FAQ

Our return and cancellation policy varies depending on whether you purchase custom made-to-order items or standard non-custom items. Custom pieces from brands like Lloyd Flanders, Tropitone, Winston, and OW Lee are final sale once production begins, while standard items may be returned within a specific timeframe under certain conditions.

Custom made-to-order furniture is manufactured specifically to your specifications with your chosen fabrics, finishes, and configurations. Once production begins, these pieces cannot be resold as they are uniquely tailored to your order. Standard items, however, are produced in set configurations and can be restocked if returned in pristine condition.

Custom or made-to-order items include any furniture piece that is manufactured specifically for your order with personalized selections such as:

• Custom fabric choices for cushions and slings
• Special finish colors or powder coating options
• Unique configurations or dimensions
• Personalized combinations of components
• Any item from brands including Lloyd Flanders, Tropitone, Winston, OW Lee, and other manufacturers that produce to order

Custom and made-to-order items are final sale and non-cancellable once production begins. We provide detailed product information, samples when available, and expert guidance before you place your order to ensure you are completely confident in your selections. Once manufacturing commences, cancellations cannot be accepted as the furniture is being built to your exact specifications.

No, custom and made-to-order items are non-returnable once production begins. These pieces are manufactured specifically for you with your chosen fabrics, finishes, and configurations, making them unable to be resold. We encourage you to carefully review all specifications, request samples, and ask questions before finalizing your custom order.

Once production begins on custom items, cancellations cannot be processed. The furniture is being manufactured to your unique specifications and cannot be stopped mid-production or resold to another customer. Your order will be completed and shipped as originally specified.

When you place a custom order, we provide an estimated production timeline. You will receive order confirmation immediately, and we will notify you of key milestones including when your order enters production. If you have concerns about your order, please contact us at sales@luxuryoutdooroutlet.com as soon as possible.

Changes to custom orders may be possible if requested before production begins. Contact us immediately at sales@luxuryoutdooroutlet.com if you need to modify your order. Once manufacturing has started, no changes can be accommodated as the furniture is already being built to your original specifications.

We strongly encourage you to request physical samples before placing custom orders. Our team at Luxury Outdoor Outlet can provide fabric swatches and finish samples for most custom items, allowing you to see and feel the actual materials in your own lighting and environment. Contact sales@luxuryoutdooroutlet.com to request samples.

Standard items are furniture pieces produced in set configurations without personalization. These include:

• In-stock furniture in standard colors and fabrics
• Pre-configured sets and collections
• Items without custom fabric, finish, or dimensional selections
• Quick-ship and ready-to-deliver products

Standard non-custom items may be returned within seven to fourteen days from the delivery date. The exact return window will be specified in your order confirmation and may vary based on the specific product and manufacturer.

To qualify for return, standard items must meet the following requirements:

• Returned within the specified return window from delivery date
• Completely unused with no signs of assembly, wear, or use
• In original packaging with all materials, hardware, and documentation
• Free from damage, stains, odors, or alterations
• All original tags and labels intact

The customer is responsible for all return freight costs on standard items. Outdoor furniture is substantial and shipping costs can be significant. We recommend obtaining shipping quotes before initiating a return to understand the total cost involved.

Yes, a restocking fee applies to all returned standard items to cover inspection, repackaging, and processing costs. The restocking fee percentage will be specified in your order confirmation and deducted from your refund amount.

To begin the return process, contact our customer service team at sales@luxuryoutdooroutlet.com within the return window. Provide your order number and reason for return. Our team will provide return authorization and instructions. Do not ship items back without prior authorization as unauthorized returns cannot be accepted.

Once we receive and inspect your returned standard item, refunds are typically processed within seven to ten business days. The refund will be issued to your original payment method minus return shipping costs and the applicable restocking fee. Please allow additional time for your financial institution to post the credit to your account.

We do not offer direct exchanges. If you wish to obtain a different product, you must return the original item following our standard return process and place a new order for the desired product. This ensures accurate inventory management and proper processing of both transactions.

Shipping damage is handled separately from our standard return policy. If your furniture arrives damaged, please:

• Inspect all items immediately upon delivery while the carrier is present if possible
• Note any visible damage on the delivery receipt
• Photograph all damage including packaging, product, and shipping labels
• Contact us at sales@luxuryoutdooroutlet.com within forty-eight hours of delivery
• Do not discard packaging materials until the claim is resolved

We will work with you and the shipping carrier to resolve damage claims and arrange for replacement or repair at no cost to you.

Manufacturing defects are covered under manufacturer warranties and are not processed as returns. If you discover a defect:

• Contact us immediately at sales@luxuryoutdooroutlet.com with photos and description
• Provide your order number and date of purchase
• Do not attempt repairs that might void the warranty

We will coordinate with the manufacturer to determine the appropriate resolution, which may include replacement parts, repair, or replacement of the defective item under warranty terms.

Shipping damage typically shows signs of impact, crushing, or external force and often includes damaged packaging. Manufacturing defects are flaws in materials or workmanship present from production. If you are unsure, contact us at sales@luxuryoutdooroutlet.com with detailed photos and we will help determine the cause and appropriate resolution.

Shipping damage must be reported within forty-eight hours of delivery. Manufacturing defects should be reported as soon as discovered. Manufacturer warranties have specific timeframes that vary by brand and product. We recommend inspecting all furniture thoroughly upon receipt and reviewing warranty documentation provided with your order.

If you receive an incorrect item due to our error, we will arrange for return of the wrong item at our expense and ship the correct item to you at no additional cost. Contact us immediately at sales@luxuryoutdooroutlet.com with your order number and photos of the item received.

If your order arrives incomplete, contact us at sales@luxuryoutdooroutlet.com within forty-eight hours of delivery with your order number and list of missing items. We will investigate and ship missing items to you promptly at no additional charge.

Our policies are designed to be fair and consistent for all customers while protecting the integrity of custom manufacturing processes. Exceptions are rarely granted but may be considered for extraordinary circumstances. Contact sales@luxuryoutdooroutlet.com to discuss unusual situations with our management team.

We understand that large purchases can sometimes lead to second thoughts. However, once production begins on custom items, we cannot cancel or accept returns as the furniture is being manufactured specifically for you. We encourage careful consideration and consultation with our team before placing custom orders to ensure complete confidence in your selections.

While we do not offer unconditional satisfaction guarantees on custom items due to their personalized nature, we are committed to ensuring you receive exactly what you ordered in perfect condition. We provide detailed product information, expert guidance, samples when available, and quality assurance throughout the manufacturing and delivery process.

We recommend the following steps to ensure confidence in your purchase:

• Request and review physical samples of fabrics and finishes
• Consult with our knowledgeable team about your specific needs and environment
• Carefully review all specifications, dimensions, and configurations
• Read customer reviews and testimonials
• Ask questions about maintenance, durability, and expected performance
• Consider visiting our showroom to see and experience furniture in person
• Review manufacturer information and warranty details

Our customer service team is available to answer questions about our return and cancellation policies. Contact us at sales@luxuryoutdooroutlet.com with your specific questions or concerns. We are here to help you understand our policies and make informed purchasing decisions.

Warranty information is provided with your furniture upon delivery and is also available by contacting sales@luxuryoutdooroutlet.com. Warranties vary by manufacturer and product type. Our team can provide specific warranty details for any product you are considering.

Yes, we encourage customers to visit our showroom to experience our furniture collections in person. Seeing, touching, and sitting on furniture provides valuable insight that helps ensure satisfaction with your purchase. Contact sales@luxuryoutdooroutlet.com for showroom location, hours, and to schedule a personalized consultation.

Yes, our policies reflect industry standards for premium outdoor furniture, particularly for custom and made-to-order pieces. The nature of custom manufacturing requires firm policies to protect both the customer's investment in personalized furniture and the manufacturer's commitment of resources to produce unique pieces. These policies are consistent with other reputable outdoor furniture retailers specializing in high-quality, custom products.

Outdoor furniture, particularly premium custom pieces, involves specialized manufacturing processes, weather-resistant materials, and often significant customization. The size and weight of outdoor furniture also create substantial shipping costs. Additionally, many outdoor furniture pieces are made to order rather than mass-produced, requiring different policies than mass-market indoor furniture.

For any questions regarding our return and cancellation policy, or for assistance with your order, please contact our customer service team:

Email: sales@luxuryoutdooroutlet.com

We are committed to providing exceptional service and ensuring your complete satisfaction with your Luxury Outdoor Outlet purchase. Our team is here to help you make informed decisions and enjoy beautiful, high-quality outdoor furniture for years to come.

This FAQ is designed to provide clear guidance on our return and cancellation policies. For the most current policy details or specific questions about your order, please contact sales@luxuryoutdooroutlet.com. Policies are subject to change and the terms provided at the time of your purchase will govern your transaction.