Return and Refund Policy

Updated: June 17, 2025

We hope you are always happy with your purchase from Patio & Pizza Outdoor Furnishings. We ship all orders in perfect condition so they should arrive to you in the same condition.  However, if you are dissatisfied with your purchase for any reason, please let us know so we can help make it right. 

This policy covers:

• Damaged or missing items
• Returns for non-custom items
• Custom-made items
• Cancellation rules
• Refund processing and restocking fees

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1 | Damaged or Missing Items

• All orders must be checked for damage or missing items within 2 days.
• If damage occurred during shipping, it must be noted on the driver's paperwork.
• If you do not contact Patio & Pizza during the first 2 days after delivery, it is assumed that all items have been received without damage.  Replacements cannot be sent if notification hasn't occurred within 2 days after delivery. 

2 | Return Policy

• We allow you to return non-custom new, unused, and resalable items in their original packaging within 30 days of delivery for a refund MINUS the original and return shipping costs incurred by Patio & Pizza. You will also be responsible for any stocking fees from the manufacturer.
  EXCEPTION: Pizza oven covers and chimneys cannot be returned.  Please ensure the measurements are correct before ordering a cover or chimney.
• If your return is because of our error, you are not responsible for the shipping costs.
• Since most large products are expensive to ship, it is important to measure your outdoor space and order your products accordingly so you order exactly what you need and do not need to incur return fees.
• If you received FREE BONUS ITEMS with your purchase, you will be refunded the order amount minus the bonus item cost.

3 | Return Condition

Once we determine a return is possible, the returned product must be in the original shipping crates or packaging from the factory. If the returned item is not shipped in the original factory crating, the shipment will not be taken back at the factory and a refund will not be given.

4 | Custom or Made-to-Order Items

Custom or built-to-order products are not eligible for return. Please ensure that you have consulted with Patio & Pizza and/or your contractor or architect before ordering to ensure you are receiving the proper item.

5 | Cancellation Policy

We work very quickly to get your order processed and any custom orders in the works.  Because of this, cancellation windows are limited depending on the type of order. Please review the details below for in-stock, long lead time, and custom-made items.

1. In-Stock and Ready-to-Ship Items:

   These items are already in our warehouse and are prepared for shipment immediately after an order is placed. Payment is captured after shipping arrangements are made.

   • Before we're able to capture the payment: Orders may be canceled at no cost.
   • After payment is captured, while items are still at the warehouse, orders may be canceled, but a refund will be issued minus the processing fees (CC/PayPal/Amazon fees: 2.9% + 0.30).
   • After payment is captured and items are on their way to you, we can no longer stop the shipment. Therefore, cancellation no longer applies. You may check with us if a return is possible.

   Payment processing fees charged by third-party providers are non-refundable.
   

2. Back-ordered / Long Lead-Time Items:

   These items are not in stock and require extended lead times. Before payment is captured, we will contact you to confirm availability and the expected delivery time.

   Once you approve the lead time, payment will be captured to secure your order. This ensures your plcae in the queue and your order will be prioritized once it arrives.

   • If you cancel after the payment has been captured, you will receive a refund minus a 5% order cancellation fee. The 5% acts as a reservation fee for allowing us to hold your item and move forward with your order.
3. Custom-Made Orders:

   Custom and made-to-order items are created specifically for you. These orders cannot be canceled or refunded once payment is captured, regardless of lead time.

6 | Restocking Fee

A restocking fee of 20% may be assessed on any non-custom item returned or exchanged.

7 | Refunds

• Any refunds will be issued back to the original credit card used in the transaction if the product is returned in perfect condition. 
• If the return is due to a defective product or you received an incorrect item, we will first work with you to resolve the issue or get the item replaced in which case we will pay the return shipping costs. 
• If the return is not due to damage, you will be responsible for the original and return shipping costs. The initial cost of the initial shipping and the handling fees will be deducted from the refund.
• All returned items must be unused, in new condition, and in their original packaging including all hardware and instructional components. Items are also subject to a restocking fee.
• We can not accept items that are not in their original condition, are damaged or are missing parts. Any returned item deemed not to fall within the preceding criteria will be returned, with no credit issued, at the customer's expense.
• All approved returns that do not fall under product defect or shipping damage will be refunded minus all associated costs, including original and return shipping, restocking fee, and non-refundable payment processing fees (2.9% + 0.30).
• All returns are required to have a Return Authorization Number issued within 30 days of the date of delivery unless otherwise stated on the item's page. Once the Return Authorization Number is acquired, you have 7 days to return the item(s).  
• Once we have processed your return, we will issue a credit to the credit card you used to make your purchase from us. You should expect to receive your refund within 7 business days after we have received your return. It may take your bank a few days to post the refund to your account. We'll notify you via e-mail of your refund once we've received and processed your return.

8 | Procedure to Return an Item

To request your Return Authorization Number, please follow these steps:

1. Contact us for a Return Authorization
2. You will receive a Return Authorization Number via email. Write this RMA Number on the return package to avoid delays with your refund
3. Please send the item you wish to return, along with a copy of the original invoice or packing slip to the address we provided in your RMA email

If you have any questions, please contact us CustomerService@PatioandPizza.com

9 | Refused Orders

If you legitimately ordered from us and then refuse receipt of an item when delivered by UPS, USPS or any other carrier, credit will be issued for the item, minus the initial shipping, return shipping, and a restocking fee.