|RETURNS AND CANCELLATIONS
What is the return policy?
Please be careful when selecting products as items from certain manufacturers may not be returned (listed below). Closeout, discontinued, custom made, special order, and surplus merchandise may not be returned.
If you need to return a product that is eligible for return, you must do so within 5 days of the delivery date. A 20% restocking fee will be charged on eligible returns. Delivery charges are nonrefundable. Freight charges for returning the item(s) are your responsibility. For orders shipped under "Free Shipping" we will charge you the actual outbound and inbound freight charges. Please contact customer service for a Return Merchandise Authorization (RMA) number before returning the item and instructions. The RMA number, once provided, is valid for 2 weeks only. You must re-package any item(s) being returned as it was delivered to you, new and unused, and in the original packaging. We cannot accept returns on assembled merchandise. Please provide us with the tracking numbers for your returned item(s). It is your responsibility to properly prepare the return and insure it with the RMA number clearly labeled on the carton(s).
You must return the product to the address we provide to you and not to the office of Best Patio Store.
Custom made or special orders in which fabrics, finishes, colors, size or other specific options may not be returned. Products from the following manufacturers may not be returned under any circumstances; Fashion Bed Group, Holland Bar Stools, Diamond Sofa, Alpine Furniture, and Homelegance.
If I returned my order and I paid by credit card, what happens next?
After we have confirmed with our suppliers that they have received returned items and approve its condition we will issue a credit. It may take one or two billing cycles for a refund to appear on your credit card statement. Please remember that you are responsible for the cost of shipping when you return items and the 20% restocking fee.
Refunds will be issued to the form of payment that you used to make the purchase. For products returned to us we will issue a refund within 2 business days of receipt of the item. For cancelled orders on items that have not shipped out yet, refunds will be issued within 2 business days of the cancellation request.
Note: After a refund is issued to your credit card it may take up to 7 days for the credit to appear in your account as the processing time varies by bank.
How do I cancel an order?
Please call customer service at 1-800-230-3722 to submit a request to cancel an order. You may also send your request by email to email@example.com however please provide your full name, order number, and the item number(s) that you want to cancel. Important: you must receive confirmation from Best Patio Store that we have cancelled your order. Simply requesting cancellation does not necessarily mean that we have been able to cancel your order. If your order has not been shipped or manufactured, there is no cancellation fee. Please note that special orders and custom orders may not be cancelled. If your order has already been shipped then cancellation is not possible. Our customer service representative must approve cancellation requests.
If a tracking number has been processed for your order then it is not possible to cancel your order.
What should I do if my shipment is damaged?
Although our products are carefully packaged sometimes there are cases in which the shipment becomes damaged. If upon receipt of the shipment there is obvious damage, please refuse delivery and immediately notify customer service by email at firstname.lastname@example.org or call 1-800-230-3722. In the case that you find something damaged after accepting delivery you must inform us within 5 days of receipt. It is required that you keep the original package for inspection purposes or other circumstances. Please note we reserve the right to request digital images be taken of any items that are reported as damaged. Digital images are required by the manufacturer and Best Patio Store in order to provide proof of the damage to the freight carrier. Your cooperation and understanding is appreciated as digital images are critical to being able to promptly resolve damage issues. Our customer service representatives will do everything possible to resolve your situation as quickly as possible however please allow up to 48 hours of processing time or more if necessary as we are working with the manufacturer and freight carrier.
What should I do if the products are defective?
Although our products are carefully checked by the factory there are very rare cases in which a defect may occur. Please contact Best Patio Store or the manufacturer directly for assistance with defective products. All of products are covered by the manufacturer's warranty policy. Please note that it is up to each manufacturer as to how they want to resolve a defective issue. We reserve the right to request digital images of any items that are reported as defective. Digital images are required by the manufacturer and Best Patio Store in order to evaluate and proof the defect. Your cooperation and understanding is appreciated as digital images are critical to being able to promptly resolve defect issues. Our customer service representatives will do everything possible to resolve your situation as quickly as possible however please allow up to 48 hours of processing time or more as we are working with the manufacturer.