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Return and Refund Policy

Return Policy

At Lavish Patio, we pride ourselves on offering one of the best return policies in the industry. Please review the following guidelines for cancellations, returns, and exchanges.

Cancellations & Refunds

Cancellations (Before Order Ships) If you need to cancel an order, please contact us as soon as possible to ensure a full refund before your order leaves the warehouse. Reach our agents during business hours at (844) 609-1155, through the chat in the bottom right, or email support@lavishpatio.com at any time.

Cancellations of Custom Orders Custom or made-to-order products cannot be canceled or refunded as they are produced specifically for your order. Custom order brands include all brands within Lavish Patio. These units are custom-made to your specifications once you place your order. Your warranty guarantees a fully functional and operational product. This information will be indicated on the product page. If it is not clear whether your order is custom or made-to-order, please message or call us.

All Sales are Final for Custom-Made and Made-to-Order Products.

Returns and Exchanges

30-Day Change of Mind Returns Policy If you change your mind about your purchase, you can return the item in its original condition and packaging for a refund. The following conditions apply:

  • Returns must be requested within 30 days of receiving the delivery.
  • The item must be unused, unopened, and still in the original manufacturer packaging with all manuals, accessories, packing slips, and packing materials included.
  • You are responsible for all shipping costs associated with returning the item.
  • A 25% restocking fee will be deducted from your refund.
  • The original cost of shipping the item to you will not be refunded.
  • The return shipping fees for returning the item back to our distribution warehouse will also be deducted from your refund.
  • Refunds will be processed within 10 business days after the items are received and inspected by our team.

Note: Items such as commercial or trade orders, altered goods, used items, items removed from original packaging, assembled or installed items, and clearance or custom-made products cannot be returned under this policy.

Damages, Defects, and Carrier Loss Policy

Inspection upon Delivery When your order arrives, you must inspect the shipment before signing for it. Follow these steps:

  • Visible Damage: If there is major visible damage to the boxes, mark "DAMAGED" on the delivery receipt and refuse delivery.
  • Minor Damage: If the damage is minor (small tears to shrink wrap or boxes), accept the delivery and mark "DAMAGED" on the delivery receipt.

In either case, contact us within 24 hours at support@lavishpatio.com to report the damage.

Post-Delivery Inspection

  • After accepting delivery, unpack and inspect your items within 24 hours. If you discover any damage or defects, you must notify us within this period. Items must be unused and in original packaging to be eligible for replacement parts, a discount, or a return/full replacement.

Missing Items

  • Report any missing items listed on the delivery receipt within 24 hours of receiving your order. You must mark the delivery receipt "missing" and notify the truck driver of the short shipment before signing the receipt.
  • Allow a few extra business days for the carrier to locate the missing items. If the items cannot be located, we will ship you a replacement free of cost.

Stolen Packages

  • For non-freight postal deliveries (USPS, UPS, or FedEx), if your shipment is marked as "delivered" but you did not receive it, you must file a claim with the postal carrier as we are not responsible for stolen packages.

Beyond Point and Delays

  • If your shipping address is classified as a 'beyond point' (difficult access points such as narrow roads, gated communities, islands, rural areas, or mountains), a shipping surcharge may apply.
  • We are not responsible for delays caused by incorrect address information provided by the customer, strikes, legal lockouts, or other discomforts caused by suppliers.

Canceling or Changing Orders

If you wish to cancel your order, contact our support team at (844) 609-1155 or email support@lavishpatio.com as soon as possible. If the order has not been shipped, we can cancel it free of charge and issue a full refund. If shipping has already been paid for, you must proceed under our Return Policy procedure.

Refund and Return Fees

The following applies to change of mind returns:

  • A 25% restocking fee will be deducted from the refund amount, and if you originally received free delivery, the re-shipping fee will be based on your location and the size of the items you are returning.
  • If you originally paid for the delivery, this shipping fee will not be refunded, and the re-shipping fee will be based on your location and the size of the items you are returning.
  • Storage, delivery upgrade, and re-delivery fees will not be refunded.
  • If you have received a product that is damaged, faulty, or incorrect and you wish to return it, you will not be charged a re-shipping fee.

What Cannot Be Returned Under the 30-Day Change of Mind Returns Policy

  • Commercial or trade orders.
  • Clearance, custom-made, or made-to-order products (this will be advised on the product page).
  • Altered goods that are no longer in their original condition.
  • Used items, opened items, or items that have been removed from original packaging.
  • Items that have been assembled or installed.
  • Items that are not returned within 30 days of receipt of delivery.
  • Items that are not inspected within 24 hours of delivery.
  • Items that are noted "not returnable" in the item description.
  • Items that you ship to us without receiving a Return Approval.

Warranty

Warranties vary depending on the manufacturer - see individual product pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival and not reported within 30 days, that is not a warranty claim.

BOGO Promotions

In the event of a BOGO promotion, both items must be returned for a full refund. If one of the two items is returned, you will get a replacement of that item or store credit for the value of that item when purchased on its own. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges and, depending on the manufacturer, potentially a restocking fee. Refunds will only be issued to the original credit card used when placing your order.

Chargebacks

Our team of agents is here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry. We are immediately responsive and will do all that we can to help you out and provide the best resolution.

Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together.

Contact Us

For any questions, please email support@lavishpatio.com or call us at (844) 609-1155. By using our site, you agree to these terms of use.

If you do not agree, do not use the site.

By following these structured policies, we aim to provide a clear and fair return process while ensuring that customers understand the procedures for handling any issues related to damages, defects, or carrier loss.