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Return and Refund Policy

1. Overview

The Patio Escape is owned and operated by The Patio Escape, LLC. This policy explains how returns and refunds are handled for purchases made through The Patio Escape website.

1. Return Policy at a Glance

  • Region: United States
  • Return window: 30 days total, but damage must be reported within 7 days of delivery
  • Eligible Returns: Both defective and non-defective products if they meet policy conditions
  • Return shipping: Customer is responsible for return shipping costs unless the item is defective or damaged on arrival.
  • Restocking fee: 25% of the product price for approved returns

2. Customer Service

To start a return or report damage, contact our customer service team:

  • Email: GardenMe@The-Patio-Escape.com
  • Phone: 1-769-601-7111
  • Business Address: The Patio Escape is an online-only retailer operating in the US. We do not operate a physical showroom and do not accept in-person visits.
  • Hours: Monday to Friday, 9 AM to 5 PM CT

3. Eligibility for Returns

Returns are accepted under the following conditions:

  • The item arrived damaged, defective, or incorrect
  • The customer wishes to return a new item within the policy window
  • The damage, defect, or incorrect item was reported within 7 days of delivery 
  • Returns must be requested within 30 days after delivery and approved by our customer service team before being shipped back.
  • The item is unused and includes all original packaging and accessories

Items must be in new condition. Used or installed products cannot be returned unless defective upon arrival.

4. Reporting Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, contact us within 7 days of delivery. Include:

  • Your order number
  • Photos clearly showing the damage or issue
  • A brief description of the problem

We will review the information and, if approved, provide instructions and a prepaid return label.

Please inspect all freight deliveries upon arrival. If your shipment arrives with visible damage, note the damage on the carrier's delivery receipt, take photographs, and contact us as soon as possible.

5. Return Shipping and Fees

Approved returns include a prepaid shipping label. Please use the provided label and ship the item within 7 days after approval.

Restocking Fee: All returned items are subject to a 25% restocking fee based on the product price. This amount will be deducted from your refund total. Exchanges for the same item will not incur a restocking fee.

If you send an item back without using the provided label, we may not reimburse you for shipping costs.

6. Refunds and Replacements

  • After receiving and inspecting your returned item, we will confirm whether a refund or replacement applies
  • Refunds are issued to the original payment method after the returned merchandise has been received and inspected.
  • If you prefer, we can send a replacement item instead of a refund

7. Exchanges

We accept exchanges for both defective and non-defective products as long as they meet the return conditions. Replacement items are shipped once the returned item is received and approved.

8. Non-Returnable Items

We cannot accept returns for:

  • Damaged, defective, or incorrect items reported more than 7 days after delivery
  • Items damaged due to misuse or neglect
  • Items that have been assembled, installed, used, altered, or damaged after delivery
  • Clearance/final-sale items
  • Items returned without original packaging/components when required
  • Products specifically identified as non-returnable on the product page before purchase
  • Returns outside your stated return period

9. Cancellations

  • Orders may be canceled before shipment for a full refund
  • Once shipped, cancellations are not possible. You must follow the return process outlined above.

10. Legal Rights

This policy does not affect your rights under U.S. consumer protection law.

11. Changes to This Policy

We may update this policy from time to time. Changes take effect upon posting.

By purchasing from The Patio Escape, LLC, you agree to this Return and Refund Policy.

Questions?

If you have questions regarding this Return and Refund Policy, please contact:

  • The Patio Escape, LLC
  • GardenMe@The-Patio-Escape.com
  • 1-769-601-7111
  • The Patio Escape is an online-only retailer operating in the US. We do not operate a physical showroom and do not accept in-person visits.