Returns & Refunds

We hope you to be happy with your purchases, however we do understand that on occasion things aren’t right and you may like to return something to us.

We offer a 14 day returns policy, which takes effect on the day your order is delivered.

When you return an item, please make sure that the item you’re returning is unused and in its original condition that you received it in. This includes in the items original packaging with all tags and labels to be intact. If your returned item does not match our returns criteria, we will contact you. If you are unsure about the condition of your returned item, please get in touch with us first.

After the 14 day returns period we cannot offer returns, unless the item is faulty.

Patio lifestyles Ltd’s returns policy is in addition to the Consumer Rights Act 2015.

Frequently asked questions asked about returning an item

Can I return an unwanted item?

If you have received an item that you have ordered and you no longer require it, you have 14 days to notify us that you want to return it. You will then be given another 14 days to make sure the returned item is received by us. To receive a refund, you mut make sure that the items are in their original, undamaged packaging.

How do I return an item?

Before you can send your items back to us, we will need to create a Returns Authorisation for your order. Please contact us by emailing customerservice@patiolifestyle.co.uk, Please include your order number and the item(s) that you would like to return and await further instructions.

Who covers the cost of returning an unwanted item?

If you would like to return an item back to us because you no longer want it, the costs incurred are the responsibility of the purchaser. It is essential that the items to be returned are sent on a tracked delivery service. We will not be held responsible for any goods where a proof of delivery cannot be provided.

Where do I return my items to?

Once you have contacted us, we will send you the address located on the returns authorisation that we will send you.

How long will my refund take?

We will only process refunds once we have received your returned item(s) at our warehouse.

We will allow up to 14 days from date of delivery of the returned items to fully inspect for any damages or faults. If we are satisfied that the returned item(s) is in good condition, are in their original undamaged packaging and in a saleable condition, we will issue a refund. The refund will be issued to the original method of payment which was used when the order was placed.

We will action the refunds immediately. However, it may take up to 5 working days to appear in your account.

Please note:  The buyer is responsible for delivery costs for parcels to be returned.

Returns Policy

Delivery discrepancies:

Discrepancies should be reported as soon as reasonable after the delivery has been made, preferably within 24 hours from delivery. If the packaging appears to be damaged upon delivery, we recommend that this is noted to the driver and noted on the delivery note before you sign.

Missing Items:

Upon delivery. If an item appears to be missing or appears to not have been delivered, we request that you notify is as soon as you can, preferably within 24 hours of initial delivery. We will not be held responsible for any missing items that you have agreed the delivery to be left somewhere without signature

Upon assembly. If it appears that a part is missing from an item. Please get in contact with us. We will need a description of the part or part number (if applicable) and  the name of the product along with your order number.

For both instances above, replacement items will be despatched as soon as possible.

Faulty Goods:

We request that any damaged goods must be reported to us as soon as possible, preferably within 24 hours after receipt of delivery. It is the recipient’s responsibility to check for any damage that has been obtained to the goods in transit and this should be indicated on the delivery note.

Unfortunately, if there is no indication of any damages on the delivery note, we will be unable to claim from our carriers for any damage and we will be unable to replace the damaged item. You must report the fault to us including a full description of the suspected damage/fault. If it is deemed to be a manufacturers fault or to have occurred during a manufacturing process, we will replace the faulty item or part with no charge.

If damage has occurred during transit, we will replace the item or part with no charge. If an item is lost in transit, we will replace the item with no charge.

For instances where we have acknowledged the damage and the damage is substantial enough to become granted with a refund against your order, we are under no obligation to collect the item and we may request that its disposal is made by you.

When acceptance of an order takes place, the consumer loses the right to reject the goods, within 14 days, unless the item has been altered or use of the item continues after a complaint is registered with us.

Our stock is high quality and with the correct use should not incur any problems other than general wear and tear after time.

A consumer has no rights in respect of defects that are bought to his/her attention before the sale. A consumer cannot claim for damage he/she causes either by neglect or misuse.

Unwanted Goods/Wrongly Ordered:

If you receive unwanted goods or have received wrongly ordered goods, please contact our office within 14 days from delivery, if you wish to return the item(s). Should you want to return an unwanted item. Please contact us by email to customerservice@patiolifestyle.co.uk within the cancellation period.

When an item(s) is/are no longer wanted or incorrectly ordered. The customer is responsible for the payment to return the item(s). All goods to be sent back are to be returned with their original packaging and in the same condition as they were delivered in.

In this situation, you have a statutory duty to take care of the goods whilst in your possession and to make sure Patio Lifestyle Ltd receive the goods undamaged and in undamaged original packaging.

Refusal of Delivery:

If you refuse delivery of an order, you will be subject to a return admin/cancellation fee deemed reasonable in accordance with the order. You will also lose the initial postage fee that covers administration costs of despatching the goods. These fees will be deducted from the refund amount which shall be issued once the goods are received back in our warehouse.