Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at Online@familyhearthandpatio.com. Please note that returns will need to be sent to the following address: 571 Broad Street New London, CT 06320

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at Online@familyhearthandpatio.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

If you ordered incorrectly (i.e., you picked the wrong product), you are responsible for the return shipping cost. Return must be made within 30 days of delivery, items must be unused and in original packaging, & you will receive refund of product cost upon receipt.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at Online@familyhearthandpatio.com.

Refund policy

Cancellation Policy:

If you need to cancel an order, please email online@familyhearthandpatio.com as soon as possible. Once your order is confirmed cancelled, we will provide you with confirmation via email. All order cancellations must be received via email. This allows us to have a date/time stamp of your request in the unlikely event that the order has already been shipped from our warehouse.
Unfortunately, orders cannot be cancelled after they have been shipped. If an order is requested to be cancelled after it has been shipped, you will be responsible for roundtrip shipping charges and possible restocking fees as imposed by the warehouse.

Damage Policy:

If you receive a damaged or defective item or are missing parts, contact online@familyhearthandpatio.com within 24 hours of delivery for further instructions. All damage/defect issues do require email correspondence for resolution. Please keep all original packing materials and cartons available for repacking a return if that becomes necessary. We will make every effort to resolve the problem to your satisfaction. Replacements and/or replacement parts are sent as soon as possible.
Familyhearthandpatio.com makes every effort to provide high quality images to assist you in selecting your item. Some images may vary in color depending on your monitor color settings. Images can also vary on the web from how the actual item appears in your home depending on natural or artificial lighting. If precise colors are crucial to your order, please contact us by phone or e-mail for additional assistance.
Our staff is fully trained to offer any assistance you may need. Our excellent packaging and shipping record are an indication of our commitment to reduce damage incidents. Pictures are requested in the event of damage.
If a replacement is declined and you would prefer to cancel your order you may do so under the following conditions. Once the return is checked in at our warehouse, we will issue a refund. This refund will be less a restock fee and actual shipping charges. Keep in mind we are not responsible for any damage which is not reported 24 hours of arrival and noted on the delivery slip.
If you wish to return a product, you are required to e-mail online@familyhearthandpatio.com for a Return Authorization Number and further instructions. Your refund will not be processed without a Return Authorization Number.

Return Policy:

If you are not satisfied with your order, you may return it in its original packaging within 30 days of receipt for a refund. We cannot accept returns on used items or items which have been installed. *Credits cannot be issued for items which are used/assembled/installed, or items not returned in re-saleable condition. *
The shipping and handling charges will not be refunded, and certain restocking fees may also be assessed depending on the item and the respective manufacturers policy (with maximum of 20%). While our orders are offered with free shipping, please be aware that if you return one of these products our actual outbound shipping costs will be deducted from your refund. You will also be responsible for the return shipping charges.

If you need to return an item, please contact us with your order number and details about the product you would like to return. We will provide you with return instructions and Return Authorization # for your order.

All items shipped back to Familyhearthandpatio.com should be fully insured with the carrier you choose. *Credits cannot be issued for items which are used/assembled/installed, or items not returned in re-saleable condition. *

If your order arrives Damaged:

If you receive a damaged or defective item or there are missing parts, contact online@familyhearthandpatio.com within 24 hours of delivery for further instructions. Please keep all original packing materials and cartons available for repacking a return if that becomes necessary. We will make every effort to resolve the problem to your satisfaction. Replacements and/or replacement parts are sent as soon as possible.
Familyhearthandpatio.com makes every effort to provide high quality images to assist you in selecting your item. Some images may vary in color depending on your monitor color settings. Images can also vary on the web from how the actual item appears in your home depending on natural or artificial lighting. If precise colors are crucial to your order we suggest contacting us by phone or e-mail for assistance.
Our staff is fully trained to offer any assistance you may need. Our excellent packaging and shipping record are an indication of our commitment to reduce damage incidents. Pictures are requested in the event of damage.
If a replacement is declined and you prefer to cancel your order, you may do so under the following conditions. Once the return is checked in at our warehouse, we will issue a refund. This refund will be less a restock fee and actual shipping charges. Keep in mind we are not responsible for any damage not reported within 24 hours of arrival.
If you wish to return a product, you are required to e-mail online@familyhearthandpatio.com for a RA # (return authorization number) and further instructions. Your refund will not be processed without a return authorization number.

Familyhearthandpatio.com recommends that all products are installed by a licensed installer. Please review all model manuals and the installation guide to ensure products are installed correctly. Familyhearthandpatio.com is not responsible for any errors in installation or incorrectly purchased products to be used for installation. Manufacturer's guides should always be used to verify required materials and products prior to installation.