On occasion, you may receive a damaged or defective product. Whenever this happens, we will take care of you. Just let us know and we'll make sure to get you a replacement as quickly as possible. Below, you'll find the steps to our replacement process, along with frequently asked questions. If you're ready to initiate your replacement request or wish to view our return policy, follow the links below.
You first need to file a replacement request here or login to your account and go to the "My Orders" section. After filing your request, we will review it. Replacement requests sometimes require us to verify the specifics of the damage or defect, so one of our customer service agents may need to contact you for more information. Once we've assessed what is needed to resolve your replacement request, we will send out the appropriate replacement(s) as quickly as possible. If the original item is required back, we will email you with return instructions and prepaid return labels so that you can send back the damaged or defective merchandise.
If you are NOT required to ship your damaged product(s) back, go to STEP 4. If you ARE required to send your product(s) back then prepare your products for shipment by making sure the merchandise is in its original packaging. Apply the prepaid labels provided in your instructions.
Once your product is ready for shipment, you can take it to a local carrier facility and drop it off with the prepaid labels on the box (the label will specify the carrier). Please ensure that the "RGA" number that was provided with the instructions is on the return label (if it isn't there, please add it to the label - please do not write on the actual box).
Your replacement request will be processed immediately at no charge. You will get updates via email from us once the replacement request is confirmed and shipped, including tracking information once shipped.
IMPORTANT: To ensure a speedy replacement, please make sure the following conditions are met:
- You must submit a replacement request to Patio Products USA within 30 days of receiving the product for any shipping damage.
- 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.
If you receive your order and it is damaged from shipping DO NOT REFUSE the delivery. Often times, while the boxes may be damaged, it doesn't necessarily mean the contents are. In the event that you find damage, we will ensure that everything gets replaced at no cost to you. Replacement orders are normally processed and shipped within 2-4 business days. We will keep you informed of the status of the replacement order via email as we get updates from the manufacturer.
An RGA (Returned Goods Authorization) number is simply a way for us to track an item being returned to the warehouse. When you request a return or replacement, we will process your request and issue you an RGA number (if applicable) with your return instructions. This information will be sent to you by email. No returns will be accepted without an RGA number.
Replacements are processed like new orders. As soon as we process your replacement request (and assuming the replacement is in stock), your replacement product(s) will ship out immediately. You will receive status updates via email as we receive information from the supplier.
If your item has been discontinued, please give us a call. We'll work with you to re-select or find another solution. We'll take care of you either way.
If the original packaging is too damaged to re-ship to the manufacturer, please contact us and we will work with you to find an alternative solution.
Patio Products USA covers any defects in workmanship, assembly and materials used in the products. We'll repair or replace, at our sole discretion, any product that fails to operate due to a defect. We'll cover shipping both ways to get the repair or replacement taken care of for you. We do not cover any service, installation, or other third party fees associated with the defect.