Return Policy

RETURNS

Return & Exchange Eligibility

Return Eligibility: All purchases（except customized product) from FlexPatio are eligible for a refund or exchange.
Time limit: Within 100 days.
Product Requirements: To ensure items can be resold, products should be returned unopened whenever possible. If opened, they must be repacked and returned in the same condition as delivered, including all original packaging and parts.
Customers are responsible for proper care of the product before returning. Any damage to the product or its packaging may result in the item being non-refundable.
Custom-Sized Pergola Orders: Please note that any pergola orders involving custom dimensions are not eligible for our 100-day return or exchange policy. (Once confirmed, custom orders go into production immediately and cannot be changed, canceled, or returned. We strongly recommend double-checking all measurements before placing your order).

Return Process

  • How to Return: To initiate a return, please contact us (email, phone, message). Upon receipt of your email, we will confirm your request and outline the return process.
  • Return Steps
  1. Get in touch with us and get the return permission and information (Do not return to shipping address, return information includes return address).
  2. Pack the item securely in its original packaging (keep the original labeling).
  3. Ship the product back to us using the provided return label and provide us with the tracking number(if applicable).
  4. Refunds completed within 24 hours (we will process your refund after confirming that the warehouse has received the product and verified its condition).

Return Shipping Costs

Return shipping costs depend on the specific reason
FlexPatio cover the return shipping costs:
  • Items received are incorrect or incomplete
  • Non-transportation-related damage or defects
  • Missing or missing ordered accessories
  • Quality issues requiring replacement parts
Customer cover the return shipping costs:
  • Change your mind and return the product
  • Unsatisfactory after 100-day trial
  • Cancellation after the order has been shipped
  • Incorrect size ordered

Refunds & Exchanges

Refund Method: Refunds will be made in the same manner as the original payment.
Refund time: Within 24 hours of returning the product and verifying it.
Exchange Policy: If you do not wish to receive a refund and would like to exchange your product, the exchange process is the same as a return and requires you to contact us to complete the exchange.

Missing items on arrival

Please check the number of packages upon delivery before signing the delivery note. The delivery note will clearly state how many packages are included in your shipment.
If you notice any missing packages at the time of delivery, please indicate the number of packages received on the delivery note before signing. Signing the delivery note without any remarks confirms that the order has been received in full.
After noting any discrepancies and signing the delivery note, please contact us at support@flexpatio.com within 48 hours of delivery, including details of the missing packages and photos of all labels on the packages received.
If missing items are reported after delivery, please refer to the delivery note to identify the missing package(s) and provide the corresponding SKU(s). We will review the case and assist accordingly.
Please note that claims for missing packages may not be accepted if the delivery note has been signed without any remarks indicating shortages.

Damaged or Defective Items

Upon arrival of the goods, if you notice any damage to the box or product, please ensure that you write down the damage on the delivery note and contact us before signing for the goods.
If your order arrives with damaged or defective pieces, you must report it to support@flexpatio.com within 48 hours of delivery, please include the following information with your e-mail:
  • Order number
  • Description of damage with supporting photos or videos for each
  • Photos or videos of all damages and product and delivery labels on each package
Upon receipt of your email, we will acknowledge your request and outline the process according to our terms in our Returns Policy for canceling or replacing damaged products.

Missing or incorrect parts/pieces

If you receive products that do not relate to your order, please notify support@flexpatio.com within 48 hours of delivery. Upon receipt, we will acknowledge your email and outline the process.
Before assembling your product(s), please ensure all required parts/pieces are present per the instructions. Replacement parts are available for missing or damaged parts/pieces, please notify support@flexpatio.com we can provide replacements.
Please note:
  • Please notify support@flexpatio.com of any missing parts within seven days of delivery, detailing the part(s), part number(s) if applicable, and photos of the part(s).
  • We cannot accept claims for missing or incorrect parts/pieces submitted more than seven days after delivery.
  • Please note that this section relates to missing parts, not missing packages as mentioned in the earlier respective section.

Cancel Order

If you want to cancel your order, you can do so free of charge within 48 hours of the initial purchase date before shipping (except customized order). We recommend that you check the order date and contact us to check the status of your order before canceling.
You must confirm your intention to cancel your order by emailing us (support@flexpatio.com) with your order information: order number, full name, address and reason for cancellation. Upon receipt of your email, we will confirm your request and send you an email notification of your order cancellation and refund confirmation. PS: To avoid any additional charges, we recommend completing HOA approval before placing your order.

Cancellation before dispatch

If you decide to cancel an order after 48 hours of your initial purchase, a combined fee will apply, including a $200 handling fee to cover warehouse restocking, order removal, and packaging costs, as well as a 3% transaction fee of the total order amount, as specified below in this Returns Policy.
You must confirm your wish to cancel the order via email to support@flexpatio.com; please include your purchase order number, full name, address, and reason for cancellation. Upon receipt of your email, we will acknowledge your request and outline any applicable charges before proceeding with cancellation.
We will only consider your order canceled once we issue you a cancellation email confirming your refund.

Cancellation after dispatch

If you wish to cancel an order after we have dispatched the product(s), you will be responsible for the return shipping cost (defaulting to 10% of the order amount), in addition to a $200 handling fee to cover warehouse restocking, order removal, and repackaging costs, as well as a 3% transaction fee of the total order amount.
We advise you to check your order date and the status of your order before requesting cancellation.
You must confirm your wish to cancel the order via email to support@flexpatio.com; please include your purchase order number, full name, address, and reason for cancellation.
Upon receipt of your email, we will acknowledge your request and outline any applicable charges before proceeding with cancellation.
We will only consider your order canceled once you agree to any applicable charges detailed in our response, and we issue you a cancellation email confirming your refund.

Installation Services Refund

If you have placed an order for installation services and cancel it before the scheduled appointment time, you will receive a full refund of the installation fee.
If the installer team has arrived on-site but the installation has not yet begun, a cancellation fee of 10% of the installation order value will be charged as a service call fee.
If you request to cancel the order (except in cases of unprofessional installation) after the installation has started, the full installation fee will be charged and is non-refundable.

100 Days Trial

You may return any delivered product you have purchased within 100 days after the day of delivery for any reason—including if you change your mind. We cannot accept returns if you change your mind after 100 days or if the pergola is not in the same condition as when it was delivered.
Should you change your mind, you are responsible for returning the products to us or our suppliers, and any associated costs. You must return your products as new; if you have opened the package, you must not have damaged or marked the product or its packaging.
You're responsible for sufficiently packaging your return products to prevent damage from occurring during transit. We inspect all returns, and upon inspection, we will notify you if we deem any item damaged, as you may need to claim against the carrier.
You must confirm your wish to return your product(s) via email to support@flexpatio.com; please include your purchase order number, full name, address, photographs detailing the pergolas condition, and the reason for return. Upon receipt of your email, we will acknowledge your request and outline the returns process.
We only process refunds upon inspection of your products and their condition; we will issue a refund for the original purchase price, minus delivery costs and a restocking fee of 15% of your original order value; we will also deduct return costs should you ask us to arrange it for you. We will not process refunds for any products damaged in transit during their return, and you are responsible for collecting the product should you wish to keep it.
Please note that any pergola orders involving custom dimensions are not eligible for our 100-day return or exchange policy. Once confirmed, custom orders go into production immediately and cannot be changed, canceled, or returned. We strongly recommend double-checking all measurements before placing your order.

REFUNDS

Once we receive your returned products, we will inspect your return to ensure there is no damage and it's in a resalable condition as whole or parts.
Please note that you will be responsible for the return shipping cost (defaulting to 10% of the order amount), in addition to a $200 handling fee to cover warehouse restocking, order removal, and repackaging costs, as well as a 3% transaction fee of the total order amount. If your return passes our inspection, we will issue a refund for the original purchase price minus the above applicable fees.