Refund and Return Policy

At-a-Glance

  • Standard: Start a return within 30 days of delivery for new, unused items in original packaging.
  • Exceptions: Some brands require shorter windows (14 or 10 days). When that applies, the shorter window governs and is shown on the product page and in the Brand Exceptions table below.
  • RMA required before any return.
  • Return costs: Customer pays return shipping and any carrier fees unless we made a mistake or the product arrived damaged/defective.
  • Restocking: Up to 25% (brand-dependent). Exact fee disclosed with your RMA.
  • Non-returnable: Custom/made-to-order items; installed/used items; clearance/final-sale; items without original packaging/accessories.

Cancellations

  • Before shipment: Free cancellation (excludes custom/made-to-order once submitted to production).
  • To cancel, contact support@theluxepatios.com or 877-747-LUXE (5893).

How to Start a Return (RMA)

Email us with your order #, item(s), reason, and photos (box unopened; or issue if opened). We’ll confirm eligibility, disclose any brand restocking fee, issue an RMA, and provide the correct return address and carrier instructions.

Exchanges

Handled as a return + new order. If you’re swapping models, we often reduce/waive part of the restock depending on brand and condition.

Shipping Costs, Restocking & Refusals

  • Buyer’s remorse: You pay return shipping.
  • Restocking: Up to 25% (see Brand Exceptions for brand-specific fees).
  • Refused/undeliverable freight: Counts as a return; actual round-trip freight + any brand restocking apply.

Damage / Shortage on Arrival

  • Inspect at delivery; note visible damage on the driver’s paperwork if possible.
  • Email support@theluxepatios.com within 5 calendar days with photos/video of the product, packaging, and label.
  • We’ll repair/replace or arrange parts per brand procedure.

Warranty

Manufacturer warranties apply; see product pages for terms. We’ll help facilitate claims.

Brand Exceptions (current suppliers)

The window below is the latest supplier requirement and overrides our 30-day standard for those brands.

Brand / Line Return window Fees & Notes
Sunstone Metal Products 30 days from shipment New/unused in original cartons. Customer pays return freight. Brand charges 15% restocking for returns they process via their own site and 15% repackaging if packaging is defaced/damaged. As a dealer, Luxe processes your RMA; expect brand restock up to 15% if packaging is altered.
Wilmington Grill 30 days (dealer managed) Wilmington focuses on lifetime warranty; returns are handled by the dealer. Customer typically pays shipping; parts warranty requires you to ship parts in for service.
Arteflame 14 days from purchase New/unused, unassembled, in unopened original packaging. Customer pays return shipping; if shipping was “free/flat,” actual freight is deducted. Non-resellable condition may incur up to 35% refinishing fee. Promotions/coupon orders are final sale. RMA required.
Hooray Grill Company 10 days from purchase New/unused in original packaging. Customer pays return shipping + 10% restock. If purchased via a dealer, the dealer policy applies (Luxe handles your RMA).

Custom / made-to-order items: not returnable (warranty support only).