Frequently Asked Questions
We allow returns on most new, uninstalled, and resalable items in original packaging within 45 days of original purchase (excluding special ordered items, custom orders or grill parts). Grill part returns must be made within 14 days of original shipping. Each return requires an RMA#, this number is given to you by calling our office and talking with our Shipping Department. Once the return is received with RMA#, we will inspect to make sure it complies with our guidelines and a refund will be processed within 10 business days minus actual shipping charges incurred by Patio Sites.
We require every return to include an RMA Number and meet the requirements that we set forth. If you return a product without an RMA number we cannot issue any type of refund/credit. You will have to pay for the product to ship back to you as well.
If you happen to find an item on another website after the order has been placed and shipped there is nothing we can do for a return. We view that you agreed to purchase that/those item(s) at the sell price and the transaction is final. If the product(s) is/are delivered to the consumer and shipment is refused the order will be treated as a Return and the customer will be responsible for paying for the Freight to the Shipping Address and pay for shipping back to our corporate office in Brentwood CA. If the item arrives damaged to our location it is 100% the original customers responsibility to handle all freight damages and logistics.
We also don't price match after an order is placed.
Once we have sent you an RMA # you'll ship the product back to us which usually takes up to 10 business days, if the item is in resealable condition we will then process your refund and you'll see the amount of the refund in your bank account 24-48 hours after we receive the package. If the product has to be returned to the manufacture once they receive it which usually takes 10 business days, they will issue us a credit that takes around 48 hours, once we receive the credit from the manufacture we will then credit you the amount and you'll see the amount of the refund in your bank account in 24-48 hours.
Call (888-611-7227) or email us (CustomerService@PatioSites.com) with your invoice information to request a Return Authorization. We will email you the authorization which will have instructions on how and where to ship your return. All returns must have a Return Authorization Number.
If Patio Sites has shipped you something other then what you ordered, we will of course remedy the situation at no extra expense to you. Please give us a call at (888) 611-7227 so we can help!