Returns & changes
Returns, cancellations and changes on outdoor orders
Review before committing
Measure twice before the patio order goes in.
Check the curb strip, the frame color and the count before you send, since stock returns carry a restocking fee and freight both ways. Custom outdoor lines cannot come back once we confirm them.
The terms below govern changes and returns. Contact the team with the order reference and the item involved before taking action, and retain the written response with your order record.
Read ordering stepsFrom the furniture collection
Order a sample before you order sixteen chairs. It is the cheapest return policy there is.
Cancelling
To cancel, put it in writing while the order is still waiting: before production starts and before anything is packed. Past that point, you are into returns.
Stock pieces
Standard stock items can come back. The restocking fee is 35% of the returned value. The same 35% applies when a packed stock item is cancelled before it ships. Freight is yours both ways.
Run the numbers before you decide. Fifty stock chairs at $120 each is $6,000 of furniture, and sending them back costs a $2,100 restocking fee, before a single mile of freight in either direction.
Only unused pieces in their first cartons qualify. Packing and palletizing are on you. A damaged return earns no credit. Wrap it as well as it was wrapped coming in.
Custom pieces
Custom work is final once confirmed. That covers fabric not on the listing's options, a finish or stain ordered specially, and any size or shape beyond the standard range. These items take longer to make, and they cannot be cancelled or returned. Check the swatch, the size and the count before you approve the confirmation.
A refused truck
Refusing a shipment for any reason other than carrier damage turns it into a return. You get billed for both legs of freight, plus the restocking fee, plus any added carrier charges. If the truck shows up with damage, write it on the bill of lading and use the receiving routine on the delivery page instead.
Changing an order
Once confirmed, any change to count, options or delivery waits on our written OK and can carry freight and restocking costs. Custom lines on the production floor stay exactly as ordered. Spot the extra two-top early.
Partial returns
A return does not have to be the whole order. Send back six of forty stock chairs and the 35% fee is figured on those six alone, on their value. The rest stays on the patio.
Trip damage is a different matter. A chair that arrives cracked is a freight claim, not a return, and the clock is short: 24 hours for damage hidden in a carton, three days for a short count or a defect.
How to ask
Email sales@outdoorrestaurantfurniture.com. Name the order reference and the site, list the lines and quantities going back, and say why. Start the subject with ORDER. Nothing ships back until you have our written reply with the instructions. Hold on to the original cartons until every piece is out and you are happy with it, since a return without them does not qualify.
Before it gets this far
Most returns start with a color that looked different on screen or a size that did not fit the strip. Free swatches and top samples from the samples page settle the first. The planning reference and an outdoor plan settle the second. A defect that shows up after delivery is a warranty question, not a return.