Custom Orders and Custom-Printed Products
We offer no refunds or returns for custom orders or any custom-printed products. These items are made specific to the customer’s specs and, therefore, cannot be repurposed if the client cancels.
Stock Products
We do not accept returns or refunds for stock products except in rare situations described below. Please note that the following situations depend on the product as well.
Damaged Goods
Any product determined to have arrived damaged should be reported within the same day it arrives by your sales representative. If your shipment arrives with extensive damage to the outer packaging, refuse the shipment and contact us immediately via e-mail info@xpresspatios.com.. In most cases, the Xpress Patios team will replace damaged parts or exchange the damaged products. In rare cases, we will accept a partial refund request only after a complete inspection of the goods according to our terms and conditions.
Lost Orders
If our shipping carrier loses your order, we will open an investigation on that package and issue a reprint with priority shipping.Quality Guarantee
We offer a 30-day quality guarantee that our products do not contain manufacturing defects. If the product fails, breaks, or develops ink issues due to a manufacturing defect within that period, we may replace the product or issue a credit equal to the value of the failed product. Xpress Patios reserves the right to investigate the claim and determine whether the guarantee covers the failed product.
Solid Color Fabrics
Non-printed solid color fabrics cannot be returned, exchanged, or refunded.
Order Cancellation
If a customer wishes to cancel the order for any reason, they must immediately contact our sales representative. They will determine the stage of your order in the production process and decide if a refund is available, even partially, depending on the stage of the order. While we do not offer refunds on custom orders and custom-printed products, we may partially refund stock hardware costs as long as the order did not ship. For payments made via Credit Card, you will receive the refund in the source account within 10-15 working days from the time of order cancellation.