Return and Refund Policy

This Return and Refund Policy is issued by CatherineSaundersLPCLLC, the operator of Patio Sanctuary Co.

Effective Date: July 28, 2026

1. Overview

At Patio Sanctuary Co, we stand behind the quality of our products. This policy explains when and how returns and refunds are accepted for purchases made through patiosanctuaryco.com .

Summary

  • Region: United States
  • Return window: 30 days total, but damage must be reported within 48 hours of delivery
  • Return eligibility: Returns are accepted for both defective and non-defective products when they meet the policy conditions
  • Return shipping: Customers are responsible for return shipping on change-of-mind returns. We cover return shipping for items that arrive defective, damaged, or incorrect.
  • Restocking fee: 25% of the product price on approved non-defective returns. This fee is waived for defective, damaged, or incorrect items.

2. Contact Information

To start a return or report damage, contact our customer service team:

Hours: Monday to Friday, 9:00 AM to 5:00 PM PT

3. Eligibility for Returns

Returns are accepted under the following conditions:

  • The item arrived damaged, defective, or incorrect
  • The customer wishes to return a new item within the policy window
  • Any damage, defect, or incorrect item was reported within 48 hours of delivery
  • The product is returned within 30 days of delivery
  • The item is unused and includes all original packaging, parts, and accessories

Items must be returned in new condition. Used, assembled, or installed products cannot be returned unless they were defective upon arrival.

4. Reporting Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, contact us within 48 hours of delivery. Please include:

  • Your order number
  • Photos clearly showing the damage or issue
  • A brief description of the problem

We will review the information and, if the return is approved, provide return instructions. For defective, damaged, or incorrect items, we will cover the cost of return shipping at no charge to you.

5. Return Shipping and Fees

For change-of-mind or non-defective returns, the customer is responsible for return shipping costs. For items that arrive defective, damaged, or incorrect, we cover return shipping at no cost to you. Approved returns must be shipped within seven days of approval.

Restocking Fee: Approved non-defective returns are subject to a 25% restocking fee based on the product price. This amount will be deducted from the refund. Defective, damaged, or incorrect items and approved exchanges for the same item are not subject to a restocking fee.

For defective, damaged, or incorrect items, contact us before returning the product so we can arrange the return at no cost to you.

6. Refunds and Replacements

  • After receiving and inspecting your returned item, we will confirm whether a refund or replacement has been approved
  • Approved refunds will be issued to the original payment method within 14 days after we receive and inspect the return
  • Depending on product availability, you may request an approved replacement instead of a refund
  • Your bank or payment provider may require additional time to post the refund to your account

7. Exchanges

We accept exchanges for defective and non-defective products when they meet the return conditions stated in this policy. Replacement products are shipped after the returned item has been received, inspected, and approved.

8. Non-Returnable Items

We cannot accept returns for:

  • Damage, defects, or incorrect items reported more than 48 hours after delivery
  • Items damaged due to misuse, improper installation, neglect, or unauthorized modification
  • Products showing signs of use, assembly, or installation unless defective upon arrival
  • Personalized, custom-made, special-order, or perishable products
  • Intimate or sanitary products unless they remain sealed and unused
  • Gift cards and downloadable digital products
  • Products returned without prior authorization

9. Cancellations

  • Orders may be canceled before shipment for a full refund
  • Once an order has shipped, it cannot be canceled and must follow the return process described in this policy
  • Custom-made, special-order, or personalized products may not be eligible for cancellation once production or processing has begun

10. Legal Rights

This policy does not limit or otherwise affect any rights you may have under applicable United States consumer-protection laws.

11. Changes to This Policy

We may update this Return and Refund Policy periodically. Any changes will take effect when the revised policy is posted on our website with an updated effective date.

By purchasing from Patio Sanctuary Co, you agree to this Return and Refund Policy .

Patio Sanctuary Co
Operated by CatherineSaundersLPCLLC
support@patiosanctuaryco.com
503-893-2068
5331 S Macadam Ave Ste 258 PMB 1031 Portland, OR 97239-3871 United States