Shipping & Returns
HOW LONG DOES IT TAKES TO SHIP TO MY CUSTOMERS?
The estimated delivery time frames are:
- For customers in VIC, approximately 4 – 6 working days;
- For customers in NSW, SA, ACT, approximately 5 – 10 working days;
- For customers in QLD, NT,WA and TAS, approximately 8 – 12 working days.
Due to COVID Delivery Time Frames are impacted
Processing Time (Dispatch from Store)
- For customers in VIC, approximately 2 – 5 working days;
- For customers in NSW, SA, ACT, approximately 3 – 5 working days;
- For customers in QLD, NT,WA and TAS, approximately 3 – 6 working days.
Delivery Time frames (Vary based on Delivery Partners)
- For customers in VIC, approximately 5 – 7 working days;
- For customers in NSW, SA, ACT, approximately 7 – 10 working days;
- For customers in QLD, NT,WA and TAS, approximately 7 – 10 working days.
Due to the limited access of our carriers, there are certain postcodes that we are unable to deliver to. Please refer to the list below for more details.
|WA||6740||PRINCE REGENT RIVER|
|NSW||2641,2717, 2831, 2898, 2899|
|QLD||4184, 4421,4450-4499, 4680, 4700-4805, 9920-9959|
|QLD||4806-4899, 4900-4999, 9960-9999|
We try our best to include all the undeliverable postcodes on the list, however, there are still a few postcodes that are undeliverable for some SKUs. If the postcode is not on the list, please check if the SKU can be sent to the suburb with the postage query bar on the product page. The extra shipping fee will be added to the order directly if the order can be delivered with an extra shipping fee. Those orders with no shipment service will be cancelled and refunded automatically with email notification. Please kindly contact your account executive for more information if you need the item to be delivered to the remote areas to ensure your order could be processed successfully if the extra postage can not be obtained by the postage query bar.
PLEASE NOTE: no exchanges or returns are offered for sale items.
We reserve the right to refuse a returned items if the items do not comply to our returns policy. Refused items will be posted back to you and additional postage will be charged. We accept no responsibility for returns that are sent by non-traceable postage methods and are not received. Unfortunately without the items we cannot issue an exchange or refund. We strongly suggest you send your returns using a traceable method.
Warranty & Return
Patio Furnishings generally offers a 12-month warranty on all products, unless stated otherwise.
You are required to notify Patio Furnishings within 10 working days in the unlikely event that the item arrives damaged or faulty. In addition to a detailed description, you are required to provide images (or a short video clip if more appropriate) of the damage in order to proceed with the warranty process. Once assessed and approved by our customer service team, you will be contacted to proceed with the return, refund or replacement process. Please do not attempt to return the item without our approval.
To make a claim, you must provide us with a copy of your tax invoice or any kind of proof showing that you purchased the item from us. You need to also describe the problem precisely and provide evidence to support your claim, and state whether you are requesting a replacement, repair, refund or credit.
Refund generally takes up to 3-4 working days to process and will notify you once the refund has been processed. However, please allow an additional 5 working days on top for your financial institution to process it.
A refund or replacement will not be provided if products are being misused, mishandled or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers.
Faulty or Damaged in Transit Products:
- Send an email including pictures or video of the product received demonstrating the fault (If applicable, also include the manual with the part needed circled and inform the quantity). Also provide a brief explanation of fault and what the customer would prefer in the way of compensation or replacement parts/product.
- We will assess each situation on a case by case basis. We will advise on whether we will send replacement parts, offer a full or partial refund or replace the product.
- Please do not ask customers to return the product to us unless instructed to do so. If we need the product returned, we will provide a return label. Any postage cost incurred by the customer for return postage will not be refunded if a return label has been provided.
Missing or Damaged Parts under 12 month warranty:
- If a single part is missing or damaged, customer has to specify using the instruction manual of what part they are missing or is damaged and the quantity needed. Where possible, mark the part in manual and send us picture of it.
- Once we receive the details of what is needed, we can issue for a part to be sent as soon as possible. We will send an email containing tracking information when it is available
Change of Mind:
- We only accept change of mind within 10 days after the item is delivered
- Please send an email including pictures or video of the condition of the product received and an explanation on why they would like to return product and if the item is eligible for return.
- For COM product must be in unopened and in its original packaging.
- Please do not return the product to us without our prior consultation – credit will not be given in this case.
- We prefer that returns due to change of mind are done so at the customers arrangement.
- If return label provided to you, we will refund the total order amount MINUS initial postage, return postage and restocking fee of 15%
- If return label NOT provided to you, we will refund the total order amount MINUS initial postage and restocking fee of 15%
- If customer changes their mind before item is received and require action of RTS (Return to Sender), we will refund the total order amount MINUS initial postage and restocking fee of 15%
- All items that are returned due to incorrect or incomplete delivery information will be treated as a Change of Mind returns including items Returned to Sender due to being unclaimed