RETURN POLICY

Last updated April 07, 2024

We get it, it's not always perfect the first time around. In this case, we'd be honored to continue to work with you to reach the end goal of building your dream outdoor living space. If you are not completely satisfied with your purchase for any reason, you may return it to us for a refund, store credit, or an exchange. Please see below for more information on our return policy.

CANCELLATIONS

If you need to cancel an order, please contact us via the contact details listed at the bottom of this page. For orders that have not left the warehouse, we will be able to issue a full refund back to the original payment method.

In the event your order has already left the warehouse, the cancellation will be processed as a return. See details for returns below.

RETURNS

The return process must be initiated within thirty (30) days of the purchase date. All returned items must be returned in the condition they were received, with all original tags and labels attached.

RETURN PROCESS

To return an item, please email customer service at support@pangaeapatio.com to obtain a Return Merchandise Authorization (RMA) number. After receiving an RMA number, our team will work with you directly to coordinate delivery and shipment to the appropriate warehouse.

In general:

• Items delivered via UPS or FedEx: Package the product the way it came, attach the shipping label provided, and bring the package to a nearby drop-off location.
• For large, heavy, or fragile items delivered via special carrier or designated as freight: Our team will coordinate carrier pick up of the item at your convenience.

REFUNDS

After receiving your return and inspecting the condition of your item, we will process your return or exchange. Please allow at least fourteen (14) days from the receipt of your item to process your return or exchange. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. We will notify you by email when your return has been processed.

In general, all returns will be assessed a 25% restocking fee. Restocking fees and return shipping costs will be deducted from your refund. Return shipping costs may vary based on location. Customers who choose to have their return processed in the form of store credit will not be assessed a restocking fee.

EXCHANGES

If you’d like to exchange an item for a different finish, different design, or different product altogether, our team can assist. The process is similar to a return, and all the same policies stated within this document apply. There are two ways to exchange an item:

1. Prior to the refund: To get the item sooner, customers can elect to place an order for the new product prior to the old one arriving at the warehouse. We will process a refund to the original payment method once the return is received.
2. After the refund: The normal return process will be followed, and your refund can be in the form of store credit. Return shipping costs still apply for exchanges and will be deducted from the refund amount. Customers who choose to have their exchange processed in the form of store credit will not be assessed a restocking fee.

DAMAGED PRODUCTS

• Receiving a damaged product is frustrating, we understand. We encourage our customers to report damaged products within 14 days of receiving the product for the best resolution.
• We may ask for photos of the damages and/or may need to have the original product sent back.
• We reserve the right to refuse to service damaged products if reported more than 14 days after the delivery date.
• For defective or damaged products, please contact us at the contact details below to arrange a refund or exchange.

EXCEPTIONS

The following items cannot be returned or exchanged:

• Custom or “made-to-order” products
• All Telescope Casual Orders
• Products marked “non-returnable” (unless damaged or defective) 
• Products that have been assembled or installed
• Bulk orders (6 or more of the same product)

QUESTIONS

If you have any questions concerning our return policy, please contact us at:

Phone: 844-966-4554

Email: support@pangaeapatio.com

Visit:  our Contact Us Form