Platinum Product Promise – Details & Conditions

 

We believe in keeping things simple and fair. Here's what you need to know:

 

30-Day Model Upgrade Option*

  • Available on most built-in and freestanding grills.

  • Your original purchase amount will be applied in full toward a different model if:

    • The product is unused.

    • It’s still in the original packaging.

    • It’s returned within 30 days of delivery.

  • Return shipping is the customer’s responsibility unless we recommended a model that turns out to be the wrong fit based on the information you provided.

 

Shipping & Delivery

  • Most products ship within 1–3 business days.

  • All shipments are eligible for liftgate service and scheduled delivery, depending on your needs - at no additional cost.

  • Full insurance is included while in transit.

  • Please inspect your delivery upon arrival and let us know right away if anything’s off — we’ll handle it fast.

 

Lifetime Product Support

  • Support is always available to our customers, for as long as you own your product.

  • We’ll help with product setup, replacement parts, accessory advice, and general guidance — even years after your purchase.

 

Warranty & Issue Resolution

  • We work directly with most manufacturers to help resolve warranty issues quickly and fairly.

  • If a problem comes up, let us know first — we’ll help walk you through it and advocate on your behalf.

 

Need clarity before you buy?

Just ask — we’ll walk you through exactly how it works based on your model, location, and goals. No pressure. No fine print games.

 

Changes and Modifications

The Patio Experience reserves the right to modify, suspend, or discontinue the $5,000 Guarantee at any time without prior notice. However, any purchases made under the guarantee before such changes will remain eligible under the terms that were in effect at the time of purchase.

 

Contact Information

For questions about the Platinum Product Promise or to initiate a return, please contact our Customer Success Team here. You can also call us at (833) 837-2846 or email us at sales@thepatioexperience.com to connect with your Patio Experience Expert directly.