Returns, Exchanges & Refund Policy

Cancellations & Refunds

At Patio Haven Direct, we take pride in offering transparent and customer-friendly policies. You may cancel your order anytime before it ships — completely free of charge (exceptions apply for custom or made-to-order items).

If you have questions, please contact us at support@patiohavendirect.com or call [(520) 399-7853].

Cancellations (Before Order Ships)

If you need to cancel an order, please contact us as soon as possible. Orders canceled before shipping will be refunded in full.
Reach our support team during business hours at [(520) 399-7853], via live chat in the bottom right corner of our website, or email us anytime at support@patiohavendirect.com.

Cancellations of Custom Orders

Custom or made-to-order items cannot be canceled or refunded once production begins. These products are built specifically for your order specifications.
If you’re unsure whether your purchase qualifies as custom or made-to-order, please reach out to our team before placing your order.

➡️ All sales are final on custom-made and made-to-order products.

Refunds and Returns

If you’d like to exchange a product, we’re happy to help. Customers are responsible for all shipping costs related to returns and exchanges.
Due to increasing freight costs, any outright return (non-exchange) will incur a 25% restocking fee plus return shipping costs.

If you’re replacing your product with another item, we may be able to assist with some of the shipping costs depending on the product and circumstances.

Shipping Times

We work hard to get your order delivered as quickly as possible.

  • All orders are typically processed within  2-4 business days.

  • Delivery is generally 5–14 business days from dispatch.

While we aim for accuracy, occasional shipping delays may occur due to factors outside of our control. We appreciate your patience and understanding during these times.

Important: Please Read

When purchasing from Patio Haven Direct, you acknowledge and agree to the following:

  • You must inspect your package upon delivery. If damage is found, take photos and notify us within 24 hours of delivery.

  • You are responsible for the cost of return shipping and replacement shipping for any return or exchange.

  • Returned items must be unopened and unused. Additional restocking fees may apply.

  • Orders that have shipped are not eligible for a full refund.

  • If an order is returned after shipping, a 25% restocking fee plus return shipping applies.

Damages

Please inspect your package at delivery. If any visible damage is noticed, note it on the delivery receipt.
If your product arrives damaged, please send photos of the product, packaging, and SKU within 24 hours of delivery to support@patiohavendirect.com.
We’ll file an insurance claim on your behalf. Visible punctures or exterior damage must be reported within 24 hours to remain eligible for coverage.

Warranty

Warranty coverage varies by manufacturer. Please refer to individual product pages for details.
Warranty claims apply to defects or issues that arise from normal use — not shipping damage or misuse.
Damage not reported within 30 days of delivery is not considered a warranty issue.

Returns

Unless otherwise specified on the product page, customers are responsible for all return shipping charges or re-consignment fees due to customer error.
Every product we carry is backed by a manufacturer warranty to ensure you receive a fully functional product as advertised.

BOGO Promotions

In the event of a Buy-One-Get-One promotion, both items must be returned for a full refund.
If only one item is returned, a replacement or store credit will be issued for that item’s value.
If your order has shipped, you’ll be responsible for the return shipping and any applicable restocking fees. Refunds are issued only to the original payment method.

Chargebacks

Our team is here to help — we pride ourselves on fair, responsive customer care.
If an issue arises, please contact us before filing a chargeback so we can resolve it promptly and fairly.
Fraudulent chargebacks may be considered theft and pursued accordingly.

We’re committed to ensuring every Patio Haven Direct customer has a positive experience and receives the quality and service they expect.

Contact Us
📧 support@patiohavendirect.com
📞 [(520) 399-7853]

By shopping with Patio Haven Direct, you acknowledge and agree to the terms outlined above.