Return and Refund Policy

Effective Date: 2026-04-02

1. Overview

PatioResortCo is owned and operated by LuxMart Exclusives LLC. We stand behind the quality of every product we offer. This policy explains when and how returns and refunds are accepted for purchases made through patioresortco.com.

To fulfill your order, we work with a network of trusted suppliers and fulfillment partners. As a result, delivery timelines may vary depending on the fulfillment partner handling your order. Estimated delivery windows are provided at checkout and in your order confirmation email.

Orders placed before 2:00 PM PST on business days are processed the same day. Orders placed after 2:00 PM PST or on weekends and holidays are processed the next business day.

Summary

  • Region: United States
  • Return window: 30 days from delivery
  • Damage reporting window: 7 days from delivery
  • Return eligibility: Accepts returns for both defective and non-defective products if they meet policy conditions
  • Return shipping: Customer is responsible for all return shipping costs
  • Outbound shipping: Free on orders over $100. A flat $60 shipping fee applies to orders under $100.
  • Restocking fee: 25% of the product price for approved non-defective returns

2. Contact Information

To start a return or report damage, contact our customer service team:

Hours: Monday to Friday, 9 AM to 5 PM PST

3. Eligibility for Returns

Returns are accepted under the following conditions:

  • The item arrived damaged, defective, or incorrect
  • The customer wishes to return a new, unused item within the policy window
  • Damage or issues are reported within 7 days of delivery
  • The product is returned within 30 days of delivery
  • The item is unused and includes all original packaging and accessories

Items must be in new, uninstalled condition. Used or installed products cannot be returned unless defective upon arrival.

4. Reporting Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, contact us within 7 days of delivery. Please include:

  • Your order number
  • Photos clearly showing the damage or issue
  • A brief description of the problem

We will review the information and, if approved, provide return instructions.

5. Return Shipping and Fees

Return Shipping Costs: The customer is responsible for all return shipping costs. We do not provide prepaid return labels. We recommend using a trackable shipping method, as we cannot be held responsible for items lost or damaged in transit during the return.

Please ship the item within 7 days of receiving return approval. Returns shipped after this window may not be accepted.

Restocking Fee: All approved non-defective returns are subject to a 25% restocking fee based on the product price. This amount will be deducted from your refund total. Exchanges for the same item are not subject to a restocking fee. Returns of defective or incorrect items are not subject to a restocking fee.

6. Outbound Shipping Costs

Shipping costs for your original order are as follows:

  • Orders over $100: Free standard shipping
  • Orders under $100: Flat rate of $60

Outbound shipping fees are non-refundable. If you return an item, only the product price (minus the restocking fee where applicable) will be refunded. Original shipping charges will not be returned.

7. Refunds and Replacements

  • After receiving and inspecting your returned item, we will confirm whether a refund or replacement applies
  • Refunds are issued to the original payment method within 7 business days of approval
  • If you prefer, we can send a replacement item instead of a refund

8. Exchanges

We accept exchanges for both defective and non-defective products, provided they meet the return conditions above. Replacement items are shipped once the returned item is received and approved.

9. Non-Returnable Items

We cannot accept returns for:

  • Items reported after 7 days of delivery
  • Items damaged due to misuse, improper installation, or neglect
  • Personalized or custom-made products
  • Items that have been assembled, installed, or used
  • Gift cards

10. Cancellations

  • Orders may be canceled before shipment for a full refund
  • To cancel, contact us before 2:00 PM PST on the day the order was placed
  • Once an order has shipped, cancellation is not possible. You must follow the return process outlined above.

11. Legal Rights

This policy does not affect your rights under applicable U.S. consumer protection laws.

12. Changes to This Policy

We may update this policy from time to time. Any changes take effect upon posting to this page.

You may also review our other policies here:

PatioResortCo (operated by LuxMart Exclusives LLC)
support@patioresortco.com
818-446-6002
9410 Via Patricia, Burbank, CA 91504, United States