Refund Policy

The Patio Experience  |  Effective Date: April 23, 2026  |  Version 2

At The Patio Experience, we curate only the finest outdoor living products. Your satisfaction is paramount, and this Refund Policy reflects the level of service you expect.

1. Platinum Product Promise Takes Precedence

If your claim qualifies under the Right Product Guarantee in our Platinum Product Promise, that Guarantee governs. Under the Right Product Guarantee, when all seven conditions are satisfied, The Patio Experience pays return freight, absorbs any manufacturer restocking fee, and offers, at your election, an exchange or a full refund including original shipping. See the Platinum Product Promise for the full terms and the seven conditions that must be met. For all other returns, this Refund Policy applies.

2. Standard Returns

To maintain the integrity of our offerings, returns must meet all of the following criteria.

2.1 Eligibility

•        Items must be unused, unassembled, uninstalled, and in their original manufacturer packaging, with all documentation and components included.

•        Return requests must be initiated within thirty (30) days of delivery.

•        A Return Authorization from The Patio Experience must be received before shipping any item back.

2.2 Items Not Eligible for Return

•        Used or installed pieces, including any gas appliance connected to a fuel source.

•        Clearance items, Open-Box items, and bespoke or made-to-order selections.

•        Custom-configured outdoor kitchen islands or any component of a custom island after the design has been approved and production has begun.

•        Items with removed UL, safety, or serial-number labels.

•        Items that have been modified in any way from their original condition.

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

•        Items designated as non-returnable in the product description at the time of purchase.

3. Restocking Fee

A restocking fee of twenty-five percent (25%) of the original product purchase price will be applied to every eligible standard return. This fee covers manufacturer restocking charges, inspection, repackaging, and remarketing. The restocking fee is waived for claims that qualify under the Right Product Guarantee in our Platinum Product Promise.

4. Shipping Costs on Standard Returns

For any return outside the Right Product Guarantee, shipping costs in both directions will be deducted from your refund. This includes (a) the original outbound shipping cost, even if it was included in your order at the time of purchase under Free Insured Delivery, and (b) the return shipping cost. You are not reimbursed for self-arranged return shipments. All return shipping must be coordinated through The Patio Experience.

5. Return Process

•        1. Request Return Authorization. Contact your Patio Experience Expert or our Customer Success Team to request a Return Authorization. We will confirm eligibility, issue an RA number, and provide shipping labels and instructions.

•        2. Freight returns. Freight returns require pre-approval that includes a photograph of the item and packaging in its current condition. We will not issue a freight Return Authorization without photos.

•        3. Repackage. The item must be impeccably repackaged in the original manufacturer's packaging with all original parts, manuals, accessories, and materials included. Items received back without complete packaging may be refused or may incur additional fees.

•        4. Dispatch within thirty (30) days. The item must be dispatched within thirty (30) days of the Return Authorization date. Returns dispatched after that window may not be refunded.

•        5. Inspection. Upon receipt, we will inspect the item to confirm it meets the eligibility criteria above.

•        6. Refund. Once inspection is complete and the item is confirmed eligible, we will issue the refund to the original payment method, less shipping costs (both directions) and the 25% restocking fee. Refunds typically appear on the original payment method within five to ten (5-10) business days of processing, depending on the card issuer.

Returns sent without prior approval or beyond the thirty-day dispatch window will not be refunded.

6. Damaged or Defective Items on Delivery

Upon delivery, we ask you to conduct a meticulous inspection of your items before the delivery driver leaves and before you sign the carrier's delivery receipt (bill of lading). This inspection is the single most important step in preserving your damage claim.

6.1 At the time of delivery

•        Inspect the shipment thoroughly.

•        If you observe any visible damage to the product, the pallet, the wrap, or the packaging, note the damage on the delivery receipt before signing.

•        If the damage is material, you may refuse the shipment. Refusing is the cleanest remedy for serious damage.

•        Photograph the damage, including the packaging, product, and shipping label.

•        Contact The Patio Experience immediately by phone at (833) 837-2846, email at sales@thepatioexperience.com, or live chat. Do not wait.

6.2 Following delivery

Within three (3) days of delivery, submit a written damage claim to sales@thepatioexperience.com with the photographs and a description of the damage. Items must remain unused, uninstalled, and in their packaging with all components retained until we reach a resolution. Possible outcomes include replacement parts from the manufacturer, a negotiated discount, a Return Authorization, manufacturer service, or replacement.

6.3 Claims that may not be honored

Damage that is not noted on the delivery receipt at the time of delivery may not be recoverable from the carrier or insurer and may be denied under this Refund Policy. Damage reported after three (3) days, damage caused after delivery, and damage caused by the customer or a third party are not covered.

7. Order Cancellations

Orders may be cancelled before they have shipped at no charge. Once an order has shipped, changes or cancellations are treated as standard returns under this Refund Policy, with the applicable shipping-cost deduction and restocking fee. Custom-configured outdoor kitchen islands cannot be cancelled once the design has been approved and production has begun.

8. Warranty Issues

Warranty-covered defects in materials or workmanship are handled through the manufacturer's warranty, not this Refund Policy. Under the Lifetime Support pillar of our Platinum Product Promise, we will coordinate with the manufacturer on your behalf, open the warranty ticket, and follow up on resolution. See the Platinum Product Promise for the full terms.

9. Contact Us

For personalized assistance or to initiate a return, please contact your Patio Experience Expert directly or our Customer Success Team.

Patio Experience, LLC

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

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