Return and Refund Policy

Effective Date: April 13, 2026

1. Overview

Patio Essence is owned and operated by DuBois Direct LLC. At Patio Essence, we stand behind the quality of our products. This policy explains when and how returns and refunds are accepted for purchases made through patioessence.com.

Summary

  • Region: United States
  • Return window: 30 days from delivery. Damage, defects, or incorrect items must be reported within 7 days of delivery.
  • Return eligibility: Returns are accepted for defective and non-defective products that meet the conditions outlined in this policy.
  • Return shipping: Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
  • Restocking fee: A 25% restocking fee applies to approved returns of non-defective, non-damaged, and correctly delivered items.

2. Contact Information

To start a return or report a damaged, defective, or incorrect item, contact our customer service team:

Customer service hours: Monday to Friday, 9:00 AM to 5:00 PM EST

3. Eligibility for Returns

Returns may be accepted under the following conditions:

  • The item arrived damaged, defective, or incorrect
  • The customer wishes to return an eligible unused item within the return window
  • Damage, defects, or incorrect items are reported within 7 days of delivery
  • The return is requested within 30 days of delivery
  • The item is unused, uninstalled, and in its original condition
  • The item includes its original packaging, accessories, manuals, and components
  • The customer provides proof of purchase or a valid order number

Used or installed products cannot be returned unless they were confirmed to be damaged or defective upon arrival.

4. Reporting Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, contact us within 7 days of delivery.

Please include:

  • Your full name
  • Your order number
  • Photos clearly showing the item, packaging, and reported issue
  • A brief description of the problem

We will review the information provided and contact you with the next steps. If the return is approved, we will provide return instructions and, when applicable, a prepaid return shipping label.

Please keep the item and all original packaging until the claim has been reviewed.

5. Return Process

To request a return:

  1. Contact us at support@patioessence.com before sending the item back.
  2. Provide your order number, reason for the return, and any requested photos or supporting information.
  3. Wait for return approval and return instructions from our customer service team.
  4. Package the item securely using the original packaging whenever possible.
  5. Ship the item within 7 days after receiving return approval.

Returns sent without prior approval may be refused and may not be eligible for a refund.

6. Return Shipping and Fees

If a return is approved because the item arrived damaged, defective, or incorrect, we will provide a prepaid return shipping label or other return instructions.

For approved returns of non-defective, non-damaged, and correctly delivered items, the customer is responsible for return shipping costs.

Original shipping charges are non-refundable unless the return is due to an item arriving damaged, defective, or incorrect.

Restocking fee: Approved returns of non-defective, non-damaged, and correctly delivered items are subject to a 25% restocking fee. The fee will be deducted from the approved refund amount.

No restocking fee will be charged for items confirmed to have arrived damaged, defective, or incorrect. Approved exchanges for the same item are also not subject to a restocking fee.

If an item is returned using a shipping method that was not approved by us, return shipping costs may not be reimbursed.

7. Refunds

After we receive and inspect the returned item, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method within 7 days after the return has been received, inspected, and approved.

Depending on your bank, card issuer, or payment provider, additional processing time may be required before the refund appears in your account.

Any applicable restocking fees, return shipping costs, or other approved deductions will be subtracted from the refund total.

8. Replacements and Exchanges

We may offer a replacement for an item that arrived damaged, defective, or incorrect, depending on product availability and the circumstances of the request.

Exchanges for eligible non-defective items may also be accepted if the return conditions in this policy are met.

Replacement or exchange items are generally shipped after the original item has been returned, received, and approved.

If a replacement item is unavailable, we may offer another appropriate resolution, including an approved refund.

9. Non-Returnable Items

We cannot accept returns for:

  • Items returned more than 30 days after delivery
  • Damage, defects, or incorrect items reported more than 7 days after delivery
  • Items damaged due to misuse, neglect, improper storage, or improper installation
  • Items that have been used, installed, altered, modified, or assembled
  • Items missing original packaging, accessories, manuals, or components
  • Personalized or custom-made products
  • Perishable products
  • Gift cards
  • Downloadable or digital products
  • Final-sale or clearance items clearly marked as non-returnable at the time of purchase

This section does not limit any rights that may apply to damaged, defective, or incorrectly supplied products under applicable law.

10. Order Cancellations

You may request an order cancellation before the order has been processed or shipped.

We cannot guarantee that a cancellation request can be completed after an order has been submitted.

Once an order has shipped, it cannot be canceled. After delivery, the return process outlined in this policy will apply.

11. Refused and Undeliverable Deliveries

If a delivery is refused or returned to us because the shipping information provided was incorrect or incomplete, any applicable return shipping, redelivery, handling, or restocking costs may be deducted from the refund.

12. Legal Rights

This Return and Refund Policy does not limit any rights available to you under applicable United States consumer protection laws.

13. Changes to This Policy

We may update this Return and Refund Policy from time to time. Any changes will take effect when the updated policy is posted on our website.

By purchasing from Patio Essence, you acknowledge this Return and Refund Policy.

Patio Essence
Operated by DuBois Direct LLC
support@patioessence.com
855-935-5380
1851 E Southway Blvd
Kokomo, IN 46902
United States