21 Day Hassle Free Returns & Exchange Policy*
Customers satisfaction is our top priority and we want you to be completely satisfied with your purchase. If you have any questions or concerns please direct your inquiry to firstname.lastname@example.org or call us at (626) 470-7022.
What can be returned:
You may return new, unused, and resellable items for a full refund or an exchange**. Simply ensure that the item is returned in its original product packaging within 21 days of your receipt date. Products must have an RMA in order to return any item (this is for your protection). Our website has a returns button on the home page at the very bottom under customer service, feel free to call us if that is easier for you 800-738-7229 or email us email@example.com.
*What is not Returnable
Hammock and Swing Stands are NOT returnable. CUSTOM ORDERS (includes made to order curtains) have a cancellation policy of 72 hours after placing the order. After 72 hours, the order is FINAL, no exchanges or refunds will be given. Any orders that have artwork/logos are not returnable. If in the very rare case that there happens to be an error on the graphics, we will pick up the item, fix the error and return it to you (no returns or additional discounts allowed). Any items that are shipped via freight carriers are not returnable (we may make an exception on these items if you, the customer, are willing to pay for ALL freight charges, both coming to you and returning. Ouch!!! Very expensive. Now you understand why we do not accept those item as returns.)
If an item is returned and it is damaged because of customer use, it is up to our discretion if the item will be credited. Most common damages are scratched, dents or missing paint, if an item is returned damaged a 20% re-stock fee will be assessed. If curtains, canopies or other fabric related items are returned with signs of use, they are not returnable. We have the option to charge a 20% re-stock fee on any items that show visible use or installation.
**Exchanges - Sorry we cannot keep shipping for free our margins are very low, exchanges will be charged shipping fees. If in doubt about a color, ask for a sample (626) 470-7022.
Delayed or Refused Delivery
FedEx will always make 3 attempts to deliver your packages to your house. They will leave a note so that you can reach them or sign for your package to be left outside your home. If after 3 attempts, FedEx was not successful in delivering the packages and that the packages are sent back to us for this reason, the customer will have to pay the full shipping costs (as estimated on the FedEx web site) for reshipment. For refused delivery, actual shipping charges will be deducted from credit made on returned merchandise.
Although rare, shipping damage does occur. In the event that your product is damaged during shipping, please contact us immediately. We will work directly with you to identify and replace the damaged item/items and will submit a claim directly to the shipping company. There is no need for you to contact the shipping company, as you would have been inconvenienced enough already. We will reship the damaged item/parts at no cost to you.
Orders with a manufacturing defect will be covered under the manufacturers warranty. All returns must be accompanied by an Return Merchandise Authorization (RMA). All returns are subject to the manufacturers warranty and discretion. Please refer to the warranty section and locate the manufacturer to determine if the item is covered under warranty before requesting an RMA. Or call us, we love our customers, we are here for you (626) 470-7022. The manufacturers limited warranty reserves the right to send replacement parts. Our return policy and warranty never covers items damaged due to wind, weather, fire, or misuse. Bent ribs and/or bent poles are not covers. Please refer to the warranty section to see what is covered. Customer’s are responsible for proper care, storage, and safe use of items purchased from Patio Umbrella Store. If you have any questions concerning proper use, please email us at: firstname.lastname@example.org.
FABRIC SELECTION Actual fabrics and components may not be as depicted on your computer monitor displays. We have made every effort to portray the products in actual color. Samples of Sunbrella and Outdura fabric are available upon request. We have a retail showroom located at: 323 S. Rosemead Blvd., Pasadena, CA 91107, where you can physically view all available fabrics. If you are in doubt about the color you are selecting, please call and ask for assistance (626) 470-7022.
CUSTOM ORDERS / LOGO & ART DESIGN UMBRELLAS - Orders may be cancelled up to 72 hours from the time the order has been placed; thereafter, order is FINAL.
HOW TO RETURN A PRODUCT
Find the returns button on the bottom of the home page and fill out the questionnaire or to make life easy on yourself, call (626) 470-7022 or send us an email at email@example.com. All returns must have an RMA number (for your protection so that you get your money back).
Return for RMA:
323 S. Rosemead Blvd.
Pasadena, CA 91107
DO NOT RETURN AN ITEM WITHOUT THE RMA; OTHERWISE YOU MAY NOT RECEIVE A CREDIT FOR THE RETURN. Ship all returns insured and with tracking numbers (this is for your protection. Items that are received damaged will not be new, resellable, and unused, which means no return, no credit.) Call us if you have questions. Some returns may take up to 5 weeks to process if it is peak season, keep your tracking number handy when checking on the status of a return, it helps us track down the return and process returns faster. Thanks for your help!