Return Policy
We aim to support our customers with all returns issues however our cancellation and return policy varies slightly between our many varied product ranges and bulky items as set out below:
General Cancellation and Returns Information:
These general terms and conditions apply to all purchases from The Patio-Life Ltd website unless specifically expressed in the product specific return as laid out below
Cancelation of order: Under UK law you have 14 days to return your order from date or purchase as long as the item is unused and has not been opened and in its original packaging. If you wish to cancel your order please e-mail your details and order reference to info@patio-life.co.uk or call 02922362398 within 48 hours of purchase and supply photos to Patio Life of the item in an unused and in original packaging condition.
Any order cancellation must be confirmed by email prior to despatch and once despatched, (please be aware items leave suppliers and go to a logistics warehouse where it can take a further 14 days for delivery due to the logistics backlog in the UK) the returns policy is as set out below in for the various product categories. If customer cancels order once despatch has taken place the customer will need to pay for the delivery and return logistics costs of the item.
So as to comply with the UK Consumer Contracts Regulations, the cardholder or customer is liable for all delivery and return shipping costs under this right, please contact our team for advice if you wish to exercise this right.
Unless confirmed in writing from Patio-Life Ltd, all orders must be paid for before delivery. In the event of a custom made item being ordered, this must be paid for in full prior to delivery. Any shortage of payment will result in the products not being dispatched and Patio-Life Ltd reserves the right to charge associated costs incurred in time, carriage (including aborted deliveries).
Change of mind after delivery: In the event if the customer changes their mind once item is received you have a standard 14 day cooling off period to return your item only if unopened, unused. The cooling off period only exists if the customer changes their mind and does not use, construct, open packaging, if any of these areas are breached the 14 day period does not apply and Patio Life can not accept a return under Change of Mind policy.
Damages and issues (Defective Products)
Please inspect your order upon receipt and contact us immediately if the item is defective or damaged or if you receive the wrong item so that we can evaluate the issue and make it right. For Our Defective products return is full free shipping. This means your shipping fee is GBP 0.00 and the Re-stocking fee is GBP 0.00.
For your responsibility (Customer Remorse)
Please inspect your order upon receipt and contact us immediately if the item that you purchase by mistake doesn’t need any more or if the wrong products are so that we can evaluate the issue and make it right. For your remorse products, you have to bear a certain amount for return shipping. You will bear the Actual cost of return shipping. The Re-stocking fee is GBP 0.00.
All returns: All returned / exchanged products (including the boxes) must be in their ORIGINAL CONDITION i.e. NOT USED, ALTERED, CONSTRUCTED or DAMAGED in any way, and must be in their ORIGINAL PACKAGING and do not WRITE ON BOXES. The customer is responsible for all returns condition and carriage and MUST take a picture of the undamaged box / packaging and forward it with Order number reference to (info@patio-life.co.uk). If a picture is not received of the undamaged item / packaging then this may alter your rights for refund and could result in non refund. If items return back to us in a damaged or used condition then the customer will not be refunded for the item. Goods must also be suitably packaged with no missing support packaging inside any boxed packaging. Customers are advised to obtain proof of return postage and complete a ‘certificate of postage’ form before returning item. Responsibility of the goods remains that of the customer until safely received by Patio-Life Ltd or Patio Life partners / wholesalers and Patio-Life Ltd accepts no liability for goods lost or damaged in transit back to our warehouse if returned by a customer.We cannot guarantee to replace or repair items which have been signed for in good condition or ‘unchecked’ and are later found to be damaged. For further details please see our Terms and Conditions.
Damaged item: Should an item arrive damaged, please take a picture of the box / packaging if arrived damaged prior to opening your package. If items inside are damaged, please take a picture of damaged parts prior to construction of product if self assemble applies. The customer must inform Patio-Life Ltd in writing within 2 working days of receipt of delivery if damaged. After a delivery has been delivered for 48 hours Patio Life do not take responsibility for damage to items if not communicated to Patio Life either by phone, email (info@patio-life.co.uk) within a 48 hour period. All Patio Life courier deliveries will take a picture of the item at point of delivery as proof of sound postage and delivery by Patio Life.
My item is damaged on delivery and I want a replacement: First of all take a picture of damaged box prior to opening package, then take pictures of any damage to item and immediately contact us and send pictures and customer order number reference to info@patio-life.co.uk. If customer receives damaged items but the customer wants a replacement, Patio-Life Ltd will do all they can to replace the item like for like if the product stock is available. High demand does not always mean products are always in stock which could limit replacement and delivery times. Patio Life will then advise the customer if they are to return the damaged goods for exchange (in which case we will advise for return and the appropriate cost we will reimburse) or if we are to arrange an exchange via our courier. All damages / defects must be reported within 1 working day from the date of delivery. If customer is returning any damaged goods please follow ALL returns section!
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