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Replacements
On occasion, you may receive a damaged or defective product. Whenever this happens, just let us know and we'll make sure to get you a replacement as quickly as possible. Below, you'll find the steps to our replacement process, along with frequently asked questions. If you're ready to initiate your replacement request or wish to view our return policy, follow the links below.
Important: To ensure a speedy replacement, please make sure the following conditions are met.
1. You must submit a replacement request to Patio Heat and Shade within 30 days of receiving the product for any shipping damage.
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.
Requesting a Replacement
1. You first need to file a replacement request here or login to your account and go to the "My Orders" section. After filing your request, we will review it. Replacement requests sometimes require us to verify the specifics of the damage or defect, so one of our customer service agents may need to contact you for more information. Once we've assessed what is needed to resolve your replacement request, we will send out the appropriate replacement(s) as quickly as possible. If the original item is required back, we will email you with return instructions and prepaid return labels so that you can send back the damaged or defective merchandise.
2. If you are NOT required to ship your damaged product(s) back, go to STEP 4. If you ARE required to send your product(s) back then prepare your products for shipment by making sure the merchandise is in its original packaging. Apply the prepaid labels provided in your instructions.
3. Once your product is ready for shipment, you can take it to a local carrier facility and drop it off with the prepaid labels on the box (the label will specify the carrier). Please ensure that the "RGA" number that was provided with the instructions is on the return label (if it isn't there, please add it to the label - please do not write on the actual box).
4. Your replacement request will be processed immediately at no charge. You will get updates via email from us once the replacement request is confirmed and shipped, including tracking information once shipped.
F.A.Q.
Should I refuse delivery if my merchandise appears damaged on the outside?
What does your replacement policy cover?
What is an RGA Number?
Accordion TextWhat happens if the product I need replaced is discontinued?
How long until I receive my replacement?
What do I do if the original packaging is too damaged to ship back?
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