The Luxe Patios
Built on clarity and craftsmanship.
Everything you need to know — before, during, and after your build.
Refund and Return Policy
Effective September 22, 2025. Updated for accuracy and clarity.
Refund & Return Policy
At The Luxe Patios LLC, we are committed to ensuring a positive experience with every outdoor living purchase. Because we offer premium brands and high-value outdoor appliances, our return process is designed to be transparent, fair, and consistent with manufacturer requirements.
All returns and refunds are administered directly by The Luxe Patios LLC.
1. Standard Return Window
You may request a return within 30 days of delivery for most new, unused items.
Items must be:
- Unused and uninstalled
- In original packaging with all accessories, manuals, and hardware
- Free from wear, assembly, damage, or installation marks
- Accompanied by a valid Return Merchandise Authorization (RMA)
Some manufacturers have shorter return windows (10 or 14 days). Luxe Patios ensures compliance with brand-specific requirements before approval.
2. Customer Responsibility for Returns
Unless the product arrived damaged, defective, or incorrect:
- Customer pays return shipping, including LTL freight costs
- Customer pays carrier fees for freight pickup or handling
- Customer may be responsible for restocking fees (up to 35%) depending on brand and condition
All fees are disclosed before RMA approval.
3. How to Start a Return
Email support@theluxepatios.com with:
- Order number
- Item(s) you wish to return
- Reason for return
- Photos (if opened or packaging altered)
We will confirm eligibility, provide any applicable restocking fees, and issue your RMA along with detailed return instructions and the correct return address.
No returns are accepted without an RMA.
4. Cancellations
- Orders canceled before shipment incur no fees (unless custom or made-to-order production has started).
- Orders canceled after shipment or while in transit are treated as returns and may incur return freight + restocking fees.
To request cancellation:
📧 support@theluxepatios.com
📞 (877) 747-LUXE (5893)
5. Exchanges
Exchanges are processed as:
- A return of the unwanted item, and
- A new order for the replacement item
Restocking fees may be reduced or waived depending on brand policy and item condition.
6. Shipping Costs, Freight Returns & Refusals
Buyer’s Remorse Returns
Customer is responsible for:
- Return parcel shipping
- Return LTL freight shipping
- Applicable restocking fees
Refused or Undeliverable Freight
If an order is refused at delivery for reasons other than damage:
- Actual round-trip freight charges apply
- Restocking fees apply
- These amounts are deducted from the refund
7. Damaged or Defective Items
Please inspect all shipments—especially freight—at the time of delivery.
If visible damage is present:
- Note it on the delivery receipt (“damage noted”).
- Photograph the pallet, packaging, and product.
- Email support@theluxepatios.com within 5 calendar days with photos or videos.
Luxe Patios will coordinate:
- Replacement parts
- Repairs
- Full replacements when required
- Manufacturer warranty filing
We handle communication with the manufacturer on your behalf.
8. Warranty Support
All products include the manufacturer’s warranty.
Luxe Patios assists customers with:
- Troubleshooting
- Claim submission
- Replacement parts coordination
- Warranty documentation
Manufacturer terms apply to all coverage, approvals, and exclusions.
9. Brand-Specific Return Conditions
Below are the current return windows and conditions for the brands we carry. All items must be new, unused, uninstalled, and in original packaging to qualify for return. Additional brand-specific fees or requirements may apply.
Premium Outdoor Kitchen & Appliance Brands
| Brand | Return Window | Return Conditions & Notes |
|---|---|---|
| Sunstone Metal Products | 30 days | Must be new/unused. Customer pays return freight. Up to 15% restocking if packaging is altered or missing components. |
| Wilmington Grill | 30 days | Customer pays return shipping. Lifetime parts warranty applies through manufacturer. |
| Azure | 30 days | Must be new/unused in original packaging. Customer pays return freight. Restocking fees may apply depending on condition. |
| Falmec | 30 days | Must be new/unused. Customer pays return freight. Restocking fees may apply. |
| Cameo | 30 days | Must be new/unused in original packaging. Customer pays return freight. Restocking fees may apply depending on manufacturer guidelines. |
| Coyote Outdoor Living | 30 days | Must be new/unused. Customer pays return shipping. Restocking fees may apply once verified with manufacturer. |
Specialty Grill & Outdoor Cooking Brands
| Brand | Return Window | Return Conditions & Notes |
|---|---|---|
| Arteflame | 14 days | Must be unused, unassembled, and in original packaging. Customer pays return freight. Up to 35% refinishing or restoration fee if not resellable. |
| Hooray Grill Company | 10 days | Must be new/unused in original packaging. Customer pays return freight. 10% restocking fee applies. |
Notes for All Brands
- Return shipping and freight costs are the customer’s responsibility unless the item arrived damaged or incorrect.
- Restocking fees vary by manufacturer (typically 10–35%).
- All returns must have an approved Return Merchandise Authorization (RMA) issued by Luxe Patios.
- Items showing signs of installation, use, wear, or missing components may be denied or assessed additional fees.
10. Custom / Made-to-Order Items
Items labeled as custom, made-to-order, or MTO are final sale once production begins and cannot be canceled or returned.
11. Refund Processing
Refunds are issued to the original payment method once the item is:
- Received
- Inspected
- Approved
Luxe Patios processes refunds within 3–5 business days of approval.
Your bank or card issuer may require an additional 3–7 days to post the funds.
-Need Help?-
We’re here to help with returns, exchanges, warranties, or questions.
The Luxe Patios LLC
📍 Mailing Address: 8735 Dunwoody Place, Ste R, Atlanta, GA 30350
📍 Operations: 129 Cross Creek Circle, Macon, GA 31210
📧 support@theluxepatios.com
📞 (877) 747-LUXE (5893)
🕒 Hours: Mon–Fri, 9 AM–5 PM EST
Ready when you are
