GENERAL TERMS & POLICY
The Patio House may amend these rules as needed, with any updates taking immediate effect upon publication on www.thepatiohouse.com. Non-acceptance of these terms constitutes an immediate forfeiture of the right to use The Patio House's services. Utilization of The Patio House's services implies acceptance of these rules by all buyers. In the event of a discrepancy, The Patio House's Policy shall prevail.
Buyers must submit return and refund requests within 20 days from the delivery date for after-sales issues. Should a request be filed after this period, The Patio House reserves the right to deny any after-sales service.
Prior to requesting an order cancellation, buyers must verify that The Patio House's Return & Refund Policy permits cancellation at the current stage. If allowable, buyers are required to apply for cancellation, subject to The Patio House's consent. Please be aware that while The Patio House will attempt to cancel the order with the warehouse, the ability to do so is not guaranteed.
Should The Patio House fail to fulfill a buyer’s order within the Order Processing Time specified on The Patio House’s product page, due to reasons including but not limited to stock shortage or other unforeseen circumstances, The Patio House is obligated to promptly cancel the order and issue a refund.
In the event that the buyer receives damaged or broken goods and substantiates a refund request with compelling evidence, The Patio House is obligated to provide a prepaid return label within 3 business days for the return of the damaged or broken items. The Patio House should process the refund once the returned goods are marked as “in transit” on the logistics website, using the The Patio House-provided prepaid return label.
For “non-defective remorse returns,” The Patio House reserves the right to accept or reject such requests in line with its stated policy. The Patio House will abide by its published policy in these instances.
Should The Patio House agree to an after-sale request for “non-defective remorse returns” and opt to impose a “restocking & repacking fee,” the total fee charged shall not exceed 35% of the order’s total price.
Under conditions that necessitate a refund based on The Patio House's policy, The Patio House enforces specific time constraints. Refunds must be issued within no more than 3 business days, and redelivery must be initiated within no more than 5 business days.
Buyers must ensure that goods are returned within 15 calendar days of receiving a return label. Should this deadline not be met, The Patio House may exercise the right to withhold the refund.
Upon submitting an after-sales request, the buyer is required to furnish evidence to The Patio House. If the buyer fails to provide adequate evidence within the timeframe specified by The Patio House's Return & Refund Policy, The Patio House reserves the right to decline the return and/or refund request. The determination of whether the evidence is compelling will be made at The Patio House's discretion.
Buyers are entitled to request a full refund for orders not dispatched within the timeframe indicated on the order page, as per the estimated processing time.
The Return & Refund request is made after the stated processing time.
The Patio House will refund the order.
The Return & Refund request is made within the stated processing time.
Upon receipt of a refund request from the buyer, The Patio House must act on it — either accept or reject — within three business days. Should The Patio House not address the request within this period, The Patio House will issue the refund.
Please be aware that even if the order is within the specified processing time, The Patio House is still required to process refund requests within the aforementioned three-business-day window.
The Return & Refund request is made after the order has been shipped.
Upon receipt of a refund request from the buyer, The Patio House must act on it — either accept or reject — within three business days. Should The Patio House not address the request within this period, The Patio House will issue the refund.
Please be aware that even if the order is within the specified processing time, The Patio House is still required to process refund requests within the aforementioned three-business-day window.
For orders fulfilled by The Patio House: If a package is returned to The Patio House during transit due to a logistics carrier error and the buyer requests a refund, The Patio House is required to process the refund within 3 business days of the refund request. Conversely, if the buyer chooses redelivery, The Patio House must begin reshipment within 5 business days of receiving the redelivery request.
Exceptions to this policy, which may preclude The Patio House's obligation to refund or redeliver, include but are not limited to:
• The provision of an incorrect or incomplete address by the buyer.
• The refusal of the buyer’s recipient to accept the goods. This does not apply in instances where the buyer has cancelled the order upon the recipient’s request and The Patio House has consented to the refusal of delivery.
For pick-up orders: The Patio House bears no responsibility for issues related to logistics.
For orders fulfilled by The Patio House: If the package or goods are damaged during transit and the buyer provides proof — such as a screenshot from the logistics website confirming the destruction — The Patio House is obligated to process a refund within 3 business days of the refund request. Alternatively, if the buyer requests redelivery, The Patio House should initiate the process within 5 business days of the request.
For pick-up orders: The Patio House holds no responsibility for any issues related to logistics.
If the buyer enters incorrect recipient information for an order, they should promptly reach out to The Patio House via Contact Us to request an update of the order with the correct recipient information.
Please be aware that requests for correcting recipient information or cancelling an order are not guaranteed to be fulfilled.
Should the order have already been dispatched, it is the buyer’s responsibility to contact the logistics company directly to provide accurate information.
If goods are shipped to an incorrect address because the buyer provided wrong information, The Patio House has the discretion to determine whether to accept the return of the products and issue a refund. Buyers should confirm with The Patio House whether they are willing to accept the return. In cases where The Patio House consents to the return, the buyer will be accountable for the return shipping expenses.
Should the order be uncorrectable or non-returnable, the buyer must absorb any associated losses.
Including package breakage, significantly not as described, missing or wrong goods, and quality problems.
Upon receipt, if the buyer encounters any of the above issues, the buyer should submit a refund or redelivery request along with valid proof. Valid proof includes photos or videos that clearly demonstrate the issue with the goods received. Once the request is filed, The Patio House is required to review the provided evidence and respond within 3 business days.
If The Patio House, upon reviewing the proof, finds that it does not clearly demonstrate the problem, the evidence is considered invalid. In such cases, The Patio House reserves the right to deny the buyer’s refund request.
If the buyer’s evidence clearly demonstrates an issue, the review process should not exceed 3 business days. Should a return be necessary for a refund, The Patio House must provide the buyer with a prepaid return label within 3 business days following approval of the proof. The Patio House is then required to issue a refund once the tracking information provided by the buyer indicates the return is in transit, which must also occur within 3 business days.
If the goods do not need to be returned, The Patio House must process the refund within 3 business days of receiving the refund request.
In the event that the buyer opts for redelivery and the proof is deemed valid, The Patio House must initiate the redelivery within 5 business days of the proof being approved. The Patio House reserves the right to issue a refund instead if no stock is available for redelivery. Alternatively, buyers may choose to reorder the products once they are back in stock.
If The Patio House confirms that the tracking number provided is incorrect and The Patio House does not supply the correct tracking information within 3 business days, The Patio House will issue a refund for the order.
For orders fulfilled by The Patio House: Should there be no update on the tracking information for more than 7 business days as indicated on the logistics website, and the buyer requests a refund, The Patio House must process the refund within 3 business days of the buyer’s request.
For pick-up orders: The Patio House is not held responsible for any logistics-related issues.
Please note that this policy does not apply during exceptional times or periods, such as public holidays, pandemics, extreme weather conditions, or other unusual circumstances where standard logistics operations may be disrupted.
For orders fulfilled by The Patio House: If the actual transit time surpasses the estimated delivery time by 10 days or more, and The Patio House does not offer any valid updated tracking information, the buyer is entitled to request a refund. Upon such a request, The Patio House must issue the refund within 3 business days.
For pick-up orders: The Patio House is not liable for any issues related to logistics.
Please note that this policy does not apply during exceptional times or periods, such as public holidays, pandemics, extreme weather conditions, or other unusual circumstances.
Buyers are required to familiarize themselves with the shipping options provided before placing an order. If multiple shipping methods are offered, The Patio House must dispatch the order according to the buyer’s selected logistics choice. Non-compliance allows the buyer to seek a refund. However, if the product listing indicates “Seller-Selected Shipping (Buyer Cannot Choose),” The Patio House retains the discretion to choose the shipping method, and any specific logistics requests made by the buyer at the time of order will not be accommodated.
Upon receipt of an order, The Patio House must ship each order separately to the designated address. Combining multiple orders into a single shipment is prohibited unless The Patio House has received explicit consent from the buyer for such consolidation.
During public holidays, pandemics, extreme weather conditions, or other exceptional situations, buyers should reach out to thepatiohouseco@gmail.com or contact The Patio House via Contact Us to address any product or logistics concerns.
The Patio House commits to providing timely assistance to buyers under these special circumstances. Buyers are advised to anticipate a resolution from The Patio House on such matters within a maximum of two weeks after notification.
If buyers are dissatisfied with the resolution of post-sale issues, they are obligated to initiate a dispute with The Patio House, which will facilitate the handling of the after-sale matters.
