Return policy AND WArranty
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 for frames plus return shipping charges. 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.
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 contact us 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 for any reason other than a manufacturing defect or concealed damage, you will be responsible for shipping the product back to us plus a 10% restocking fee for frames will apply. Please contact support@patoHQ.com within 24-hours of receipt to report any product damage.
Missing a Scheduled Delivery: PatioHQ 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. If a shipment has to be returned because the customer missed a scheduled appointment than a 10% restocking fee, return shipping charges and storage fees will apply.
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.
Our warranty does not apply to: (a) normal wear and tear; (b) defects or damage due to accident, alteration, abuse, misuse, dropping, natural disaster, neglect, or failure to provide reasonable and necessary maintenance; (c) floor samples (unless proven structurally defective, the definition of which does not include nicks, dents, scratches, gouges and flaws resulting from daily wear and tear due to being a floor sample or resulting from disassembly and reassembly of the floor sample), pre-owned products (other than as expressly set forth herein) and non-commercial products used in an institutional or commercial setting.
Damages exceeding the cost of the furniture, or product. PatioHQ makes no warranty, express or implied (including any implied warranty of merchantability or fitness for a particular purpose) other than those expressly set out in this Warranty. Oral or written statements made by PatioHQ distributors, agents, or sales representatives that are inconsistent with this Warranty are not certified by PatioHQ and have no force or effect. No action arising out of any claimed breach of warranty may be brought more than one (1) year after the cause of action has accrued.
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.
There are no returns or exchanges, they are high quality products but are no longer manufactured or carried at PatioHQ.
Cushions: As stated below, custom cushions cannot be returned, refunded or exchanged. Our standard sized cushions have a 10% 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 7 days of the original date of delivery and less the 10% restocking fee.
Custom Orders and All Cushions and 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.
PatioHQ 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.
PatioHQ 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.
PatioHQ 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.
PatioHQ is not responsible for cushions the customer thinks are the wrong size because they are measuring differently than our website instructs – customer must measure as directed by PatioHQ .
PatioHQ is not responsible for cushions the customer thinks are too thin or too thick even though they are made correctly based on the dimensions provided by the customer.
PatioHQ is not responsible for cushions the customer does not like due to the standard placement of fabric ties, seams, zippers, PatioHQ and/or law tags.
PatioHQ is not responsible for cushions the customer thinks are not comfortable enough or does not like for some other subjective reason.
PatioHQ is responsible for reworking or replacing cushions when the dimensions vary more than two inches from the dimensions provided by the customer or displayed on our website.
Cushion/Pillow Size 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:
Waterfall edge seat cushions have a 1/2 inch size tolerance for both width and depth dimensions.
Boxed edge seat cushions have a 1/2 inch size tolerance for both width and depth dimensions.
Bench Cushions (under 60 inches wide)
Waterfall edge bench cushions have a 1 inch size tolerance for both width and depth dimensions.
Boxed edge bench cushions have a 1/2 inch size tolerance for both width and depth dimensions.
Bench Cushions (60 inches wide or more)
Waterfall edge bench cushions have a 1-1/2 inch size tolerance for both width and depth dimensions.
Boxed edge bench cushions have a 1 inch size tolerance for both width and depth dimensions.
Hinged Chair Cushions (without tufting)
Waterfall edge chair cushions have a 1 inch size tolerance for width, seat and back dimensions.
Boxed edge chair cushions have a 1/2 inch size tolerance for width, seat and back dimensions.
Hinged Chair Cushions (with tufting)
Waterfall edge chair cushions have a 1-1/2 inch size tolerance for width, seat and back dimensions.
Boxed edge chair cushions have a 1 inch size tolerance for width, seat and back dimensions.
Hinged Chaise Cushions (without tufting)
Waterfall edge chaise cushions have a 1 inch size tolerance for width, seat and back dimensions.
Boxed edge chaise cushions have a 1/2 inch size tolerance for width, seat and back dimensions.
Hinged Chaise Cushions (with tufting)
Waterfall edge chaise cushions have a 1-1/2 inch size tolerance for width, seat and back dimensions.
Boxed edge chaise cushions have a 1 inch size tolerance for width, seat and back dimensions.
Ottoman Cushions (without tufting)
Waterfall edge ottoman cushions have a 1 inch size tolerance for width and depth dimensions.
Boxed edge ottoman cushions have a 1/2 inch size tolerance for width and depth dimensions.
Ottoman Cushions (with tufting)
Waterfall edge ottoman cushions have a 1-1/2 inch size tolerance for width and depth dimensions.
Boxed edge ottoman cushions have a 1 inch size tolerance for width and depth dimensions.
Deep Seating Chair & Chaise Cushions
Waterfall edge deep seating cushions have a 1 inch size tolerance for width and depth dimensions on both seat and back pads.
Boxed edge deep seating cushions have a 1/2 inch size tolerance for width and depth dimensions on both seat and back pads.
Both boxed edge and waterfall edge cushions have a 1-½ inch size tolerance on thickness.
Single & Double Welt Trimming
Please note that selecting single or double welt trimming for your cushion may add up to 1/4 inch to the dimensions on each side of the cushion.
Square or rectangular throw pillows have a 2 inch size tolerance for both width and height dimensions.
Cylindrical bolster pillows have a 1-1/2 inch size tolerance for both width and diameter dimensions.
Back Cushions might be less than their stated height due to compression and once filled with poly fiber, the height and width could be less than the measurements order.
Frame: 5 Years
Wicker: 3 Years
Seating: 3 Years
Cushion Seams: 6 Months
Outlet products are covered but if something is discontinued and needs a replacement, that won’t occur so in that respect the coverage would be different.
Sunbrella Fabrics – Sunbrella Furniture Fabrics in our collection carry a separate 5 year limited warranty which protects against Sunbrella fabric becoming unserviceable due to color or strength loss from normal usage and exposure conditions including sunlight, mildew and atmospheric chemicals. This warranty is for Sunbrella fabrics only and does not cover normal care and cleaning, damage from misuse or abuse, improper installation or costs associated with fabric replacement, including labor and installation. This warranty is only valid if a sample of the fabric and a copy of the receipt are submitted for the item purchased.