Return Policy

Description

Decor Outdoor works with established global manufacturers that produce luxury outdoor furniture and lighting. They use high quality materials, finishes and production processes, but we understand that even well-made products can arrive with issues or fall short of expectations.

This policy explains eligibility, timing, financial considerations and the steps to take if there is a problem with your order.

Types of actions

Depending on the product, circumstances and timing, three primary actions may be available:

• Exchanges – Returning items for exact replacements or different products, when permitted.
• Returns – Sending items back for a refund or store credit under eligible conditions.
• Cancellations – Voiding an order before the item has shipped or entered production.

Availability and costs for each option depend on the manufacturer’s policy and the specifics of your order.

Plan before you order

We would always rather help you choose the right product and options up front than try to fix a mismatch later. Many outdoor pieces are made to order or customized and cannot be returned once in production.

If you have questions about layouts, scale, clearances, fabrics or finishes, please talk with us before you place a large or custom order.

Consultations for trade and design projects

We regularly work with hospitality and commercial buyers, as well as interior designers and architects on residential projects. If you are planning a multi-piece or customized order, we can help you think through outdoor usage, product mix and options before anything is finalized.

A planning conversation is the best way to avoid costly subjective returns that manufacturers often won’t approve later.

Eligible items

Decor Outdoor will accept exchanges and returns for many products, but all returns are constrained by the manufacturer’s policies and inventory.

• Damaged items – Products damaged in transit or clearly defective may be exchanged or returned when reported promptly.
• Regular priced items – Many regularly priced items are eligible, subject to manufacturer rules.
• Standard items – Products that do not require customized production options, such as made-to-order canopies or non-stock cushion fabrics, are more likely to be eligible.

For brand-specific rules, please review our manufacturer return policies page before ordering.

Exceptions

Most items ordered through Decor Outdoor can be reviewed for exchange, return or cancellation, but there are important exceptions:

• Sale items – Products sold at an advertised discount are final sale unless they are defective or damaged in transit.
• Customized / special-order products – Products requiring custom finishing, upholstery, canopies or non-stock fabrics are generally final sale unless there is damage or a clear defect.
• Manufacturer-restricted products – Some manufacturers do not allow certain exchanges or returns at all, so it is important to check before ordering.

Objective issues

Objective issues are problems that are materially incorrect, flawed or broken. Manufacturers generally resolve these when issues are documented and reported within their required timeframes, often 24-72 hours after delivery.

Order errors

Despite careful processing, manufacturers’ warehouses can occasionally make mistakes such as:

• Incorrect product
• Incorrect product options, such as finish or fabric
• Incorrect quantity
• Incomplete product, such as a missing component

Shipping damages

Most packaging is designed to withstand normal shipping, but boxes can be mishandled and items damaged in transit. It is important to note visible damage with the carrier at the time of delivery, whether or not you accept the shipment.

Sometimes the packaging looks fine but the item inside is damaged, especially with fragile pieces such as mirrors or glass or ceramic lamps. Contact Decor Outdoor immediately if you discover shipping damage.

Defective items

Our manufacturers are selected for quality and durability, but defects can still occur in production or handling. Examples include cracked materials, dented or bent metal, scratched or chipped glass, misaligned parts or stripped attachments.

Warranties

If an item shows unusual wear or performance issues after a relatively short period of normal outdoor use, contact us right away. The product may still be under the manufacturer’s warranty and could qualify for repair, partial replacement or full replacement.

Subjective issues

Subjective issues arise when a product is not quite what you expected even though it matches the specifications provided. Many manufacturers do not accept returns or exchanges for subjective reasons, especially for made-to-order or customized items.

Color and finishing

Colors and finishes displayed on screens can look different in person. Backlit images often appear lighter and more vivid than real-world tones, and many finishes are hand-applied, which means some variation is part of their appeal.

Size and scale

We provide dimensions and manufacturer photography to help you assess scale, but it can still be hard to visualize how a piece will sit in a specific outdoor space. Relying on estimates instead of measurements can lead to surprises.

Because many outdoor pieces are made to order or configured with non-stock fabrics and finishes, most manufacturers do not allow returns for subjective reasons such as color, finish, scale or a change of mind once production has started.

In rare cases, and only when the manufacturer agrees, a subjective return may be approved. These are manufacturer-controlled exceptions, not a standard option, and are subject to significant cost and condition requirements.

Refunds and store credit

Decor Outdoor will issue refunds for timely claims that meet manufacturer requirements. Depending on the manufacturer’s policy and the nature of the issue, the refund may be partial or full, less any applicable credit card or processing fees.

In some cases, store credit may be offered instead of a refund. Store credit amounts are based on the manufacturer’s policy and can be applied to other products immediately or at a later date.

Shipping charges and restocking fees

Outdoor furniture and lighting are large and expensive to ship. When manufacturers allow subjective returns, customers are typically responsible for:

• Our actual outbound shipping costs, even when the original order qualified for free shipping
• Return freight back to the manufacturer
• Any repackaging and restocking fees, which are often 20-25% of the product price

Because of these costs, subjective returns are rarely cost-effective and are often not approved by manufacturers at all.

Condition risk for subjective returns

When a manufacturer does approve a subjective return, all returned items must arrive back in resellable condition. Manufacturers inspect each item before authorizing a refund or credit.

If a product is set up, used or damaged during return shipping, and the manufacturer deems it no longer resellable, no refund or store credit will be issued for that item. In those cases, the customer may be responsible for any additional handling, return shipping or disposal decisions.

Why we recommend planning instead

Given the high freight costs, restocking fees and condition risk, we strongly encourage careful planning and consultation before ordering, especially for large, customized or multi-piece outdoor projects.

Talking through scale, finishes and fabrics in advance is the most reliable way to avoid subjective issues that are expensive or not possible to resolve with a return.

Check for damage and defects immediately

It is important to review packages while the carrier is present and before signing the delivery receipt. When possible, inspect the contents as well.

• Look at packaging – Inspect all sides of boxes or crates for dents, tears, punctures or other damage and listen for signs of broken materials.
• Count items – Confirm that the number of packages and items matches your order and tracking information.
• Inspect items – Check each item for visual, structural or functional damage or defects.

The sooner issues are identified and documented, the easier it is to work within manufacturer claim windows.

Document any issues

To submit damage or defect claims, manufacturers require clear written and visual documentation.

• Note in writing – Describe any problems on the carrier’s delivery receipt and include a full description of the issue in email communication with Decor Outdoor or the manufacturer.
• Take digital photos – Use a smartphone or camera to capture multiple images of damaged packaging and any affected items.

Complete documentation helps manufacturers review claims and approve resolutions more quickly.

Alert Decor Outdoor

If there is an issue with your order, call Decor Outdoor at 888.784.4644 as soon as possible. We will notify the manufacturer that there is a problem so your claim can be initiated within their timeframes while you complete written and photographic documentation.

Work within manufacturer timeframes

Most manufacturers require damage and defect claims within 72 hours of delivery, and some use even shorter windows. Prompt contact and documentation give us the best opportunity to resolve issues on your behalf.