Return & Refund
Return Policy
You can be sure of consistent and world-class outdoor products that meet the highest global quality and safety, delivered in spec and on time from Patiowell In the event that you are not satisfied with your purchase, simply return it within 30 days from the date of delivery. Please keep in mind that all returns must be unused, unwashed and undamaged and all packaging, labels and tags must remain intact and be attached with the item. Promotional items, flash sales, clearance items and any items marked as "final sale" are not eligible for partial refunds, exchanges, or returns. All sales are final.
Product Returns:
We recognize that sometimes an item may not meet your needs or simply does not fit with your décor. If you are unsatisfied for any reason with your purchase, you can initiate a return or exchange up to 30 days from the date of delivery. For all eligible returns, item(s) must be unused and undamaged and labels and tags must remain intact and returned in their original packaging. Otherwise, the item may not be eligible for return.
To initiate a return for an exchange or refund, please email us at saleservice@patiowell.com stating your reason of return and attach images/video of the product. Once your request is approved, we may request the tracking numbers of your item(s).
Please send all returns to:
1148 FRANKLIN GATEWAY J,
MARIETTA Georgia COBB 30067
Return Shipping Fee: Equivalent to 15% of the value of product will be the responsibility of the customer in cases of buyer's remorse returns, such as- an item didn't fit
- didn't like the color/quality
- changed your mind
- ordered by mistake
- bought it somewhere else
- etc.
We only charge return shipping fee when you use our return labels. And please note that you need to send the package by yourself, as Patiowell doesn't offer pick up service.
And the requirement is that the product must be brand new and unused, also must be returned with the original packaging and all accessories. Otherwise, we will charge a restocking fee as below.
Restocking Fee: Equivalent to 15% of the value of the product will be the responsibility of the customer in cases of the product is no longer brand new that the value of the product decreases, because the product may has been- used
- installed
- disassembled after installation
- some accessories are missing
- non-original packaging
- etc.
If the total price of product has shipping fee, we will deduct 15% of the total price of product as return shipping fee and 15% of the total price of product as restocking fee.
Please note. The deduction rules are consistent with the above.
Once we’ve received the returned item, we will then process your total refund, excluding return shipping costs, to your the original method of payment. Please note that all refunds are processed within 3-5 business days.
Order Cancellations
Order Cancellation before Shipment:
If you need to cancel your order, you must cancel within 24 hours to receive a full refund.
Contact us via saleservice@patiowell.com to have your order cancelled immediately. Please provide the order details, including order number, receiver's name and/or email address. Your refund will be processed and a credit will automatically be applied to the original method of payment within 3 business days.
Order Cancellation after Shipment:
If you need to cancel after 24 hours of the order and before the item is delivered, you will receive a full refund minus a flat recall fee of $15. It's charged by FedEX or UPS.Cancellations after shipment is only valid to UPS ground delivery service and FedEx. Any Items delivered by truck, UPS surepost or USPS cannot be recalled. All orders must rejected at delivery. After receiving your returned item, the full refund minus a flat recall fee will be credited back to your original payment within 3 business days.
Returned Products:
For any item returns, you can request a return label. Please notify us in advance for any of the following returned reasons, so we can anticipate that return.
Defective Item:
If you feel you have received a faulty or defective product, we want to quickly correct the problem, please contact us at saleservice@patiowell.com before returning the item.
Received the Wrong Item:
We follow careful order picking procedures to ensure every item in your order is correct, but occasionally we do make mistakes. You can choose to keep the wrong item with a partial refund or request the correct item. To request the correct item, we may offer you free-of-charge return shipping label. After receiving your returned item, please send us an email to saleservice@patiowell.com indicating your order details. We will, upon request, send you the correct item or issue the full refund.
Item Damaged during Transit:
In the unlikely event your item arrives to you in less than perfect condition, please reject the delivery immediately and get in touch with us at saleservice@patiowell.com. We will work with the shipping company and expedite your new replacement order. Alternatively, a full refund can be requested after we’ve submitted a damage claim with the shipping company and receive confirmation. We may require images and/or video of the defective product.
Missing or Lost Item:
If you suspect your package is missing or lost, please email our customer service team at saleservice@patiowell.com with the order number as well as the tracking number so that we can initiate a lost package claim. This claim will help in the recovery of your missing or lost package. Process will take 7 days until a formal confirmation can be received from the shipping company.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at saleservice@patiowell.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at saleservice@patiowell.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.