We want you to love what you bring home. Here’s how cancellations, returns and damage claims work. Questions? Email support@bespokepatio.com or call or text (949) 782-7338.
Cancel before it ships
Full refund on in-stock items, any time before your order leaves the warehouse
30-day returns
On in-stock items, from the day your order is delivered
Damage covered
Report within 7 days of delivery and we’ll make it right
Made to order
Built just for you, so these orders are final sale
Cancellations
- Before your order ships: cancel any time for a full refund to your original payment method.
- Made-to-order and custom items go into production for you as soon as you order, so they can’t be canceled once production starts. This includes Lloyd Flanders, Telescope Casual, O.W. Lee, Woodard, Lane Venture and Skyline Design furniture, replacement cushions, and any item marked “Made to order” or “Made Just for You” on its product page. Not sure? Message or call us before you order.
- Quick Ship items (marked “Quick Ship available” on the product page) can be returned within 30 days under the return terms below.
Returns (30 days)
- Start a return within 30 days of delivery by emailing support@bespokepatio.com. We’ll send a Return Authorization (RA) number and arrange pickup or a return label.
- Items must be unused, in their original condition and packaging, and not assembled or installed.
- We inspect every return and process it within 14 days of receiving it. You’ll get an email when it’s done; your card company may take 1–2 billing cycles to show the credit.
Choose how you’d like to be paid back:
Store credit
No restocking fee
Choose store credit and we waive the 25% restocking fee. Only the return shipping cost is deducted.
Refund
25% restocking fee
Refunded to your original payment method, less a 25% restocking fee and the return shipping cost.
Exchanges
Want a different finish, fabric or product? We’ll help. Exchanges follow the return process above, and exchanges for store credit have no restocking fee.
Items that can’t be returned
- Made-to-order, custom or special-order items (final sale)
- Items that have been assembled, installed or used
- Items marked non-returnable, final sale or clearance
- Orders of 6 or more of the same item
- Items bought in a promotion such as buy-one-get-one must be returned together for a full refund
Damaged or defective items are always covered; see below.
Damaged items
- Inspect before you sign. Note any visible box damage on the delivery receipt and take photos before the driver leaves.
- Report damage within 7 days of delivery with photos of the item, the box and the shipping label to support@bespokepatio.com. We’ll file the claim and arrange a repair, replacement or refund at no cost to you.
- Damage reported more than 7 days after delivery may not be covered by the carrier claim, but may still be covered by the manufacturer’s warranty.
Warranty
Warranties vary by manufacturer; see each product page for details. We’ll help you file any warranty claim, from start to finish.
Chargebacks
If something isn’t right with your order, please contact us before filing a chargeback with your bank. We respond quickly and will work with you to resolve it, usually much faster than a bank dispute. Email support@bespokepatio.com or call or text (949) 782-7338.
The fine print
We reserve the right to refuse a return or exchange that doesn’t meet this policy. Made-to-order items are final sale, except for damage in transit or manufacturing defects, and we’re always happy to review unique situations case by case. Refunds are issued to the original payment method. For delivery timing and options, see our shipping policy.