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Returns

We know it can be hard to determine if something is the right fit from a few pictures online, that's why we're happy to take returns on most orders within 30 days of receiving the product. Below you will find the steps to our returns process, along with frequently asked questions.

Eligible for Return

1. Items received within the last 30 days

2. Items in their original condition, uninstalled and unaltered.

NOT Eligible for Return

1. Made-to-order, custom, or special-order items.

2. Close-out and clearance items.

3. Non-standard finish and lamping options.

4. Small parts and accessories (e.g. bulbs, down rods, extra chains, Palm Fan Blades, etc.)

Return Shipping Options

Option One: Pre-Generated Label

We provide a pre-generated shipping label; a 10% return fee will be deducted from your refund. Please Note: This option is not available for items shipped via Freight Truck or for items shipped to Hawaii, Alaska, or Canada.

Option Two: Customer Arranged

You arrange return shipping with the carrier of your choice, at your expense. Please note: We do NOT reimburse for any shipping fees incurred.

Important: To ensure a speedy replacement, please make sure the following conditions are met.

  1. You must submit a return request to Patio Heat and Shade within 30 days of receiving the product. All return requests after 30 days will be denied and closed.
  2. All merchandise that is returned must have an RGA number.
  3. Merchandise must be in its original carton, including all packaging materials and accessories, and have no markings or writing on box.
  4. Merchandise must not have been installed or altered in any way, including cutting or clipping wires.
  5. No returns will be accepted for any large quantity orders, custom products and special orders, or large project quotes.
  6. No credit will be issued for any shipping costs (including expedited shipping fees or shipping charges to Alaska or Hawaii).
  7. We will not be held responsible for any labor costs, which occur as the result of the installation of wrong or defective parts.
  8. No returns will be allowed for clearance or closeout products, except for damaged or defective shipments.
  9. Returns made outside of this stated policy may be subject to shipping and restocking fees depending on the situation.
  10. No returns on bulb or part orders.
    1. Heaters
      1. Infratech controls are custom and are non-returnable.
      2. Infratech custom built panels will incur a 25% restocking fee with re-order of a new panel (panels include: Main Control Panel, Relay Universal Panel and Home Management Panel).
      3. Any powder coated unit is made to order and is non-returnable. Call to confirm.

Requesting a Return

Step 1

You first need to look up your order number and file a return request. After filing your request, we will provide you with instructions via email. In many cases, instructions will be sent within 24 hours, but some brands may take up to 5 business days to issue the RGA (return authorization) number, and then we will email you the return instructions.

Once you receive an RGA number, you will then be able to choose whether you want the pre-generated label or use your own carrier to ship it back.

Step 2

After reviewing the instructions provided to you, prepare your products for shipment by making sure the merchandise is in its original packaging. Products that have been installed or altered are not eligible for return. Please read the conditions list below for further details.

Step 3

Once your product is ready for shipment, you can take it to a local carrier facility and drop it off if using one of our return labels (usually FedEx). If shipping the item back yourself, we require a trackable method (UPS or FedEx). Please ensure that the "RGA" number provided with the instructions is on the return label (please do not write on the actual box). Please provide us with the tracking number of the shipment using our Customer Helpdesk

Step 4

Once the merchandise is received back at the warehouse, it will be inspected. Upon inspection approval, you will be refunded and notified via email. We estimate credit will be issued within 5-10 business days from the day the item is received back.

F.A.Q.

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