Return and Refund Policy
Effective Date: October 1, 2025
1. Scope and Intent
2. Contact Information
For questions about returns and refunds, please contact our Customer Service team:
• Email: support@patiogrillparadise.com
• Phone: 919-984-231-3587
• Address:
3064 Wake Forest Road #1051,
Raleigh, NC 27609,
the USA
• Hours: Monday–Friday, 9:00 AM – 5:00 PM EST
Saturday 10:00 AM to 4:00PM
3. Return Eligibility
Customers in the USA have the right to cancel their purchase and return the product within 14 days of receipt without providing any reason, subject to the conditions outlined below.
3.1 Conditions for Return
• Unused and Undamaged: The item must be unused, undamaged, and in the same condition that you received it.
• Original Packaging: The item must be in the original packaging, with all labels and tags attached.
• Proof of Purchase: A receipt or proof of purchase is required.
4. Return Process
4.1 Initiating a Return
To initiate a return:
• Contact Customer Service via email at support@patiogrillparadise.com or call 919-307-3613 within 14 days of receiving your order.
• Provide your order number and a detailed reason for the return.
4.2 Return Authorization
After reviewing your request, we will provide detailed return instructions and, if applicable, a Return Merchandise Authorization (RMA) number along with a prepaid shipping label.
4.3 Preparing Your Return
• Package the Item Safely: Securely pack the item in its original packaging. Include all accessories, manuals, and free gifts.
• Include Documentation: Attach the return authorization form and any necessary supporting documents or images.
• Attach Shipping Label: Download, print, and affix the return shipping label to the outside of the package.
4.4 Shipping the Return
• Ship the package within 7 days of receiving the return authorization.
• Use a trackable courier service to ensure your package arrives safely.
5. Return Shipping Costs
• All return shipping costs are the responsibility of the customer.
6. Specific Return and Refund Conditions
6.1 Returns Due to Change of Mind
• Items must be unused, undamaged, and in original packaging.
• Return request must be made within 14 days of receipt.
• Refund will be issued to the original payment method, minus any applicable restocking fees.
6.2 Defective or Damaged Goods
• Contact us within 48 hours of receiving the item.
• Provide photos or videos of the defect or damage.
• We will offer a replacement or a full refund, including return shipping costs.
6.3 Incorrect Product Received
• Inform us immediately upon receipt.
• We will arrange for the incorrect item to be returned at our expense and ensure you receive the correct product.
6.4 Product Never Arrived
• Contact us if your product does not arrive within the estimated delivery time.
• We will investigate with the carrier.
• If confirmed lost, we will offer a full refund or send a replacement product.
6.5 Order Cancellation
• Before Shipment: You can cancel your order for a full refund if it has not yet been shipped.
• After Shipment: If already shipped, please follow the return procedure after receiving the product.
7. Exceptions to the Return Policy
The following items are non-returnable and non-refundable:
• Custom or Personalized Products
• Perishable Goods (e.g., food, flowers, newspapers, magazines)
• Intimate or Sanitary Goods (including underwear, swimwear, personal care items, unless unopened and unused)
• Gift Cards and Downloadable Software Products
8. Refunds
8.1 Refund Conditions
• Refunds are issued after we receive and inspect the returned item.
• Notification of approval or rejection will be sent via email.
• Items must meet the eligibility criteria outlined in Section 3.
8.2 Refund Processing
• Refunds will be processed to the original payment method used at purchase.
• It may take up to 14 days for the refund to appear, depending on your bank or credit card issuer.
8.3 Partial Refunds
Partial refunds may be granted for:
• Items not in original condition, damaged, or missing parts not due to our error.
• Late returns (more than 14 days after delivery).
9. Exchanges
• Eligibility: We replace items if they are defective, damaged, or incorrect.
• Process: Contact us at support@patiogrillparadise.com to request an exchange.
• Shipping Costs: We cover shipping for defective or incorrect items. Customers cover shipping for exchanges due to change of mind.
10. Timelines
• Returns must be reported and shipped within 14 days of receiving the product.
• Refunds will be processed within 14 days after inspecting the returned item.
• It may take up to 14 days for the refund to appear in your account after approval.
11. Legal Rights
This Return and Refund Policy does not affect any statutory rights you may have under applicable law.
12. Questions and Support
For more information, please:
• Visit our FAQ Page (link to be inserted on website)
• Contact Customer Service:
• Email: support@patiogrillparadise.com
• Phone: 984-261-3587
_By making a purchase on our Website, you agree to this Return and Refund Policy._
Patio Grill Paradise
Email: support@patiogrillparadise.com
Phone: 984-261-3587
Address:
3064 Wake Forest Road #1051,
Raleigh, NC 27609, USA