Return & Refund Policy

Shopping online means you don't always get to see a product in person before it arrives — and we get that it's not always a perfect match. That's why we make returns easy: most orders can be returned within 30 days of delivery, no hassle. Below, you'll find a simple step-by-step guide to our returns process, plus answers to the questions we hear most often.

Items eligible for Return

  • Items received within the last 30 days 
  • Items in their original, resalable condition, uninstalled and unaltered.

Items NOT eligible for Return 

  • Special Made-to-Order or Custom Items (such as a custom control panel or special order powder coating)
  • Clearance Items (will be marked Final Sale on Product page and on Order Confirmation)
  • Patio Heater parts (screws/bolts, emitters, glass/ceramic covers, etc.) – These items risk loss or damage in transit.

Return Shipping

Customers are responsible for return shipping unless the item(s) arrived damaged or wrong item(s) were received.

All items must be returned via a trackable common carrier (UPS, FedEx, DHL) or freight company, with a tracking number provided upon shipment.

To qualify for a refund or replacement, the following conditions must be met.

  • You must submit a return request to Patio Heating Direct within 30 days of receiving the product. All return requests after 30 days will be denied and closed.
  • All merchandise that is returned must have an RGA number. Returns to vendor without an RGA number will be refused and returned to sender.
  • Merchandise must be in its original carton, including all packaging materials and accessories, and have no markings or writing on box.
  • Merchandise must not have been installed or altered in any way, including cutting or clipping wires.
  • No returns will be accepted for any large quantity orders, custom products and special orders.
  • No credit will be issued for any shipping costs (including expedited shipping fees or shipping charges to Alaska or Hawaii).
  • We will not be held responsible for any labor costs, which occur as the result of the installation of wrong or defective parts.
  • No returns will be allowed for clearance or closeout products, where items are marked “final sale” on the product page and/or order confirmation, except for damaged or defective shipments.
  • Returns made outside of this stated policy will not be accepted.
  • No returns will be accepted on parts, bulbs or emitters.
  • Please note that all Infratech and Solaira controls are custom built, including relay panels, and are not eligible for return.

Requesting a Return

  1. Check your Order confirmation for your Order number and item(s) that you would like to replace or return. Click Request a Return and fill out the form completely, as all fields are required.
  2. Once you have submitted your Return Request, a customer service agent will reply within (1) business day with instructions for your return, including shipping information and RGA number. Please note that some vendors may take up to (5) days to issue an RGA (Return of Goods Authorization). Please note that our vendors may request images prior to return, especially in the case of wrong items or defective goods.
  3. Once you receive the RGA number and instructions for your Return, please review everything carefully. Place all items in their original boxes and packaging, making sure everything is secure to avoid damage in transit. Affix your shipping label(s) on each outer box of items being returned. Write your RGA number on the label(s) (Do not write the RGA number directly on any boxes). Email us the tracking number(s) of your return shipment, which will allow us to know when your return has been delivered to the vendor.
  4. After your Return has been received at our vendor warehouse, it will be inspected. Upon inspection approval, your refund will be authorized, and you will be notified via email. We estimate a refund credit will be issued within 5-10 business days from the day your Return was received.
Request a Return

FAQ

How long does it take to receive a refund?

Once the merchandise is received back at our warehouse, it will be checked in and thoroughly inspected. Upon inspection approval, your refund will be processed, and you will receive a refund confirmation email for your records. Typically, the credit will be issued within 5-10 business days from the item being received back at the warehouse. Once the funds have been released, the bank processing time is approximately 3-5 business days thereafter.

Do you charge any restocking fees?

Yes, as is directly charged by our vendor. Restocking fees are all noted on the product pages, under Shipping & Returns of each product. In some cases of replacement or exchange, we may be able to get our vendor to waive the restocking fee. Please contact us for further details.

Who is responsible for the return shipping and shipping charges?

Customers are responsible for return shipping unless the item(s) arrived damaged or wrong item(s) were received.
All items must be returned via a trackable common carrier (UPS, FedEx, DHL) or freight company, with a tracking number provided upon shipment.

For any damaged or incorrect items from the original order, we will arrange shipping through our vendor and provide the information and instructions to you.

My item was damaged, what do I do?

If you need a replacement item, please fill out the Request a Return and select “Replace Item” under “What would you like to do?”. To avoid any delays, please be sure to include all relevant details about the damage. A customer service agent will reply within (1) business day, to request images and document what was damaged, as well as to get your replacement ordered. Please do not dispose of any items or packaging until otherwise advised.