At PatioBAY we want you to be happy with your purchase. Customer satisfaction is very important to us and is the reason we have helped out so many customers. If you are feeling hesitant about purchasing patio furniture online, we can help you. All of our items we carry are from reputable manufacturers. All with a long history of making successful products sold throughout Canada. As well, many of our products will have individual reviews online which you can read and help with your decision. All of our Ratana patio sets and Fim umbrellas are on a custom made basis. Meaning these products only get made once you place the order, and have an average 2 week lead time. Similar to a fine tailor made suit, when you place an order, it gets specifically made for you.
- Patio furniture is a large and expensive item to ship across Canada. As such, there are considerable costs shipping it across the country.
If you’re not satisfied with your order, contact PatioBAY and you may return it within 3 days of receiving it. You will be refunded for your merchandise minus our shipping fees when it was delivered to you. As well, return shipping fees are the customer’s responsibility and are non-refundable. Return shipping fee varies on your item and location and can only be determined once return request is received.
- Items with minor scratches are not considered defective, therefore will not be returned and exchanged for new ones. Each case will be reviewed on an individual basis by PatioBAY. There is a lot of handling of furniture, from time of manufacturer until final customer delivery. As such, we cannot inspect each piece of furniture every step of the way. Discounts may be given in the maximum amount of 5% for scratched items.
- All fire tables must be inspected for damage prior to signing & receiving them. Once they have been signed for, we are unable to file a damage claim with the freight company.
- Items must be returned in their original packaging, with all tags and instructions in “as NEW” condition.
We review and handle all returns on a case by case basis.
All items will be inspected upon return. A restocking fee of 20% applies to most items (Please contact us prior to purchase to see if your item is one of these). Any items returned damaged or not in their original condition will not be accepted, and refunds will not be given.
Return authorization and instructions will be provided by our customer service. Please contact us to initiate a return or to receive assistance on any issues or concerns.
Please allow 5 to 10 business days following receipt of the return items for a refund to display on your credit card statement. Please note we don’t have control over credit card processing companies and their time frame for refunds to be posted. Refunds will be issued to the original method of payment.
There are a few items that can not be returned:
- Clearance items
- Gift cards
- Items marked “Non-Returnable” on the sale page
We all make mistakes and impulse decisions. If you wish to exchange your item for a different item, please contact PatioBAY. We will help work out the best solution for this situation. Note, exchange requests must be made within a timely manner (3 to 5 days).
All of our wonderful manufacturer’s have different warranty coverage. If you have any warranty issues, please contact us first to start the claim process with the manufacturer.
Ratana Patio Furniture – all aluminum frames and wicker resin outer finishes have a 3 year warranty. All cushions have a one year warranty. This warranty covers manufacturers defects. Please click HERE for full details.
Outdoor Great Room – Please read about their gas fire table and accessories warranty HERE.
If you experience any issue with items from PatioBAY, please let us know. We will help to organize replacement parts, repair the item, and in necessary cases a complete replacement.
Please note that our warranties are non-transferable, and cannot be extended to re-sold items. Warranties are only valid when products are used for their intended purpose and exhibit normal use. Defects or damage resulting from negligence, misuse, accidents, abnormal use, modifications, or commercial purposes will not be covered by the PatioBAY warranty.