Please note that proof of purchase is required for a refund. You can return eligible items within 7 days of receipt with a 20% restocking fee. Please contact us at support@patioHQ.com prior to any return. Our customer service team will 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 may apply.
Please click here to initiate the return process.
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.
Healthcare PPE Products
There are no returns/refunds/exchanges accepted for Face Masks and Nurse Gowns.
35% restocking fee.
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.
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 click here to notify us of damage to your order.
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 1 inch tolerances.
PHQ is responsible for reworking or replacing cushions when the dimensions vary more than one inch from the dimensions provided by the customer.
Warranty (non-outlet products):
Frame: 7 Years
Wicker: 3 Years
Seating: 3 Years
Cushion Seams: 1 Year