Home and Patio Décor Center Store Policies
Our Number One Goal is Customer Satisfaction
Home and Patio Décor Center wants you to be 100% satisfied with your purchase and provide you with an enjoyable shopping experience that encourages you to come back and shop with us for years to come. If you receive a product you aren’t happy with or that doesn’t work with your décor, our knowledgeable staff is just a phone call away to help guide you through our easy return policy. Please read our entire return policy to avoid unexpected problems.
30 Day Return Policy
Hassle Free Returns
If you need to return an item that is in new condition, unassembled, unused and in its original packaging, you may return the product, at your expense, within 30 days of receipt. Exceptions include all custom made items, custom orders, items that are personalized, items where a fabric selection is required, and any and all bedding type products, such as comforters, sheets, pillows etc. Also, there are products from a number of manufacturers who do not accept returns, Royal Teak Collection, Homestyles, Whitecraft and Royal Mfg.. If any of the aforementioned, non-returnable items arrives damaged or defective, please see our Damaged and Defective Product Policy below for free replacements or replacement parts.
Restocking Fees and Outbound Shipping Costs
All product returns carry a 15% restocking fee, with the exception of Rugs, which carry a 20% restocking fee along with New England Arbors and Jewels of Java which also carries a 20% restocking fee. Both the appropriate restocking fee and the original, outbound shipping costs (the costs to have the item(s) shipped to you), will be deducted from the refund amount. Although Home and Patio Décor Center offers Free Shipping with all orders, we all know that nothing ships for free, and the actual shipping costs have already been built into our product pricing. Restocking fees will be waived if you are exchanging your merchandise for an item, or items, of equal or greater value.
Processing A Refund
Please contact our office at (800) 732 – 6979 Mon. – Fri. 9AM – 5PM E.S.T. or via email at firstname.lastname@example.org or sign into your account and initiate a return through our site.
Before you return a product, you must receive an RMA number from us that must be put on your package in order for us to credit the correct order. You will also need the correct return address to return your order to. Any orders returned without the RMA number or sent to the incorrect address will not be accepted and refunded. Please be sure to insure your return package to cover any damage that might occur during the return shipment. This allows you to at least recoup the cost of the item from the shipper that damaged it. All items must return to us in “like new” condition – without any damage – in order for your return to be processed through Home and Patio Décor Center. Once your return has been received by our warehouse, please allow 7 – 10 business days for your credit to be processed.
If you would like to cancel an order, please contact our office at (800) 732 – 6979 Mon. – Fri. 9AM – 5PM E.S.T. or use our Live Chat. Once your request has been received, we will submit a cancellation request to the manufacturer. As all of our merchandise ships directly from the manufacturer’s warehouse to you, we must confirm that your order has not already been processed for shipping or has not already shipped. If the order has already been processed for shipping, or has already shipped, it cannot be cancelled, re-routed or re-directed. If you would like to return the item, you will have to proceed according to our 30 Day Return Policy as noted above. Do NOT refuse delivery of a non-damaged product as this will result in up to a 50% restocking fee or may result in the loss of your product and void any possibility of a refund. If the order has not been processed or shipped, a cancellation will be completed and you will be refunded in full.
Home and Patio Décor Center tries to keep our product availability updated at all times, however we deal with many different suppliers and are, unfortunately, at their mercy to provide us with up to date product availability. There are occasions when a product will show as available, when in reality it is on backorder. In this case we will notify you within 3 business days of your purchase to see if you are willing to wait. Please keep in mind most online retailers are dealing with the same manufacturer, so if we advise an item is on backorder, it will be the same situation wherever you shop. It is in your best interest to leave your order in its backordered status as cancelling your order with us and re-ordering with another retailer will put you at the end of the line with the manufacturer. There is also the rare occasion when a manufacturer states a date for an item to come back in stock and that date is pushed off to a later date. However, this also works in reverse and an item can come back in stock and ship earlier than originally anticipated. Please feel free to contact our office at (800) 732 – 6979 to check the status of an item on backorder, or to check the availability of an item you are interested in purchasing. We will be more than happy to check with the manufacturer for you.
Currently we only ship throughout the Continental United States, however some of our smaller items may be able to be shipped to Hawaii, Alaska, Puerto Rico and Canada with added shipping charges, please contact the office for a shipping quote.
Depending on the size, dimensions or fragility of the item you are purchasing, we utilize UPS, FedEx or LTL Common Freight trucker. Please note for shipping to rural areas or hard to access residential locations where special arrangements are required additional shipping charges may be incurred.
Items shipped via UPS or FedEx
Home and Patio Décor Center utilizes UPS and FedEx for cost-effectiveness when product size permits. All shipments are sent ground and normally transit time once shipped will vary from 2-5 business days depending on where the shipment is going. Please feel free to call us at 800-732-6979 to arrange for the possibility of Next Day or 2nd Day Air on eligible products at an additional cost.
For items shipped via UPS or FedEx, signatures are not generally required upon delivery. Often the driver will make that choice and you may want to leave a note stating a signature is not necessary. For business deliveries, signatures may be required. Once an item has been turned over to UPS or FedEx, Home and Patio Décor Center has completed our obligation to ship your order, however in the event that the item is damaged or lost in transit, we will help you file a claim for damage or tracing of the order. In the event an item is damaged or missing you must notify Home and Patio Decor Center within 5 business days of receipt so we can assist you with the situation. Unfortunately any claims made after that time period will be rejected.
Items shipped via LTL Common Freight Carrier
For larger or fragile items Home and Patio Décor Center utilizes Commercial Freight Carriers and all deliveries are Back of Truck Curbside, meaning you must be available to accept delivery and inspect the merchandise for any damage and to move the merchandise from the curb where the trucking company will leave it, into your home or yard. A representative from the trucking company will contact you to set up a delivery appointment. If you will be in need of assistance moving the merchandise into your home please contact our office prior to placing your order to inquire about upgrading shipping options at an additional charge, such as Threshold and White Glove services.
When accepting a delivery via LTL Common Freight Carrier, it is imperative that you inspect the merchandise for any damage and note any damage or missing items on the delivery ticket before signing for the delivery. Please do not refuse delivery unless the package appears “significantly damaged” and call us within 3 business days so we can get the situation rectified for you.
Damaged and Defective Products Policy
As we are sure you are aware, a product may get damaged in transit or, on occasion, may arrive with a manufacturer’s defect. Home and Patio Décor Center will stand behind you during this process and will make sure we do everything we can to bring the problem to a satisfactory and timely conclusion – at no additional expense to you. In order to offer this level of customer service, we need your assistance by having you do a detailed inspection of your merchandise immediately upon delivery, and notifying us of any damages or defects immediately. Any claims made 5 days after receipt will be rejected.
Small Package Delivery Inspections and Instructions:
For UPS or FedEx packages that are damaged in transit, please contact us immediately at (800) 732 – 6979 or via Live Chat during normal business hours instead of refusing the package. If damages or missing times are reported within 5 business days of receipt for UPS and FedEx deliveries we can file a claim on your behalf to quickly resolve it. Please note that Home and Patio Décor Center will secure replacement(s)/replacement parts at no additional cost to you, the customer if reported within this time frame. After that time frame Home and Patio Decor Center is no longer liable for any missing parts. Digital images will be required in order to process your replacement(s)/replacement parts.
Large Package Delivery Inspections and Instructions:
All products delivered by LTL, White Glove or Common Freight Carriers MUST be inspected at the time of delivery. It is imperative that any damage is noted on the delivery ticket when signing for the delivery, even if the package appears just slightly damaged. Please notify Home and Patio Décor Center within 3 business days to report any damage so we can proceed with getting you replacement parts (digital images will be required). Customers who sign for delivery and do not notate any damage on the delivery receipt will assume responsibility if the merchandise is damaged, NO EXCEPTIONS.
Home and Patio Décor Center will replace any damaged or defective merchandise for no additional costs. You will be instructed if the damaged item needs to be returned and, if so, we will cover the return costs and a new item will be sent out to you. Failure to follow return procedure for the damaged item may result in a charge for the free replacement item. In the event you purchased a closeout item and the item is no longer available you may be offered a discount to keep as is, or asked to donate and provide donation paperwork for a full refund.
If a return is desired instead of all offered remedies, the 30 Day Return Policy above will apply with all stated fees.
Furniture Assembly Assistance
Assembly is required for 80% of the furniture that is purchased online so in the event you require assistance with assembly please contact our office at 800-732-6979 for a price quote. Our assembly teams will carry the unit from the garage up or down 1 flight of steps, assemble the unit, test the unit, and take the trash to the refuse area. In addition, we can schedule both evening and Saturday appointments.
Terms and Conditions
Terms, Price and Specifications of all offers are subject to change without notice. Home and Patio Décor Center has over 20,000 products on our site with new products added daily and from time to time an entry error may occur in the contents of the product’s description or dimensions. There are also rare occasions that an item that was originally specified to ship UPS or FedEx by the manufacturer requires shipping via LTL Common Freight Carrier which carries additional costs not already factored into the selling price. Despite our best efforts, a small number of products may be mispriced. If the correct price of an item is higher than the stated price, we will notify you to advise and get instructions from you on whether you would prefer to cancel the order or pay the corrected price. Please feel free to contact our office at (800) 732 – 6979 if you have any questions regarding an item.
By placing an order with Home and Patio Décor Center, you are accepting the above mentioned possibilities and will not hold Home and Patio Décor Center responsible for typographical and/or photographical errors. You further agree that Home and Patio Décor Center will not be held liable for price discrepancies and you acknowledge and understand that human error does occasionally occur when dealing with a large number of items. Also, please note that colors shown in images do not represent the exact color of the actual items, as variations in lighting and monitor resolutions can cause colors to vary.