

      • Please note that a 10% restocking fee will be deducted from your refund amount to cover handling and processing costs, unless the return is due to our error or a defective product.

We strive to provide a smooth and hassle-free return process. If you have any questions or concerns regarding our return policy, please contact us at sales@thepatioshopdirect.com. We are here to assist you.

 

Shipping Times

We promise to do our best to get your order to you as soon as possible.  We provide estimated shipping times on the product pages. All orders are dispatched within 1-2 business days and delivered within 5-7 business days.

Order delays have proven to be unavoidable and outside of [your store name] control. While this might be frustrating, we ask you to please be patient and understanding with us in these tough times. We thank you for your business and appreciate your patience.

Damages

Please inspect the packaging of your item(s) when they arrive, if you notice any damage, you should make note of it when signing for delivery.  If your item(s) arrive damaged please send photos of the damage, box, and SKU, along with a brief description of the damage to sales@thepatioshopdirect.com. Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures or visible signs of exterior damage must be reported within 24 hours. 

Warranty

Warranties vary depending upon the manufacturer - see individual product pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival, and not reported within 30 days, that is not a warranty claim.

Returns

By default, customers will be responsible for all return shipping charges or re-consignment fees caused by customer error, unless otherwise stated on the product page. 

All of our products have guaranteed warranty policies - meaning that you will 100% get a fully functional, operating product that you paid for without any extra expenses incurred on your end - please see individual product pages for details. 

BOGO Promotions

In the event of a BOGO (buy one, get one free) promotion, both items must be returned for a full refund. If one of the two items is returned, you will get a replacement of that item or store credit for the value of that item when purchased on its own. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges and depending on the manufacturer, potentially a restocking fee. Refunds will only be issued to the original credit card that you used when placing your order.

All customers agree that they have read, understand, and agree to the terms and conditions above. 

Individual items will have varying refund and return policies depending on the manufacturer. Please see individual product pages for details or contact [sales@thepatioshopdirect.com.

Chargebacks

Our team of agents is here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry.  We are on your team. We are immediately responsive and will do all that we can to help you out and provide the best resolution.

Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together.  Thank you for shopping with us!

Contact sales@thepatioshopdirect.com for any questions.

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