The Haven Guarantee

Backed by our Haven Guarantee, every purchase is protected with care and integrity. Because creating your perfect outdoor haven should always feel effortless and worry-free.

Cancellations & Refunds

You may cancel your order anytime before it ships for a full refund.

Once your order has shipped, standard return and restocking fees may apply.

Custom or made-to-order items cannot be canceled once production begins.

📩 Need help? Contact us at support@patiohavendirect.com or call [your phone number].

Cancellations (Before Order Ships)


If you need to cancel an order, contact us as soon as possible so we can process your refund before it leaves the warehouse.

Reach our support team during business hours by phone or chat, or email us anytime.

Refunds & Returns

Exchanges are allowed; however, you’re responsible for all return and replacement shipping costs.

Outright returns will incur a 25% restocking fee + return shipping costs.

If you’re exchanging an item, we may be able to assist with some costs depending on the product.

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Custom Orders

Custom and made-to-order products are created specifically for you and cannot be canceled or refunded once production starts.

These items are final sale but covered under the manufacturer’s warranty.

If you’re unsure whether your order is custom, please contact us before placing it.

Damage On Delivery

Inspect your order immediately upon arrival.

If you notice damage, take photos and report it to support@patiohavendirect.com within 24 hours.

We’ll file a claim and work to replace or repair your product quickly.

Warranty

Warranty coverage varies by manufacturer. Please check individual product pages for details.

Warranties cover manufacturer defects, not shipping damage or misuse.

Damage not reported within 30 days is not considered a warranty claim.

Returns Policy

Unless stated otherwise, customers are responsible for all return shipping and re-consignment fees caused by customer error.

All products are backed by a manufacturer warranty guaranteeing a fully functional item upon delivery.

BOGO Promotions

In Buy-One-Get-One promotions, both items must be returned for a full refund.

If one item is returned, you’ll receive a replacement or store credit for that item’s value.

Refunds are issued to the original payment method only.

Chargebacks

Our team is always here to help — please reach out before filing a chargeback so we can resolve any issues quickly.

Fraudulent chargebacks will be considered theft and handled accordingly.