Refund policy
Returns & Warranty Made Easy
At The Luxe Patios LLC, we want you to love every part of your outdoor living experience. If something isn’t quite right, we’ll help make it right — with a clear, stress-free process designed for high-quality outdoor appliances and premium kitchen components.
Returns
You may return most new, unused, uninstalled, and unassembled items within 30 days of delivery, provided they are in their original packaging with all accessories, manuals, and hardware included.
Return Shipping
Return shipping costs (including LTL freight for large items) will be deducted from your refund unless the item arrived damaged or incorrect.
Return labels and instructions are provided directly by The Luxe Patios LLC once your RMA is approved.
Items Not Eligible for Return
The following cannot be returned:
- Used, installed, or modified products
- Custom, made-to-order, or special-order items
- Clearance or final-sale items
- Products marked as non-returnable on the product page
- Items without original packaging
Returns must be initiated and approved before shipment back to us.
How Returns Work (RMA Required)
- Email support@theluxepatios.com with your order number and the item(s) you wish to return.
- Our team will confirm eligibility, return fees, and any applicable brand-specific restocking requirements.
- Once approved, we’ll email your Return Merchandise Authorization (RMA) with the correct return address and instructions.
- Repack your item securely and ship it back.
- Refunds are processed once the item is received, inspected, and approved.
Any applicable restocking fee (typically 10–35% depending on brand and condition) will always be disclosed before you approve your RMA.
Brand-Specific Return Windows
While Luxe Patios offers a standard 30-day return window, some premium manufacturers require shorter windows.
Below are the current return windows for the brands we carry:
Premium Outdoor Kitchen & Appliance Brands
| Brand | Return Window | Notes |
|---|---|---|
| Sunstone Metal Products | 30 days | Must be new/unused. Customer pays return freight. Up to 15% restocking if packaging altered. |
| Wilmington Grill | 30 days | Customer pays return shipping. Lifetime parts warranty applies. |
| Azure | 30 days | Must be new/unused in original packaging. Customer pays return freight. Restocking fees may apply. |
| 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. |
| Coyote Outdoor Living | 30 days | Must be new/unused. Customer pays return freight. Restocking fees may apply. |
Specialty Grill & Outdoor Cooking Brands
| Brand | Return Window | Notes |
|---|---|---|
| Arteflame | 14 days | Must be unused/unassembled. Customer pays return freight. Up to 35% refinishing fee if not resellable. |
| Hooray Grill Company | 10 days | Must be new/unused in original packaging. Customer pays return freight + 10% restocking fee. |
All return requests, regardless of brand, must be initiated through Luxe Patios for approval and proper routing.
Damaged Deliveries
If your order arrives damaged, please notify us within 5 calendar days of delivery.
To help us resolve it quickly:
- Keep all original packaging.
- Note any visible damage on the delivery receipt if signing for freight.
- Take photos of the box, pallet, packaging, and product.
- Email everything to support@theluxepatios.com.
We will coordinate:
- Replacement parts
- Partial refunds (if appropriate)
- Full replacements
- Manufacturer warranty assistance
Warranty Support
All products are backed by the manufacturer’s warranty where applicable.
Luxe Patios provides complimentary support for:
- Warranty troubleshooting
- Claim submission
- Replacement part coordination
- Communication with the manufacturer
Email your photos, description of the issue, and serial numbers (if applicable) to support@theluxepatios.com and we’ll handle the next steps.
Refunds
Refunds are issued to your original payment method after:
- The returned item is received
- Inspected
- Approved according to policy and manufacturer guidelines
Refund Timing
- Luxe Patios processes refunds within 3–5 business days of approval.
- Your bank or card provider may take an additional 3–7 business days to post the refund.
If a return arrives outside policy requirements or missing components, we may issue a partial refund. You will always be contacted before adjustments are made.
Need Help?
We’re here to make this easy.
Thank you for shopping with The Luxe Patios LLC!
