Exchanges/Returns

Cancellations/Refunds/Returns:

Orders cancelled within 24 hours or prior to item being shipped, will not be charged. If you order has shipped, you (the buyer) will be responsible for actual return shipping charges and the original shipping charge. We happily offer free shipping, but the majority of our items are heavy and so are very expensive to ship and have to be shipped via freight. We cannot absorb those costs to return to our manufacturer's warehouse.

We allow you to return all new, unused items in their original packaging within 30 days of delivery for a refund MINUS the original AND return shipping costs incurred by Patio Sanctuary. Please contact us and NOT the manufacturer to get your return started.
**Please note***A few brands/manufacturers have a 15-day return window (Elementi & Modeno) Return and restocking fees for these brands also apply. Other brands that are custom orders do NOT allow any returns. Please see the RETURNS tab on each product page or email us at info@patiosanctuary.com with any questions.
A restocking fee between 15%-30% will also be incurred and varies from supplier to supplier. We are charged this fee so unfortunately; we have to pass this fee onto you. Return condition must be in the original packaging/crating from the factory. If the return is not shipped in the original packaging/crating a refund will NOT be given. No exceptions.
If your return is because of our error, you will of course not responsible for the shipping costs.
As these items are heavy and generally expensive to ship, we ask that you please measure to make sure the item you are purchasing will fit in your designated space and that you have the ability to move the item after curbside delivery to its designated area.
Refunds will only be issued to the original credit card that you used when placing your order.
If you received COMPLIMENTARY BONUS ITEMS with your purchase, you will be refunded the order amount, minus return shipping, minus the bonus item cost.

Damages:

Please carefully inspect the packaging of your item when it arrives. If there is any immediately noticeable damage, you must make note of it when signing for delivery.
If there are any products damaged upon arrival, you can file a warranty claim to get replacement parts for anything that's damaged - we will help you with that.
If the carton arrives with the contents exposed/visible, REFUSE SHIPMENT, sign the carrier's paperwork and write "Carton damaged and refused" on it. Please Notify Patio Sanctuary immediately. We will work with the freight company to have it returned and another unit shipped out ASAP.
On the rare occasion the delivery/freight company damages your item, please write "damaged" when signing the driver's bill and please send photos to support@patiosanctuary.com and we will process an insurance claim on your behalf. Customer service and your satisfaction is of the utmost importance to us so every effort will be made to correct the situation.

Exchanges/Returns

Cancellations/Refunds/Returns:

We allow you to return all new, unused items in their original packaging within 30 days of delivery for a refund MINUS the original AND return shipping costs incurred by Patio Sanctuary. Please contact us and NOT the manufacturer to get your return started.

If your return is because of our error, you will of course not responsible for the shipping costs.

As these items are heavy and generally expensive to ship, we ask that you please measure to make sure the item you are purchasing will fit in your designated space and that you have the ability to move the item after curbside delivery to its designated area.

Refunds will only be issued to the original credit card that you used when placing your order.

If you received COMPLIMENTARY BONUS ITEMS with your purchase, you will be refunded the order amount, minus return shipping, minus the bonus item cost.

Damages:

Please carefully inspect the packaging of your item when it arrives. If there is any immediately noticeable damage, you must make note of it when signing for delivery.

If there are any products damaged upon arrival, you can file a warranty claim to get replacement parts for anything that's damaged - we will help you with that.

If the carton arrives with the contents exposed/visible, REFUSE SHIPMENT, sign the carrier's paperwork and write "Carton damaged and refused" on it. Please Notify Patio Sanctuary immediately. We will work with the freight company to have it returned and another unit shipped out ASAP.