Returns & Replacements
Need to make a return?
Follow our Returns and Replacements Policy and make a request to get started.
What is your return policy?
For standard returns, all merchandise may be returned up to 21 days from the date of receiving the order for a refund. Additionally, all returns must be authorized in advance and must have a valid issued Returned Goods Authorization (RGA) number before being shipped back.
To avoid delays in issuing a credit to you, please provide us with
return tracking information so that we may confirm the product has been returned to the manufacturer by phone (855) 298-4922 or email Sales@PatioProductsUSA.com.
Damaged or Defective Items
We will replace any defective, damaged, or wrongly shipped item if you notify us within 21 days of receipt. If you choose to return a defective, damaged or wrongfully shipped item without providing us the opportunity to replace it, a $15 shipping and handling cost will be applied. Additionally, a 25% restocking fee may apply.
Refunds will only be issued under the following conditions:
1. The merchandise must be in new condition, in its original carton, including all packaging materials and accessories.
2. Merchandise must not have been installed or altered in any way.
3. Customer is responsible for shipping and providing return carrier & tracking information.
4. No returns will be allowed for Discount or Clearance products, except for damaged or defective shipments.
5. No returns on bulb or part orders.
6. Claims after 21 days of delivery receipt are not eligible for return or replacement.
7. Due to the custom-made to order nature :
Any non-stainless steel (custom powder coating) Infratech return request will be subject to an applicable 50% re-stocking fee.
- Infratech Heater Controls, no Infratech Heater Controls will be eligible for Return or Exchange.
- Sunbrella/Polytex Shade Sails and Umbrellas, no Sunbrella Shade Sails or Umbrellas will be eligible for Return or Exchange.
Umbrellas have special warranty conditions. See below for details.
Return Policy FAQ:
How do I make a return?
To start the process, simply complete our short Return Request Form - Click Here. One of our customer service representatives will process your request and an RGA number will be issued. They will also provide you with return shipping instructions via email. The merchandise should be packed and returned in its original carton, including all packaging materials and accessories. Once you are provided an RGA number and return shipping instructions, please ship the package prepaid via UPS, FedEx or DHL, insured and retain the tracking information in case there is a problem with the return shipment. To avoid delays in issuing a credit to you, please provide us with return tracking information so that we may confirm the product has been returned to the manufacturer by phone (855) 298-4922 or email Sales@PatioProductsUSA.com
Why do you charge a restocking fee?
We know the restocking fee is not convenient for our customers, but it is necessary for us in order to recoup some of the losses we take on returns. The fact is that our suppliers charge a restocking fee to us (often in excess of the 25% we charge our customers) and we are passing on a part of it to our customers. If you’re unsure about a purchase, give us a call and let us assist you before buying. We’d like to help you avoid the inconvenience and expense of making a return by helping you select the right product for your patio needs.
Are there any exceptions to the restocking fee?
Yes! In the event that you need to make a return on a product without a restocking fee, you would be refunded your entire purchase price, less $15 for shipping and handling costs along with any additional expedited shipping charges or residential delivery fees incurred on your behalf. No restocking fees will be charged! (Please note that the return conditions still apply to these suppliers).
Please Note: This exception does not apply for Discount and/or Clearance products, unless damaged or defective upon delivery shipment.
Canadian Customer Refunds:
All purchased, refunds and credits for products on this site are shown and charged in U.S dollars. Your bank will make all necessary conversions based on the exchange rate at the time of the transaction. We are not responsible for any additional charges or timing differences that your bank may charge you for the transactions, refunds or credits. If you have any questions about your exchange rate or credit card fees please contact your credit card company or bank for more details.
I called your toll-free number to make a return and was asked to submit my return request in writing. Why do you need it in writing?
By submitting in writing, we can process your request more effectively and document the transaction in case there are any issues. If you’d like to initiate a return, please CLICK HERE to complete our return request form.
What is an RGA number?
An RGA (Returned Goods Authorization) number is simply a way for us to track return transactions. When you request a return, we will process your request and issue you an RGA number (if applicable) with your return instructions. This information will be sent to you by email. No returns will be accepted without an RGA number.
I've returned my order without an RGA#. When will my credit be issued?
We require an RGA# on ALL returns. The RGA# helps identify a package once it is returned. If you return a product without an RGA#, we cannot issue a credit as we will not be able to identify it to a specific order or request.
My shipment arrived damaged or defective. How do I get a replacement?
In spite of our best efforts, occasionally products will sustain damage in transit. We’ll get replacement parts to you as soon as possible, free of charge. To help us expedite your request, please complete our Damaged Items Form - Click Here. Please provide as much detail as possible about the damaged goods so that we can rectify your issue in a timely fashion. This replacement policy ONLY covers the cost of replacing a full fixture or part thereof, at our expense. If a full replacement is required, we will send you a replacement acknowledgment form that must be signed and returned (by fax or email) before a replacement will be sent.
Unfortunately, no. Warrantied items do not include damage or defects from weather. This includes but is not limited to:
- Damage caused from the wind.
- Damage caused from wind conditions are NOT covered under any circumstances.
- Damage indicative of wind include broken ribs and bent aluminum poles.
- Replacement of warranty items will be determined upon our discretion with digital photos provided by our customers and granted or denied at our discretion.
- Fading caused by sun exposure.
What is your return policy on Commercial/Large Job orders?
Commercial/Contractor/Large Job orders over $3,500 will be subject to a 50% restocking fee if returned for any reason other than manufacturing defect. We recommend ordering a sample product prior to placing your main order if you are unfamiliar with the product or need client/customer approval. This policy does NOT apply to residential purchases by end users. We reserve the right to change or modify this clause on a case by case basis.
Please Note: We will not be held liable for 3rd party charges (ie. contractor charges).
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If you return or cancel an item that you purchased with a gift certificate, credit will be refunded back to that same gift certificate. The gift certificate may then be used to make a future purchase with us. We are unable to issue a check for credit on purchases made with a gift card for balances OVER $10.00 USD.
We highly recommend that you not file a charge back with your credit card company during the return process. Keep in mind that the returns process can take up to 14 business days to complete. If a charge-back is requested, the refund process will cease and we will not be able to issue you a return refund until the charge-back process is completed, which can take up to 180 business days to be finalized.