Returning Merchandise
Please note that proof of purchase is required for a refund. You can return eligible items within 7 days of receipt with a 10% restocking fee.  Please contact us at support@patioHQ.com prior to any return.  Our customer service team can assist with shipping arrangements.  Upon return, your item will be inspected, and a refund will be issued for the purchase price less the applicable restocking fee. Any taxes charged will be refunded in accordance with state and local laws. Shipping charges are non-refundable with the exception of damaged or defective merchandise. Return shipping in addition to the restocking fees will apply. 

Should you decide to cancel a return and keep the item after a refund was issued, we reserve the right to charge your credit card in the amount of the refund issued. If an order is refused, shipping charges are non refundable and all restocking fees will still apply. If a customer refuses a package, they will be charged for any charges we incur in having the packages returned to us. If a customer refuses a personalized non-refundable item, they cannot receive any credits by simply refusing the delivery, and they will incur an additional charge for any return fees we incur after the package is refused. The refused package shall remain in the possession of PatioHQ until such time as the customer remits payment for us to send the item(s) again. If payment is not received within 30 days of the first failed delivery, then the item is forfeited.

Please create a return support ticket to initiate the return process. 

Freight Delivery and damage inspection (Common Carrier)
It is important that any common carrier shipment with visible damage to the packaging be refused for delivery, or alternatively that the damage is noted with the carrier at the time of delivery.  Please note, if you authorize the freight company to leave freight without a signature, we cannot be held responsible held for any damages or missing pieces.  Leaving a note is the same as signing for your products in good condition.  Should you accept delivery and choose to return your item at a later date for any reason other than a manufacturing defect or concealed damage, shipping and handling fees are non-refundable and a minimum return pick-up fee of $100 or up to 10% of the order value (up to a maximum of $250) will apply. Please contact support@patoHQ.com within 24-hours of receipt to report any product damage.

Repairs/Replacement
Please note that some items sold by PatioHQ are specialty, and hand-made, one of a kind products. Some products may have imperfections such as knots in wood, rough surfaces, color variation, natural stone imperfection or other materials, variations in wicker weaving, minor cracks, repairs, or blemishes that are not considered defects, but are part of the hand-made nature of the product. These imperfections are not considered manufacturers defects and determining the difference between a defect and an “expected imperfection” will be determined solely by PatioHQ staff. If you do not like the imperfections present on the particular piece(s) you receive and would like a replacement in order to attempt to receive a product more to your personal liking, exchanges can be made. The customer will be responsible for return shipping costs as well as the cost of shipping the new item.

Please create a damaged ticket support request to notify us of damage to your order.

Healthcare PPE Products
There are no returns/refunds/exchanges accepted for Face Masks and Nurse Gowns.

Cushions: As stated below, custom cushions cannot be returned, refunded or exchanged. Our standard sized cushions have a 25% restocking fee. If, for whatever reason, you are not completely satisfied with your purchase of a non-custom product (one not made to your specific dimensions and fabric choice), you may return UNUSED, RESALABLE, products to us for a refund, exchange, or company credit, provided you notify us and we receive the item back in our warehouse within 12 days of the original date of delivery. A 25% restocking fee applies.

Outlet/Clearance Returns
There are none, those are sold as-is.

Custom Orders and Cushion Fabrics
Custom orders for made-to-order cushions begin production immediately upon order and are built to your specifications. Furniture components with cushions and Sunbrella fabric, replacement cushions and throw pillows as well with special sizes and/or non quick ship fabrics. These orders cannot be cancelled, changed, returned or refunded at any time. Full payment is due when the order is placed.

Disclaimer: PHQ is not responsible for any additional shipping or storage fees resulting from the customer being unreachable to schedule a delivery using the contact information submitted to us or the customer being unavailable for a scheduled delivery.

PHQ is not responsible for cushions the customer does not like because the fabric color or texture does not match the color on their computer monitor. In the event you are not sure of the color of the fabric as it is displayed on your screen, we encourage you to order fabric samples before ordering. Fabric samples are nonrefundable.

PHQ is not responsible in any way for products that were made correctly according to the information supplied by the customer that a customer is unhappy with for subjective reasons such as comfort level, material comfort or color preference.

PHQ is not responsible for products that were made correctly based on the dimensions supplied by the customer, in accordance with our measuring guides, and have finished dimensions that fall within the following tolerances.

Tolerances:

We make all efforts to complete your projects to your specifications. There are some instances with material shrinkage and/or stretch during the fabricating, sewing and/or repair process that are out of our control.
Therefore we will fabricate, sew or repair your product within the following tolerances:

  • Cushions and Pillows dimensions will be within 1/2 inch of the dimensions specified by the customer.
  • All other product types will be within 1 inch to 1/2 inch of the dimensions specified by the customer.

 

PHQ is responsible for reworking or replacing cushions when the dimensions vary more than two inches from the dimensions provided by the customer.

Warranty (non-outlet products):
Frame: 7 Years
Wicker: 3 Years
Seating: 3 Years
Cushion Seams: 1 Year