All items are posted via our courier networks.
Delivery of items is subject to availability, and we cannot accept responsibility or liability for any item we are not able to supply. However, we will offer you a store credit or refund for any item that is unexpectedly delayed or out of stock.
Returns, Cancellations and Claims
Customers may return items for refund or exchange under the following conditions:
- Returns will only be accepted if the customer notifies Outdoor Patio Living (firstname.lastname@example.org) within 7 days of the customer’s receipt of goods and Outdoor Patio Living authorises the return. Failure to claim within this period constitutes full acceptance of the goods.
- The goods must be returned at the cost of the customer. All goods returned must be of saleable quality and in original packaging. Responsibility for damage in transit remains with the customer.
- A credit note will only be issued after the goods have been received by the supplier.
- Outdoor Patio Living may charge 15% of the invoiced price of the item as a handling & restocking fee.
- If any item is damaged/faulty upon arrival, a credit or replacement may be applied under the following conditions:
- Outdoor Patio Living has been notified within 7 days of the customer’s receipt of the goods.
- Clear details of the claim are provided, including:
- Customer Name and Invoice Number
- Product Detail, including Item Code
- Images of the damaged item(s)
- A brief description of the fault/damage
- Some of our products are hand crafted and hand finished to provide a unique look. Natural imperfections are to be expected and each piece may be different and vary over time with exposure to light and use. These imperfections cannot be used as reason for a damage claim. With prior approval from Outdoor Patio Living, a refund or exchange may be considered depending on the extent of the imperfection. Returns will be at the cost of the customer.
- Cancellation of orders or part of orders must be made in writing via email, and until done so, will remain an order. Cancelled orders that have already been packed and are ready to dispatch or collect, will incur a minimum re-stocking fee of 20%.
PLEASE NOTE: no exchanges or returns are offered for sale items.
We reserve the right to refuse a returned items if the items do not comply to our returns policy. Refused items will be posted back to you and additional postage will be charged. We accept no responsibility for returns that are sent by non-traceable postage methods and are not received. Unfortunately without the items we cannot issue an exchange or refund. We strongly suggest you send your returns using a traceable method.