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 or color 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, Bowsers, Whitecraft, Polywood 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 products from New England Arbors and Jewels of Java which also carry 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 Return
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 10 – 14 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.
SHIPPING & DELIVERIES
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. In order to offer this level of customer service, we need your assistance by having you strictly follow the instructions below.
Items that ship via UPS or FedEx - Accepting Delivery and Damages
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 3 business days of receipt so we can assist you with the situation. Unfortunately any claims made after that time period will be rejected.
Items that have to ship via LTL Common Freight Carrier - Accepting Delivery and Damages
For larger or fragile items Home and Patio Décor Center utilizes Commercial Freight Carriers (LTL TRUCKERS) and all deliveries are Back of Truck Curbside. This means you must be available to accept delivery and inspect all merchandise for any damage as well as 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 upgraded shipping options, such as Threshold and White Glove services, which will carry an additional charge.
1 - 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. If the driver from the trucking company doesn't give you time to inspect your delivery, you must write the words "PENDING INSPECTION" on the delivery ticket before signing. If a delivery is accepted and signed for as "received in good condition", you are now accepting full responsibility for any damaged item, which will release Home and Patio Decor Center and the trucking company from any claims or liability.
2 - Please DO NOT refuse delivery unless the package appears “significantly damaged”.
3 - Call us within 3 business days, so we can file a claim with the trucking company within their alloted time frame. Any claims made after that time frame may be rejected.
4 - You will be required to take digital images of both the packing material and damage to the item and email them, along with your name and order number, to email@example.com so we can get the situation rectified for you.
5 - If the above instructions are followed, Home and Patio Decor Center will be able to secure you a replacement item or replacement parts from the manufacturer at their discretion. There will be no additional cost to you.
6 - In the event you decline the replacement or replacement part(s), and wish to return the item, the 30 Day Return Policy above will apply with all stated fees.
7 - We can't stress enough how important it is that you follow the above instructions to prevent any disappointment, or additional costs to you which can be avoided.
8 - In the event you purchased a closeout item and the item is no longer available you may be offered a discount to keep the item as is, or asked to donate it and provide donation paperwork for a full refund.
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.
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