PatioUmbrellaUSA.com Return and Exchange Policy
Simply put, if you are unsatisfied for any reason with your item(s) from PatioUmbrellaUSA.com, you can return or exchange within 15 days of original purchase. Returned Items will have 15% restocking fee, while Exchanged Items will have a 10% restocking fee. However, returned items must be new and in unworn condition, in original packaging with no markings made on the original manufacturer’s packaging. All items properly returned under this policy are eligible for a refund.
For Retuned Items, the full purchase price minus shipping and handling and a 15% restocking fee will be credited to the same form of payment used for the original purchase.
For Exchanged Items, the full purchase price, minus shipping and a 10% restocking fee will be credited to the same form of payment used for the original purchase. In case of exchanges, your new order must be placed before the Exchanged Items refund will be issued.
Here is the simple process for returning an item to PatioUmbrellaUSA.com:
- Contact a PatioUmbrellaUSA.com customer service representative by e-mailing us at returns@PatioUmbrellaUSA.com or call Toll-Free (888) 861-0362 to obtain a Return Merchandise Authorization (RMA) number.
Our Customer Service hours are Monday through Friday 8:00am to 5:00pm. PST. Upon authorization, you will receive instructions on where to send the return merchandise. Please note, the address where you send your return is determined by which product you are returning.
- In addition to the product, please include your order number, name or customer number, contact information (phone and email) and the reason you are returning the product. Write the RMA number on the outside of the shipping box. This will help speed the return process.
- Please return by a traceable carrier such as United States Postal Service registered mail, United Postal Service (UPS), or Federal Express (Fedex) to the address provided when you received your Return Merchandise Authorization number. Some manufacturers require the tracking number for the returned package to accelerate the return process. This tracking number should be emailed along with your original order number to returns@PatioUmbrellaUSA.com
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It takes us approximately seven days to process your refund once the item is back in our or the manufacturers possession; we will notify you of the status of your return by e-mail.
*No item will be accepted as a return or exchange if the product is damaged, marked, used, incomplete, abused or in less than new condition.
Cancellation Policy
Click the " My Account / Order Status" link at the top right hand side of our site to view orders you have placed. Then click the " Change quantities / cancel orders" link to find and edit your order. Please note that once an order has begun processing or has shipped, the order can no longer be changed or canceled. If you would like to cancel your order or a portion of your order, PatioUmbrellaUSA.com will attempt to do so, however we cannot guarantee cancellations that are made after 5:00pm PST on the day that you place the order. The primary reason for this is because many of the products we carry are shipped directly from the manufacturer. To ensure prompt delivery the order is transmitted to them as soon as possible, making it very difficult to stop the shipment after they have received the order. In order to make a cancellation request, please call Customer Service at (888) 861-0362 on the day of your order before 5:00pm PST. Please do not assume an order is cancelled by leaving a message or sending an email. We must first confirm the cancellation.
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