Refund policy

Effective Date: 2026-01-13

1. Overview

This Return and Refund Policy (the "Policy") governs returns, refunds, replacements, and cancellations for purchases made through pationook.com (the "Site"). The Site is operated under the trade name Patio Nook by Ortega Enterprises LLC ("Company," "we," "us," or "our"), a New Jersey limited liability company doing business as Patio Nook.

Patio Nook is an independent online retailer operated by Ortega Enterprises LLC. We curate and source a range of outdoor living, patio, backyard, and lifestyle products—including pergolas, gazebos, fire features, outdoor furniture, grills, and related solutions—from trusted suppliers. Patio Nook is not affiliated with or endorsed by the brands featured unless explicitly stated.

Direct from Manufacturer to Consumer Program. Orders placed on this Site are fulfilled and shipped directly by the manufacturer or supplier on our behalf. By placing an order, you acknowledge that your order will be shipped directly from our fulfillment supplier to your delivery address. Product details have been supplied by the manufacturer or supplier and may be hosted, synchronized, or transmitted through a third-party platform.

Product Disclaimer: Products sold on this Site are intended for residential outdoor and patio use only. They are not intended for commercial, industrial, or structural applications unless explicitly stated in the product listing. Always follow manufacturer installation and safety guidelines. Individual results and suitability may vary.

Summary

  • Region: Contiguous United States only (excludes Alaska, Hawaii, and U.S. territories)
  • Shipping offer: Free standard shipping on orders over $100; orders of $100 or less incur a $60 flat-rate shipping fee
  • Return window: 30 days from delivery; damage/defects/incorrect items must be reported within 48 hours of delivery
  • Return eligibility: Eligible outdoor/home goods in new, unused, and uninstalled condition, subject to the conditions below
  • Return shipping: Customer is responsible unless the item is confirmed defective/damaged on arrival or incorrect, in which case we may provide a prepaid label (at our discretion)
  • Restocking fee: 25% of the product price for approved non-defective returns
  • Order Cut-Off Time: 2:00 PM EST

2. Contact Information

To request a Return Authorization ("RA") or report damage/defects, contact our customer service team:

Hours: Monday to Friday, 9:00 AM – 5:00 PM MST

3. Return Eligibility and Conditions

All returns are subject to prior written approval and issuance of an RA. Returns may be approved only if all applicable conditions are satisfied:

  • Defective/Damaged/Incorrect: The item arrived damaged, defective, or incorrect, and you notify us within 48 hours of delivery.
  • Non-defective returns: You request the return within 30 days of delivery and the item is new, unused, uninstalled, and in the original packaging with all parts/accessories.
  • Condition: Items must be returned in resalable condition. Items that show use, assembly/installation, wear, missing components, or damage not attributable to carrier transit may be denied.
  • Return timing: Once an RA is issued, the item must be shipped within 7 days of approval unless otherwise stated in writing.

For clarity, items that have been installed or used are generally non-returnable, except where a defect or transit damage is confirmed and timely reported.

4. How to Initiate a Return

To initiate a return, follow these steps:

  1. Contact us via email at support@pationook.com or by phone at +1 (848) 301-2034 within the applicable return window.
  2. Provide your order number, a description of the reason for return, and photos if the item is damaged, defective, or incorrect.
  3. Await written RA approval. Do not ship the item back before receiving a written Return Authorization. Items returned without an RA may be refused and returned to sender at the customer's expense.
  4. Ship the item using the method specified in your RA approval within 7 days of receiving the RA.

5. Reporting Transit Damage, Defects, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, you must contact us within 48 hours of delivery. Your request must include:

  • Your order number
  • Clear photos of the packaging and the product (including the damage/issue)
  • A brief written description of the issue

We will review the information and may request additional documentation. If approved, we will provide written instructions and, where applicable, a prepaid return label or other resolution steps.

6. Return Shipping, Outbound Shipping Charges, and Fees

Return Shipping. Unless the item is confirmed as damaged/defective on arrival or incorrect, you are responsible for return shipping costs and any related fees (including packaging and insurance).

Outbound Shipping Charges. Shipping is free on orders with a merchandise subtotal of over $100. Orders with a merchandise subtotal of $100 or less incur a $60 flat-rate shipping charge. If your order qualified for free shipping and you later return items such that the remaining kept merchandise subtotal is $100 or less, we reserve the right to deduct the applicable $60 outbound shipping charge from your refund, to the extent permitted by law. Original shipping charges are non-refundable unless the return is due to a verified defect, damage in transit, or an incorrect item.

Restocking Fee. Approved non-defective returns are subject to a 25% restocking fee calculated on the product price (excluding taxes and shipping). The restocking fee will be deducted from the refund amount. Returns due to confirmed transit damage, defects on arrival, or incorrect items are not subject to a restocking fee.

Items sent back without an RA, sent to the wrong address, or returned using a method other than the one authorized may be refused and returned to sender at the customer's expense.

7. Refunds, Replacements, and Processing Time

  • Upon receipt, we will inspect the returned item to confirm eligibility and condition.
  • If approved, refunds are issued to the original payment method within 7 business days after inspection approval. Please allow an additional 3–10 business days for your bank or card issuer to process the refund.
  • Refunds exclude non-refundable charges where permitted by law, including any applicable restocking fee and shipping charges as described above.
  • Where appropriate, we may offer a replacement instead of a refund (for example, for confirmed damage/defect/incorrect item), subject to availability. Approved replacements will ship within 5–7 business days of return confirmation unless otherwise agreed in writing.
  • If an item is returned in less-than-perfect or incomplete condition but still accepted at our discretion, a partial refund may be issued reflecting the diminished condition of the item.

8. Exchanges

We do not offer traditional "swap" exchanges. If you need a different item, please contact us for guidance. Where available, a replacement for the same item/model may be offered for confirmed defects or transit damage, subject to RA approval and product availability.

9. Non-Returnable Items

Except where prohibited by law, we do not accept returns for:

  • Requests submitted after the applicable reporting window (48 hours for damage/defect/incorrect; 30 days for non-defective returns)
  • Items damaged due to misuse, negligence, improper installation, alteration, or normal wear and tear
  • Items that have been installed, used, assembled, modified, or are missing original parts/packaging
  • Custom, special-order, or made-to-order items (where applicable)
  • Clearance or final sale items (if marked "final sale" on the product page)
  • Perishable goods
  • Gift cards and downloadable digital items

10. Order Cancellations

  • Orders may be canceled prior to shipment for a full refund.
  • Once an order has shipped (including freight pickup), it cannot be canceled and must follow the return process above, if eligible.

11. Legal Rights

This Policy is intended to be consistent with applicable U.S. consumer protection laws, including those of the State of New Jersey. Nothing in this Policy limits any rights that cannot be waived under applicable law.

12. Changes to This Policy

We may update this Policy from time to time. Any changes take effect upon posting to the Site, unless otherwise required by law.

By purchasing from Patio Nook (operated by Ortega Enterprises LLC), you acknowledge that you have read and agree to this Return and Refund Policy.

Ortega Enterprises LLC (operating as Patio Nook)
support@pationook.com
+1 (848) 301-2034
5830 E 2nd St Ste 6300, Casper WY 82609, United States