Refund policy

Returns & Cancellations

30-Day Return Policy, we want you to be happy with your new outdoor structure. If you are not satisfied, you may return eligible items within 30 days of delivery.

Return Shipping Costs Unlike small packages, returning large freight items (like gazebos and pergolas) is expensive. The customer is responsible for all return shipping costs.

• If you choose to return an item, you can arrange your own shipping, or we can arrange it for you and deduct the cost from your refund.

• Please be aware: Freight return shipping costs often range from $200 to $600 depending on your location and the item weight.

Restocking Fees Because our products are shipped directly from the manufacturer, all returns are subject to a restocking fee of [15-25%]. This fee is deducted from your final refund amount.

Condition of Items To be eligible for a return, the item must be:

• Unassembled and unused.

• In the original factory packaging (including all strappings and cardboard).

• Free of any damage.

Damages (CRITICAL - PLEASE READ) You must inspect the package before you sign the delivery receipt.

• If the box looks damaged, crushed, or torn, you must write "DAMAGED" on the driver's paperwork before they leave.

• Take photos of the damage immediately.

• Send photos to support@primepatiodirect.com within 24 hours.

• If you sign for the package without noting damage, we cannot file a claim, and we may not be able to offer a free replacement.

Cancellations If you need to cancel an order, you must do so before it ships. Once an order has loaded onto the freight truck, it is considered a "Return," and return shipping fees + restocking fees will apply.