Returns & Cancellations

Buying items online can be a daunting task. That's why we offer a 30-day return period on most furniture and cushion orders. This 30-day return period starts the day your order is delivered. Any returns requested after the 30-day period will be subject to a restocking fee or may be refused.

NOTE: Unfortunately, this 30-day return period does not apply to custom color combination orders. Custom order returns are worked on a case-by-case basis and may have a restocking fees, if accepted. All cushion and umbrella orders are considered custom orders and will have a 15-25% restocking fee, if accepted.

All returns must be in their original, re-usable packaging and received in new, re-stockable condition to qualify for a full refund. Products that have been assembled or are received in used or damaged condition may not be eligible for a refund unless approved by Premium Poly Patios.

Please contact us by phone or email prior to your return to obtain a Return Authorization Number (RMA) and the correct return shipping address. We recommend insuring your return shipment for its full value to protect yourself.
Be sure to include your name, address, phone number, and the RMA with your return.

Important: Any shipment returned without prior written approval from Premium Poly Patios may not be accepted or refunded. Always contact us before returning your order to ensure you have the correct RMA and return instructions.

Once your return has been shipped, please email the tracking number to: support@poly-lumber-furniture.com. This allows us to monitor the shipment and process your refund efficiently. After we receive and inspect your return, we will notify you and credit the original payment method used for your purchase.

Note: Failure to provide return tracking information will significantly delay the inspection and refund process.

Return shipping charges are non-refundable unless otherwise agreed upon by Premium Poly Patios. This policy also applies to any refused shipment charges.

Most of our products are made to order. Cancellations MUST be submitted via email to support@poly-lumber-furniture.com within 24 hours of placing your order. If a cancellation request is made after the 24-hour window but before shipment, the order may be subject to a retention fee of 25–50% of the order total. Orders cannot be canceled once they are in production or on the dock for shipment. Such orders will be treated as returns and may incur restocking and/or return shipping fees.

Once an order has moved out of production (e.g., being packaged, on our dock awaiting pickup, or picked up by the delivery carrier), it is considered "shipped" and will be processed as a return.

Orders refused at the time of delivery without prior approval will be subject to a refusal fee as well as return shipping charges.

Important: We reserve the right to cancel any order at any time and for any reason. If you need assistance or clarification, please call us at 877-904-1234, option #2, Monday–Friday, 9 AM – 5 PM EST.