Damaged or Defective Items
If your order arrives at your door damaged, broken or defective, we will either replace the broken parts if possible or ship out a complete replacement at our expense.
Requests for replacement parts will be processed as quickly as possible.
Please be aware that custom made items are not eligible for return. This includes any item made to a custom size or color specifically by request as well as furniture that is not stocked and custom made at the time of order (such as all our redwood furniture) If an item was built to your specifications, for example you needed a park bench 7.5 Ft long and we had one made for you this would qualify as a custom built item. If an items was engraved for you or a plaque was installed, this would also count as a custom item.
If you simply want to return an item because you changed your mind or decided to go with something else, we fully understand that can happen sometimes. However please keep in mind shipping costs are not refundable. Once an order has been shipped, the shipping fees are the customer's responsibility, for any reason, for returns that are not related to a damaged or defective product. This includes the original cost to ship the item to the customer.
Returns must be made within 30 days of receipt, and we will gladly credit, exchange, or refund the purchase price of that item, less any shipping or handling costs, except for products that were assembled, modified, custom made to order, or excluded for return by the manufacturer. When shipping is included in the product price as is all our products marked "Free Shipping",it's not actually free for us to ship so these shipping costs must be deducted from your refund. Also some of our products carry a manufacturer restocking fee of up to 30% which would be deducted from your refund.
For example if a bench was bought for $300. Even though it was "free shipping", it was not actually free for us to ship. We did incur a cost and can not be expected to take a loss because someone changed their mind. If it cost us $50 to ship the bench, then the amount you would be refunded would be minus the original $50 to ship, minus the shipping charge back to the warehouse and any applicable restocking fee. All returns are subject to up to a 30% restocking fee and must be returned within 14 days after receiving the item. Many items we carry ship direct from the manufacturer, so the restocking fee is up to them and the policy varies from manufacturer to manufacturer.
The returned product must be in new and unused condition, in the original box with all the documentation, parts and accessories to insure full credit. "New and unused" means sale-able condition, not dirty and not washed. We cannot accept returns for items with indications that it has been used.
Canceling Your OrderYou can cancel your order at no cost prior to production, if being custom made to order, or if a stocked item has not yet been shipped. Once an item has shipped, all shipping and handling expenses including the original ship to expense and return shipping are not refundable. If you refuse delivery after shipping, please keep in mind that your purchase will then be subject to this Return Policy and specific Manufacturer return policies. Refunds for items returned within thirty days of the purchase date will be credited in the same form as the original payment type. Refunds for items returned more than thirty days after the purchase date will be in the form of a credit redeemable on your next purchase.
The returned product must be in new and unused condition, in the original box with all the documentation, parts and accessories to insure full credit. "New and unused" means sale-able condition, not dirty and not washed. We cannot accept returns for an item with any indications that it has been used. Please be aware that custom made items can be returned.
Credit and Return Time
Please give us some time to process your return/exchange. Depending on ship method and location it can take 3 to 10 business days for us to receive the returned or exchanged product back from you. Within 72 hours of receiving the item back in our warehouse, you will receive an e-mail that reflects that your credit card has been credited.
All refunds granted are for the purchase price of the product only and can only be issued to the credit card used at purchase.