Returns
>Q: What's the guy's name on first base?
We know it can be hard to determine if something is the right fit from a few pictures online, that's why we're happy to take returns on most orders. Below you will find the steps to our returns process, along with frequently asked questions.
If you are ready to initiate your return request, click here.
If you received damaged product, visit our replacement policy page. Click here to Request a Replacement.
Step 1
You first need to file a return request here or login to your account and go to the "My Orders" section. After filing your request, we will provide you with instructions via email. In many cases, instructions will be sent within 24 hours, but some brands may take up to 5 business days to issue the RGA (return authorization) number, and then we will email you the return instructions.
Once you receive an RGA number, you will be responsible for shipping fees back to us and may be subject to a restocking fee up to 50% of the original cost. If your brand qualifies for ‘No Restocking Fees’, (Please see list of brands included in the FAQ Below), you will only be responsible for the return shipping fees.
Step 2
After reviewing the instructions provided to you, prepare your products for shipment by making sure the merchandise is in its original packaging. Products that have been installed or altered are not eligible for return. Please read the conditions list below for further details.
Step 3
Once your product is ready for shipment, you can take it to a local carrier facility and drop it off if using one of our labels (usually FedEx). If shipping the item back yourself, we require a trackable method (UPS or FedEx). Please ensure that the "RGA" number provided with the instructions is on the return label (please do not write on the actual box). Please provide us with the tracking number of the shipment using this form OR use our Customer Helpdesk
Step 4
Once the merchandise is received back at the warehouse, it will be inspected. Upon inspection approval, you will be refunded and notified via email. We estimate credit will be issued within 5-10 business days from the day the item is received back.
Important: To ensure a full refund, please make sure the following conditions are met.
- You must submit a return request to Patio Products USA within 30 days of receiving the product. All return requests after 30 days will be denied and closed.
- All merchandise that is returned must have an RGA number.
- Merchandise must be in its original carton, including all packaging materials and accessories, and have no markings or writing on box.
- Merchandise must not have been installed or altered in any way, including cutting or clipping wires.
- No returns will be accepted for any large quantity orders, custom products and special orders, or large project quotes.
- No credit will be issued for any shipping costs (including expedited shipping fees or shipping charges to Alaska or Hawaii).
- We will not be held responsible for any labor costs, which occur as the result of the installation of wrong or defective parts.
- No returns will be allowed for clearance or closeout products, except for damaged or defective shipments.
- Returns made outside of this stated policy may be subject to shipping and restocking fees depending on the situation.
- No returns on bulb or part orders.
- Heaters
- Infratech controls are custom and are non-returnable.
- Infratech custom built panels will incur a 25% restocking fee with re-order of a new panel (panels include: Main Control Panel, Relay Universal Panel and Home Management Panel).
- Any powder coated unit is made to order and are non-returnable. Call to confirm.
- Umbrellas
- Most Galtech International Sunbrella fabrics are non-returnable. Only ‘Quick Ship’ fabrics can be returned.
- All FIM umbrellas are non-returnable. Call to confirm.
- Canopy Only orders cannot be returned
- Custom shade sails are non-returnable
- Most Galtech International Sunbrella fabrics are non-returnable. Only ‘Quick Ship’ fabrics can be returned.
- All FIM umbrellas are non-returnable. Call to confirm.
- Canopy Only orders cannot be returned
- Grills must be new and in original packaging. Must not be altered in any way. Customer will always be responsible for return shipping and up to a 50% restocking fee may apply if item arrives damaged.
- Our Free Returns Program is not offered on orders shipped via Freight Truck or orders shipped to Hawaii, Alaska, or Canada.
- California Umbrella
- Classic Accessories
- Galtech International
- Solaira
- Coolaroo
- Sunglo
- Fire Sense
- Heatstrip
Yes, brands that are not included in our Free Return Program will be subject to a restocking fee up to 50% of the original cost
All purchased, refunds and credits for products on this site are shown and charged in U.S dollars. Your bank will make all necessary conversions based on the exchange rate at the time of the transaction. We are not responsible for any additional charges or timing differences that your bank may charge you for the transactions, refunds or credits. If you have any questions about your exchange rate or credit card fees please contact your credit card company or bank for more details. Customer is responsible for all return shipping fees.
An RGA (Returned Goods Authorization) number is simply a way for us to track return transactions. When you request a return, we will process your request and issue an RGA number with your return instructions. This information will be sent to you by email. No returns will be accepted without an RGA number.
We require an RGA# on ALL returns. The RGA # helps identify a package once it is returned. If you return a product without an RGA#, we cannot issue a credit as we will not be able to identify it to a specific order or request.
If your original order is older than 90 days, we will have to issue a refund via check. All check refunds will be sent to the same billing address provided on the order, and are typically issued within 14 days of final approval of the return.
We recommend never to refuse a shipment. If something is returned to the warehouse that is not expected, it may not be allocated properly or tied back to your order.
If you refused your shipment, it can take 2-4 weeks to receive credit, if the warehouse finds the item, and it's not damaged. If the item is not located or it's received damaged, credit will be denied. A restocking fee of 25% may apply to any refused shipment.
We highly recommend that you not file a charge back with your credit card company during the return process. Keep in mind that the returns process can take up to 14 business days to complete. If a charge-back is requested, the refund process will cease, and we will not be able to issue you a return refund until the charge-back process is completed, which can take up to 180 business days to be finalized.
Commercial/Contractor/Large Job orders over $3,500 will be subject to a 50% restocking fee if returned for any reason other than manufacturing defect. We recommend ordering a sample product prior to placing your main order if you are unfamiliar with the product or need client/customer approval. We reserve the right to change or modify this clause on a case by case basis.
If you return or cancel an item that you purchased with a gift certificate, credit will be refunded back to that same gift certificate. The gift certificate may then be used to make a future purchase with us. We are unable to issue a check for credit on purchases made with a gift card for balances OVER $10.00 USD.