The Platinum Product Promise

Four commitments that do not expire when the warranty does.

The Patio Experience  |  Effective Date: April 23, 2026  |  Version 7

The Right Product Guarantee (the “Platinum Product Promise”) is a limited warranty offered by Patio Experience LLC. The full text of this limited warranty is available on this page and is provided to you prior to purchase. This limited warranty is in addition to, and does not replace, any manufacturer warranty applicable to your product. State and federal consumer-protection rights are not waived.

When you buy a grill from The Patio Experience, you receive four commitments, at no cost to you, that do not expire when the manufacturer's warranty does.

Important: We Are a Retailer, Not a Contractor

Customer Responsibilities Before Installation and Use

These commitments are paired with several responsibilities that rest with you, the customer, before and during installation and use of any product. The Patio Experience cannot perform, supervise, or take responsibility for any of the items below.

Gas service and electrical service

Confirming that your home's gas line size, gas pressure, BTU capacity, electrical circuits, breakers, and outlets meet the manufacturer's specifications for any product you purchase is the customer's responsibility. Underperformance, failure, or damage caused by undersized or out-of-spec gas or electrical service is not covered by the Platinum Product Promise or the Right Product Guarantee, and may void the manufacturer's warranty.

Ventilation

Gas grills, particularly under covered structures, pergolas, gazebos, and outdoor kitchens, require ventilation per the manufacturer's specifications. Improper ventilation can damage the product, create a fire or carbon-monoxide hazard, and void the manufacturer's warranty. The Patio Experience does not perform ventilation work. Confirming that your installation site meets the manufacturer's ventilation specifications is the customer's responsibility.

Anything that voids the manufacturer's warranty

Any condition or event that voids the manufacturer's warranty also voids the Platinum Product Promise as to the affected product. Common warranty-voiding events include improper installation, unauthorized modification, use of non-OEM parts, use of unapproved fuel, failure to follow maintenance instructions, and use in a manner inconsistent with the product's intended purpose.

Quizzes, ebooks, and other informational tools

Online tools we make available - including quizzes, configurators, ebooks, comparison guides, and similar informational resources - are provided for general educational and exploratory purposes only. They are not a Patio Experience Expert consultation and do not constitute a personalized recommendation. The Right Product Guarantee in Pillar 02 requires that you have worked with a Patio Experience Expert and received a personalized recommendation; outputs from quizzes or other informational tools, by themselves, do not satisfy that requirement.

Improper installation

Improper installation - including failure to follow the manufacturer's installation instructions, improper assembly, improper venting, improper gas or electrical connection, and use of installers who are not qualified or licensed where required - voids the Platinum Product Promise as to the affected product and may void the manufacturer's warranty.

Permits, licensed trade professionals, and inspections

Many states, counties, and municipalities require permits, licensed trade professionals, and post-installation inspections for gas-line, electrical, structural, and similar work. Compliance with all applicable permitting, licensing, and inspection requirements is the customer's responsibility. Failure to obtain a required permit, use of an unlicensed contractor where state or local law requires a licensed one, or skipping a required inspection, voids the Platinum Product Promise as to the affected product and may void the manufacturer's warranty. Local code is paramount; consult your authority having jurisdiction.

01. Free Expert Consultation

Thirty (30) minutes with someone who has cooked on the brand you are considering and has built outdoor kitchens with it around the country. You leave with a recommendation regardless of whether we work together.

What is included

•        Duration - up to thirty (30) minutes, by phone or video, scheduled at your convenience during business hours.

•        Qualifications of the consultant - firsthand cooking experience with the brand you are considering, and build-out experience with that brand in outdoor kitchens across the country.

•        Deliverable - a written or verbal recommendation. You keep the recommendation whether or not you purchase from us.

Conditions

Consultation scheduling is subject to availability. We will make reasonable efforts to match you with a consultant who has the specific brand and build experience; if we cannot match exactly, we will disclose that before the consultation and you can choose to proceed, reschedule, or decline.

02. The Right Product, Guaranteed

If you choose to work with us and the grill does not match your specifications, cooking style, or climate requirements, we make it right. No restocking or return freight games.*

When the Right Product Guarantee applies

All seven of the following conditions must be satisfied for a claim to qualify under this Guarantee:

•        1. Consultation occurred. You worked with a Patio Experience Expert on product selection before your purchase.

•        2. Recommendation followed. You purchased the product we recommended. A purchase made against our recommendation, a purchase of a different model than we recommended, or a purchase made without a prior consultation is not eligible under this Guarantee.

•        3. Requirements provided in writing, before purchase. The specifications, cooking style, and climate requirements against which the product is evaluated must have been provided by you to The Patio Experience in writing (email, text, form submission, or signed quote) before you placed your order. Requirements communicated only verbally, or provided after purchase, are not eligible under this Guarantee.

•        4. Physical fit only if we built or supplied the structure. If your claim is that the grill does not physically fit the structure housing it, this Guarantee applies only if The Patio Experience built or supplied that structure. If you, your contractor, your mason, or any other party built or supplied the structure, physical-fit is not covered.

•        5. User error and user preference are excluded. Claims based on operation, assembly, fuel supply, user technique, or preference that develops with use are not covered under this Guarantee. For example, if you purchased a grill we recommended that is capable of searing steaks and you have not been able to produce the sear you wanted, that is an operational matter handled under our Lifetime Support pillar, not a Right Product claim.

•        6. Unopened, uninstalled, unused, original packaging. The product must not have been opened, installed, or used, and must remain in the manufacturer's original packaging with all original documentation and accessories. This is the footnote to the marketing page, reproduced verbatim: *Right Product Guarantee: As long as the grill has not been opened, installed, or used, and still in the manufacturer's original packaging.

•        7. Notice within thirty (30) days. You must notify The Patio Experience in writing of the claim within thirty (30) days of delivery, at sales@thepatioexperience.com or the mailing address in our Contact section.

What "we make it right" means

When all seven conditions above are satisfied, at your election The Patio Experience will either:

•        (i) Exchange - exchange the grill for a different model we carry, with any difference in price refunded or paid; or

•        (ii) Refund - refund the full purchase price, including original shipping.

In either case, The Patio Experience pays return freight and absorbs any manufacturer restocking fee. You are not charged restocking or return freight.

Claims that do not qualify

Claims that fail one or more of the seven conditions above are not covered under this Right Product Guarantee. Those situations are handled under our Lifetime Support pillar (troubleshooting, parts sourcing, manufacturer advocacy) and our Refund Policy. Additional exclusions:

•        Buyer's remorse or preference change not tied to a written pre-purchase requirement.

•        Misuse, abuse, improper fuel, improper installation, or modifications.

•        Products outside the manufacturer's original packaging or missing documentation.

•        Products purchased from any party other than The Patio Experience.

•        Custom-configured or built-to-order products, unless we separately confirm eligibility in writing at the time of sale.

•        Commercial, institutional, or resale purchases, unless separately agreed in writing.

03. Free Insured Delivery

Palletized, wrapped, liftgate service, for residential addresses, during a scheduled delivery window. A seamless handoff from dock to your door. With delivery insurance included.*

What is included

•        Palletized and wrapped - every qualifying freight grill ships on a pallet with protective wrap.

•        Liftgate for freight shipments - included at no additional charge for residential addresses served by LTL freight carriers. Liftgate is the standard method by which a freight grill comes off the truck; there is no other way to get a freight grill off a standard LTL truck without it. Smaller accessories and items that ship via parcel carriers (FedEx, UPS, USPS) do not require liftgate and are delivered by the parcel carrier.

•        Scheduled delivery window - for freight shipments, the carrier will contact you in advance to schedule a window; you are expected to be present.

•        Curbside handoff - delivery is to the nearest accessible curbside at your residential address. On-site placement, installation, assembly, packaging removal, and white-glove service are not included.

•        Delivery insurance - when The Patio Experience ships a product directly, we typically purchase freight insurance covering loss or damage in transit up to the product's purchase price. When a product ships directly from one of our manufacturers or distributors, the carrier's standard freight coverage applies, which may have per-pound limits that are lower than purchase price. In either case, the inspection requirement below governs whether a damage claim is preserved.

Customer inspection requirement

You are responsible for inspecting the shipment thoroughly before signing the carrier's delivery receipt (bill of lading) and before the delivery driver leaves. This is the single most important step in preserving your right to a damage claim. Any visible damage to the product, the pallet, the wrap, or the packaging must be (a) noted on the delivery receipt at the time of delivery, (b) photographed, and (c) communicated to The Patio Experience by phone, email, or chat immediately. If damage is so material that the product is unusable, you may refuse the shipment; refusing is the cleanest remedy. Damage claims that are not noted on the delivery receipt at the time of delivery may not be recoverable from the carrier or the insurer, and may not be honored under this Promise.

Conditions

Footnote from marketing page, preserved verbatim: Free Insured Delivery: Where available.

Additional conditions: (a) liftgate and scheduled delivery are available at residential addresses served by LTL freight carriers; commercial, rural, or remote addresses may require alternative arrangements and additional charges, which we will disclose before you finalize your order; (b) Alaska, Hawaii, and U.S. territories may require a surcharge, which we will disclose before order finalization; (c) on-site installation, assembly, and disposal of packaging are not included.

04. Lifetime Support

Setup help, parts sourcing, troubleshooting, and manufacturer advocacy. For as long as you own the grill, we are dedicated to being your partner.

What is included

•        Setup help - guidance on initial setup, startup procedures, and first-use calibration by phone or email during business hours.

•        Parts sourcing - assistance identifying, locating, and ordering replacement parts through the manufacturer.

•        Troubleshooting - phone and email support to diagnose issues and determine whether a warranty claim, a parts replacement, or a service visit is needed.

•        Manufacturer advocacy - we act as your liaison with the manufacturer on warranty claims, including opening the ticket, coordinating documentation, and following up on resolution.

Term and conditions

This support is provided for as long as you own the grill and The Patio Experience remains in business. Support does not include free replacement parts, free labor, or free repairs unless covered by the manufacturer's warranty or a separately purchased service plan. Our role on warranty claims is advocacy and coordination; the manufacturer remains the party responsible for honoring the warranty.

Footnotes

Reproduced from the marketing page verbatim, for continuity:

*Right Product Guarantee: As long as the grill has not been opened, installed, or used, and still in the manufacturer's original packaging. Free Insured Delivery: Where available.

What the Platinum Product Promise Does Not Cover

The Platinum Product Promise does not modify or replace the manufacturer's warranty. Defect, material, and workmanship issues are handled through the manufacturer's warranty. The Promise also does not cover:

•        Products damaged after delivery, including damage from weather, misuse, improper installation, improper fuel, or modifications.

•        Products purchased from any party other than The Patio Experience.

•        Products outside the grill category (for full terms on non-grill products, see our Refund Policy).

•        Custom, built-to-order, or special-configured products, except as we separately confirm in writing at the time of sale.

•        Commercial, institutional, or resale purchases, unless separately agreed in writing.

•        Acts of God, governmental actions, or other events outside our reasonable control (see the Force Majeure clause in our Terms of Service).

Related Policies

•        Refund Policy - thepatioexperience.com/policies/refund-policy

•        Shipping Policy - thepatioexperience.com/policies/shipping-policy

•        Terms of Service - thepatioexperience.com/policies/terms-of-service

•        Privacy Policy - thepatioexperience.com/policies/privacy-policy

•        Accessibility Statement - thepatioexperience.com/pages/accessibility

Changes to the Platinum Product Promise

We may modify, suspend, or discontinue any element of the Platinum Product Promise at any time by posting updated terms on this page. Purchases completed before the effective date of any change will remain governed by the terms in effect at the time of purchase, provided the customer submits a qualifying claim within the applicable window stated on this page. No oral or written statement by any employee, agent, or third party creates additional rights beyond this page, our related policies, or a written commitment signed by an authorized officer of Patio Experience, LLC.

Contact

Patio Experience, LLC

19801 N 59th Ave., #10463, Glendale, AZ 85318

Phone: (833) 837-2846  |  Email: sales@thepatioexperience.com