Shipping & Returns

GENERAL TERMS & POLICY

Patio and Shade may amend these rules as needed, with any updates taking effect upon publication on www.patioandshade.com. By placing an order with Patio and Shade, buyers accept these terms. In the event of a discrepancy, Patio and Shade's Policy shall prevail.

Buyers must submit return and refund requests within 25 days from the delivery date for after-sales issues. Should a request be filed after this period, Patio and Shade reserves the right to deny any after-sales service.

Before requesting an order cancellation, buyers should check that this Return & Refund Policy permits cancellation at the current stage. If it does, buyers may request cancellation, subject to Patio and Shade's approval. Patio and Shade will attempt to cancel the order with the supplier, but cancellation is not guaranteed.

If Patio and Shade is unable to fulfill an order within the processing time shown on the product page, due to stock shortage or other unforeseen circumstances, Patio and Shade will cancel the order and issue a full refund.

If the buyer receives damaged or broken goods and supports the request with clear evidence, Patio and Shade will provide a prepaid return label once the supplier authorizes the return. The refund is issued after the supplier receives and inspects the returned item.

For non-defective "change of mind" returns, Patio and Shade reserves the right to accept or reject the request in line with this policy.

If Patio and Shade accepts a non-defective "change of mind" return, a restocking and repacking fee of 20% of the item's price will be deducted from the refund.

When a refund is approved under this policy, Patio and Shade aims to issue it within 3 business days of supplier approval. When redelivery is approved, Patio and Shade aims to arrange reshipment within 5 business days, depending on supplier stock.

Buyers must return goods within 15 calendar days of receiving a return label. If this deadline is not met, Patio and Shade may withhold the refund.

When submitting an after-sales request, the buyer must provide evidence to Patio and Shade. If adequate evidence is not provided within the timeframe requested, Patio and Shade reserves the right to decline the return or refund request. Whether the evidence is sufficient is determined at Patio and Shade's discretion.

1. REFUND REQUEST TIMING

Buyers may request a full refund for orders not shipped within the estimated processing time shown on the product page.

For Unshipped Orders

If the request is made after the stated processing time has passed, Patio and Shade will cancel and refund the order.

If the request is made within the stated processing time, Patio and Shade will attempt to cancel the order with the supplier. Patio and Shade aims to respond to every request within 2 business days. If the supplier has not yet shipped the order and accepts the cancellation, a full refund will be issued.

For Shipped Orders

Once an order has shipped, it can no longer be cancelled. Refund requests for shipped orders are handled as returns under this policy. Patio and Shade aims to respond within 2 business days, and refunds are issued after the supplier approves the return.

2. GOODS RETURNED IN TRANSIT

If a package is returned to the supplier during transit because of a carrier error, the buyer may choose a refund or redelivery. Refunds are issued once the supplier confirms receipt of the returned package. Redelivery is arranged as soon as the supplier can reship, typically within 5 business days.

Exceptions to this policy include, but are not limited to:

• The buyer provided an incorrect or incomplete address.
• The recipient refused to accept the delivery. This does not apply if the buyer cancelled the order and Patio and Shade agreed to the refusal of delivery.

3. GOODS DESTROYED IN TRANSIT

If the package or goods are damaged during transit and the buyer provides proof, such as photos of the damage or a carrier record confirming it, Patio and Shade will submit a claim to the supplier. Once the supplier approves the claim, Patio and Shade will issue a refund or arrange redelivery, whichever the buyer prefers. Patio and Shade aims to respond to these requests within 2 business days.

4. WRONG RECEIPT INFORMATION

If the buyer enters incorrect recipient information, they should contact Patio and Shade promptly via Contact Us to request a correction.

Requests to correct recipient information or cancel an order are not guaranteed.

If the order has already shipped, the buyer is responsible for contacting the carrier directly with the correct information.

If goods are shipped to an incorrect address because the buyer provided wrong information, Patio and Shade will decide whether a return and refund can be accepted. If a return is accepted, the buyer is responsible for return shipping costs.

If the order cannot be corrected or returned, the buyer is responsible for any associated losses.

5. DEFECTIVE PRODUCTS

This includes package breakage, items significantly not as described, missing or wrong items, and quality problems.

If the buyer encounters any of these issues, the buyer should submit a refund or redelivery request with valid proof: photos or videos that clearly show the problem. Patio and Shade aims to review the evidence and respond within 2 business days.

If the proof does not clearly show the problem, Patio and Shade may deny the request.

If the proof is approved and a return is required, Patio and Shade will send a prepaid return label once the supplier authorizes the return. The refund is issued after the supplier receives and inspects the returned item.

If no return is required, the refund is issued after the supplier approves the claim.

If the buyer prefers redelivery, Patio and Shade will arrange it once the supplier approves the claim, typically within 5 business days. If the item is out of stock, Patio and Shade will issue a refund instead, or the buyer may reorder once it is back in stock.

6. LOGISTICS ISSUES

6.1 INVALID TRACKING INFORMATION

If a tracking number is found to be incorrect, Patio and Shade will work with the supplier to provide the correct tracking. If valid tracking cannot be provided, Patio and Shade will issue a refund for the order.

6.2 UNTIMELY TRACKING INFO UPDATES

If tracking has not updated for more than 7 business days, the buyer may contact Patio and Shade. Patio and Shade will open an inquiry with the supplier and carrier. If the package is confirmed lost, the buyer may choose a refund or redelivery, and the refund is issued once the supplier approves the claim.

This does not apply during public holidays, pandemics, extreme weather, or other unusual circumstances that disrupt normal carrier operations.

If transit time exceeds the estimated delivery time by 10 days or more and no valid tracking update is available, the buyer may request a refund. Patio and Shade will confirm the status with the supplier, and the refund is issued once the supplier approves the claim.

This does not apply during public holidays, pandemics, extreme weather, or other unusual circumstances.

6.4 SHIPPING METHOD

All orders ship directly from our suppliers using the carrier and shipping method they select. Requests for a specific carrier or shipping method cannot be accommodated.

6.5 RESTRICTIONS ON COMBINED SHIPMENTS

7. MISCELLANEOUS

During public holidays, pandemics, extreme weather, or other exceptional situations, buyers can reach Patio and Shade at patioandshadeco@gmail.com or through Contact Us with any product or shipping concerns.

Patio and Shade aims to resolve these matters within two weeks of being notified.

If a buyer is not satisfied with how an after-sales issue was resolved, please contact us at patioandshadeco@gmail.com or through Contact Us and we will review it again.