Return/Exchange Policy and Warranty

PatioHQ Return/Exchange Policy

All return and replacements requests should be made within 7 days of the order delivery. Also, if there is any issue with your order from our side, we will send a replacement as a priority.

How to Start a Return

Once we receive and inspect the returned item at our warehouse, we will issue a refund for the purchase price minus the restocking fee. We will also refund applicable taxes in line with state and local regulations.

However, we do not refund shipping fees unless the item arrives damaged or defective.

Canceling a Return

Made-to-order cushions cannot be canceled once the order is placed. However, standard cushion orders may be canceled prior to shipping.

Additionally, if an order is canceled after it has been shipped, a 10% restocking fee will apply. In this case, we recommend that customers refuse delivery. Once the items are returned to our warehouse, a refund (excluding the restocking fee) will be issued according to our standard return process.

Refused Deliveries

If you refuse delivery, we won’t refund the shipping charges, and the restocking fee will still apply. You are also responsible for any return shipping costs we incur.

For personalized or non-refundable items, refusing delivery does not entitle you to a refund or credit. If you refuse delivery, you must pay any return fees. Also, we will hold the item until your complete payment for reshipment. However, if we don’t receive the payment within 30 days of the first delivery attempt, we will consider the item forfeited.

Product Returns/Exchanges

• Standard Cushions

You may return or exchange non-custom cushions within 21 days of delivery. We charge a 10% restocking fee for these items. To qualify, ensure products are unused, in resalable condition, and arrive at our warehouse within the return window. You must notify us before initiating a return.

• Custom Cushions and Fabrics

Once you place an order for a custom cushion, we immediately begin production based on your exact specifications. This includes:

• Furniture with cushions
• Items made with Sunbrella fabric
• Replacement cushions
• Throw pillows
• Products with custom sizes or non–quick ship fabrics

We do not allow cancellations, modifications, returns, or refunds for custom items. You must pay in full at the time of purchase.

• General Returns

You may return furniture, fire tables, umbrellas, and other accessories within 21 days of delivery. These items must be unused and in resalable condition. We do apply a 10% restocking fee. However, you must notify us before shipping any return.

• Outlet/Clearance Returns

We do not accept returns or exchanges for outlet or clearance items, as they are discontinued and no longer restocked.

• Products on Sale

You may return sale items according to our standard return policy.

• Customer Responsibility & Expectations

We build each product based on the details you provide. If you're unsure about a fabric’s appearance, we strongly recommend ordering paid samples or smaller size fabric before placing your order. Keep in mind that screen settings may affect how colors and textures appear. Also, fabric samples are non-refundable.

We do our best to meet your expectations, but we are not responsible for dissatisfaction based on subjective preferences such as:

• Color or texture differences due to screen display.
• Comfort level, material feel, or cushion thickness (when built to your provided specs).
• Cushion or pillow design features like tie placements, seams, zippers, or tags.
• Products made to the exact dimensions you submitted, even if they don’t suit your space.
• Measurement errors due to not following PatioHQ’s measuring guides.
• We will rework or replace cushions if the finished dimensions differ by more than two inches from the specifications you provided or those displayed on our website.

Size Tolerances for Cushions

Due to natural material and fabrication variations, minor differences in sizes may occur. We fabricate cushions and pillows by ±1 inch.

Limited Warranty:

• Frame: 5 Years
• Wicker: 3 Years
• Seating: 3 Years
• Suspensions: 2 years
• Cushion Seams: 1 year
• Foam/Filler: 6 months

Outlet products follow our standard policy. However, if discontinued, replacement options may be limited.

Sunbrella Fabric: Covered by a separate 5-year limited warranty for fading, mildew, and weather-related wear. This warranty applies only to the fabric and excludes:

• Improper use or installation
• Cleaning costs
• Labor or shipping fees

To file a Sunbrella claim, submit a sample and proof of purchase.

Repairs/Replacements

Many of our products are handmade or crafted from natural materials. Variations such as knots in wood, rough or uneven surfaces, color differences, natural stone imperfections, wicker weaving irregularities, minor cracks, repairs, or surface blemishes are expected and not considered defects.

We reserve the right to determine whether an issue qualifies as a defect or as a natural characteristic of the product. If you request a replacement based on aesthetic preferences, we allow exchanges only. You are responsible for all shipping costs related to returns and replacements.

Warranty Exclusions

We do not cover:
(a) Normal wear and tear
(b) Damage or defects resulting from accidents, alterations, abuse, misuse, drops, natural disasters, neglect, or lack of proper maintenance
(c) Floor samples (unless structurally defective; cosmetic imperfections such as nicks, dents, scratches, and flaws from daily use or assembly/disassembly are excluded)
(d) Pre-owned products (unless otherwise stated)
(e) Residential products used in commercial or institutional settings

Our liability does not exceed your original purchase price. We do not extend any warranties beyond those stated in this policy.

We must receive warranty claims within one year of the issue arising. To initiate a claim, submit a damaged item support request.