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REFUNDS & RETURNS

30-Day No Question Asked Trial Policy

Policy Applicable To: All direct consumer purchases made via LuxPatio.com

1. Policy Overview

At LuxPatio, we stand behind the quality and craftsmanship of our products. To give you complete confidence in your purchase, we offer a 30-Day No Question Asked Return on all pergolas and outdoor structures. If you are not fully satisfied for any reason, you may return the product within 30 days of delivery for a full refund of the purchase price. We will waive all the surcharges, and you only have to pay for return shipping.

2. Key Terms & Conditions

Eligibility:

• Applies only to products purchased directly through LuxPatio.com.

• Product must be returned in original condition, including packaging and manuals.

• Customized or made-to-order products are not eligible.

Return Process:

1. Submit a return request via support@luxpatio.com within 30 days of delivery.

2. Our team will provide a prepaid return shipping label.

3. Once received and inspected, we will process your refund within 5 business days.

 Refund Details:

• Refund amount: Original purchase price minus return shipping costs

• Refunds will be issued to the original payment method.

 Non-Refundable Costs:

• Installation services (if purchased) are non-refundable once scheduled.

 

3. Why We Waive the Restocking Fee

At LuxPatio, we waive the 15% restocking fee because:

• We have absolute faith in our product quality and design, and we are confident that once you experience the craftsmanship and functionality of our pergolas, you will love them as much as we do.

• We prioritize customer satisfaction and trust—your peace of mind is more important to us than minimizing return costs.

• We want to eliminate every barrier to trying LuxPatio, making it effortless for you to invest in and enjoy a transformative outdoor living space.

This commitment reflects our dedication to delivering exceptional value and building lasting relationships with our customers.

MISSING ITEMS ON ARRIVAL

Please check the number of packages that arrive before signing the delivery note; the delivery note will clearly state how many parcels should be delivered.

If you notice that packages are missing on delivery, please write on the delivery note how many packages you received before signing the delivery note. Signing the delivery note without any comments indicates that your order was received as expected.

After writing your comments and signing your delivery note, please notify support@luxpatio.com within 48 hours of delivery, detailing the missing packages, with photos of all product labels on the packages you received.

We cannot accept claims for missing packages after receiving a signed delivery note stating that we delivered all packages.

INCORRECT PRODUCTS

If you receive products that do not relate to your order, please notify support@luxpatio.com within 48 hours of delivery, including photographs of all packages; photos must include all product labels on packages so that we can identify the issue.

Upon receipt, we will acknowledge your email and outline the process.

MISSING OR INCORRECT PARTS/PIECES

Before assembling your product(s), please ensure all required parts/pieces are present per the instructions. We can provide replacements; however, we cannot provide any refunds once you commence assembly.

Please notify support@luxpatio.com of any missing parts within seven days of delivery, detailing the part(s), part number(s) if applicable, and photos of the part(s).

We cannot accept claims for missing or incorrect parts/pieces submitted more than seven days after delivery.

Please note that this section relates to missing parts, not missing packages, as mentioned in the earlier respective section.

DAMAGED OR BROKEN ON ARRIVAL

Upon arrival, if you notice any damage to the boxes or product(s), please ensure you write this on the delivery acceptance form before signing it. Failure to record any visible damage may impact your ability to submit a claim or the amount of compensation for which you may otherwise be eligible.

If your order arrives with damaged or broken pieces, you must report it to support@luxpatio.com within 48 hours of delivery; please include the following information with your e-mail:

  • Full name on the order
  • Order number
  • Address
  • Description of damage with supporting photos or videos for each
  • Photos or videos of all damages and product and delivery labels on each package
  • Reason for cancellation over replacement

Upon receipt of your email, we will acknowledge your request and outline the process in accordance with our terms for canceling or replacing damaged product(s) in the sections below.

CANCELING THE ORDER

For cancellations relating to damages, if appropriate, we will collect the item(s) from you, and you will receive a full refund once the goods have been returned and inspected. We reserve the right to advise that you dispose of your product(s) with no subsequent collection if deemed appropriate.

You are responsible for taking reasonable care of the goods in your possession, including the packaging for return, to prevent further damage. The goods remain your responsibility until received by us.

We cannot accept returns for a refund for any incorrectly assembled item.

We cannot accept claims submitted 48 hours after delivery.

REPLACING PARTS OR PRODUCT(S)

For replacements relating to damages, if appropriate, we will collect the item(s) from you, and we will begin to process your replacement once the goods have been returned and inspected. We reserve the right to advise that you dispose of your product(s) with no subsequent collection if deemed appropriate.

You are responsible for taking reasonable care of the goods in your possession, including the packaging for return, to prevent further damage. The goods remain your responsibility until received by us.

We cannot accept returns for a replacement for any fully, partially, or incorrectly assembled item.

We cannot accept claims submitted 48 hours after delivery.

FAULTY PRODUCTS

If an item becomes faulty within the first ten days of delivery, do not use the goods, and notify support@luxpatio.com within 48 hours after the first ten days of delivery to inform us of the issue. Upon receipt of your email, we will acknowledge your request and outline the returns process. If an item becomes faulty after the first ten days, do not use the goods, and notify support@luxpatio.com as soon as possible.

Depending on the nature of the fault, we will work with you to reach an amicable solution. Incorrectly installing our product will likely lead to faults, and we cannot be held liable in this event. If parts become damaged post-installation, contact support@luxpatio.com before dismantling, as we require evidence of correct installation to process a replacement or return.

For replacements unrelated to installation issues, if appropriate, we will collect the item(s) from you, and we will begin to process your replacement once the goods have been returned and inspected. We reserve the right to advise that you dispose of your product(s) with no subsequent collection if deemed appropriate.

You are responsible for taking reasonable care of the goods in your possession, including the packaging for return, to prevent further damage. The goods remain your responsibility until received by us.

We cannot accept returns for a free replacement for any fault due to an incorrectly assembled item.

PRODUCT AND INSTALLATION MODIFICATIONS

Modification to any part or product and deviation from our installation instructions while assembling will void your warranty and our return policies.

RETURNS

We cannot accept returns or cancellations if you modify or damage the product(s) in any way, including but not limited to applying chemicals or paints to any surface.

While in your possession, you must keep any products you intend to return to us in good condition. Products must be returned in the same condition as they were delivered, and it is your responsibility to take reasonable care of these items. If products are delivered flat-packed, you must return them the same way, including complete disassembly.

You are responsible for taking reasonable care of the goods in your possession, including the packaging for return, to prevent further damage. The goods remain your responsibility until received by us.

Submitting a request to return does not affect your statutory rights.

Where applicable and approved, we typically process refunds within 10 days of receiving the product.

WHO PAYS FOR THE RETURN COSTS?

Return costs depend on the reason for return; if a product is incorrect, faulty, or damaged upon arrival, we will cover the return costs and the cost of delivering a replacement.

We do not cover return costs if you change your mind and choose to return your product(s).

REFUNDS

Once we receive your returned product(s), we will inspect your return to ensure there is no damage and it's in a resalable condition as a whole or in parts.

If your return passes our inspection, we will issue a refund for the original purchase price, minus delivery costs and a restocking fee of 15% of your original order value.

 

Contact Us

For questions or concerns regarding this return policy, please contact us here:

LUXPATIO INC

2605 Technology Dr, Ste 300,

Plano, TX 75074

Email: support@luxpatio.com