Return and Refund Policy

1. Overview

At Patio Air, we stand behind the quality of our products. This policy explains when and how returns and refunds are accepted for purchases made through patioair.com.

About Patio Air: Patio Air is an independent online retailer operated by Patio Air LLC. We curate and source a range of outdoor living, patio, backyard, and lifestyle products—including pergolas, gazebos, fire features, outdoor furniture, and related solutions—from trusted suppliers and manufacturers. Patio Air is not affiliated with or endorsed by the brands featured unless explicitly stated. This is a Direct from Manufacturer to Consumer program — shipping and delivery are serviced by the manufacturer or supplier directly. Product details have been supplied by the manufacturer and may be hosted by a third party.

Summary

• Region: United States
• Return window: 30 days from delivery. Damage, defects, or incorrect items must be reported within 7 days of delivery.
• Return eligibility: Accepts returns for 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 non-defective returns
• Shipping offer: Free standard shipping on eligible orders over $100 (before tax, after discounts); orders under $100 are charged a $60 flat-rate shipping fee

2. Contact Information

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

• Email: info@patioair.com
• Phone: 1-458-218-7869
• Address: Patio Air LLC, 5441 S Macadam Ave Ste R, Portland, OR 97239, United States

Hours: Monday to Friday, 9 AM to 5 PM PST

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 or issue was reported within 7 days of delivery
• The product is returned within 30 days of delivery
• 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.

Note for Freight Items: Many of our products (pergolas, gazebos, fire tables, and similar large items) are shipped via freight carrier. We strongly recommend fully inspecting all packaging and components within 7 days of delivery, as these items may require partial assembly before damage can be identified.

5. Return Shipping and Fees

Return shipping (non-defective returns): Customer is responsible for return shipping costs for approved non-defective returns. Returns may be directed to the originating manufacturer or supplier warehouse.

Return shipping (defective/damaged/incorrect items): If your return is approved due to damage, defect, or incorrect item reported within 7 days of delivery, we will provide a prepaid return label or arrange pickup where applicable.

Restocking Fee: Approved non-defective returns 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 may not incur a restocking fee.

If you send an item back without prior approval or without following our return instructions, we may not be able to process the return or reimburse any 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 within 7 business days after approval
• If you prefer, we can send a replacement item instead of a refund (subject to availability)

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:

• Items where damage, defects, or incorrect shipment was reported after 7 days of delivery
• Items damaged due to misuse, neglect, improper installation, or weather exposure after delivery
• Custom-made or special-order items built to customer specifications
• Items that have been installed, assembled, or permanently modified
• Gift cards and downloadable digital items

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. Shipping Offer

We offer free standard shipping on eligible orders over $100 (before tax, after discounts), where available. Orders under $100 are charged a $60 flat-rate shipping fee at checkout.

• Some oversized or freight items may have special shipping requirements disclosed on the product page or at checkout
• Shipping timelines shown at checkout are estimates and may vary based on supplier availability and carrier delays

11. Legal Rights

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

12. Changes to This Policy

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