Warranty & Return Policy for all Outdoor Replacement Cushions, Pillow and Umbrellas
At Outdoor Rooms Direct our policy is to provide you with an easy-to-use service. If you find that your order is damaged or not the size as described on our website, we will gladly fix the problem.

Because each product is made-to-order, all orders placed are final and will be made exactly as ordered according to the email confirmation that you receive and the description on our site.

We cannot take returns for cushions that do not fit unless it is a mistake on our end. If your cushion is not the size as described, we will remake it but there are no returns or refunds. Please be certain that the cushions that you are ordering will fit your furniture. Please note that cushions are made within the half inch variance.

We are unable to accept cushions, umbrella and all other item returns due to color or pattern dislike. We make every effort to allow web site visitors the ability to view fabrics prior to purchase. Fabric samples are also available upon request prior to shipping. Since cushions are custom made, it is not possible to accept returns for this reason. Your cooperation is appreciated. It is recommended that you request fabric samples before ordering.

There are no cancellations of orders since the fabric will be cut immediately and production started. If there is a problem with an order, please contact us and we will respond to your request as soon as possible.

Helpful Tips :
- Do not machine wash your cushions and/or fabrics
- Close umbrellas when high winds are present
- Use caution when opening boxes with knife
- Choose the best fabric for your climate
- Be certain that the cushions will fit your furniture
- Cushions are water resistant, not water proof

Warranty Information
Outdoor Rooms Direct warrants quality and craftsmanship of cushions and umbrellas for a period of one 6 months from the original invoice date. This warranty is limited to normal use and proper care by the purchaser. It does not include commercial use or normal fading of fabrics. Printed acrylics and printed polyester fabrics are not warranted against fading.

Outdoor Rooms Direct is not liable if the customer fails to use proper cleaning techniques in caring for and maintaining fabrics. For proper cleaning instructions, please refer to the instructions sent with your order or see them here.
Warranty is void if failure of the cushion or umbrella is caused by acts of nature, accident, neglect, abuse and/or failure to take reasonable care of the product. All measurements and specifications are approximate.
All products are not warranted against nature and weather. For best results, do not use umbrellas in windy conditions, and always close or remove them from tables when not in use. A bolt down deck or base should be used in conjunction with dining tables to stabilize umbrellas. Do not use umbrellas as free standing items unless properly supported. All items should be cared for properly such as proper cleaning and storage.

By purchasing any item on this web site, it is assumed that you have read and understood all of our policies.

Warranty and Return Policy for Alpine Products--Fountains, Statuaries and Birdfeeders
There is a one-year warranty on all products unless otherwise noted.

A return authorization number must be obtained from Outdoor Rooms Direct before any returns can be made.  After prior approval, any returns must be in the original packaging and resalable. Return merchandise is subject to a 25% restocking fee and customer is responsible freight charge.

All factory defects must be notified to us within 10 days of the invoice date.
Any claims made after the 10th day will not be considered as a legitimate claim.
All factory defects must be notified to us within 10 days of the invoice date. Any claims made after the 10th day will not be considered as a legitimate claim.

Warranty and Return Policy for Gel and Electric Fireplaces and Accessories

Warranty
Jensen Metal Products, Inc., doing business as Real Flame®, warrants Real Flame vent-less fireplaces and accessories to be free from defects in parts and workmanship under normal use and service for a period of 90 days from the date of purchase. In the event of such defects Real Flame will, at its option, replace the defective product or refund the purchase price. The foregoing is the exclusive remedy and Real Flame disclaims all other warranties, including any implied warranty of merchantability or fitness for a particular purpose. In addition, Real Flame will not be responsible for consequential damages in excess of the purchase price of the product on which such liability is based. Electric fireplaces carry a one-year warranty on the electric firebox only.

Return Policy
You may return your purchase within 90 days of receipt for a refund of the purchase price excluding shipping costs and a 15% restocking fee. Customers are responsible for return shipping unless we agree to accept an item as defective or damaged. We will refund original shipping charges only if we made a shipping error.
All returned products must be 100% complete, adequately packaged in original packaging and in resalable condition. Products that have been assembled or modified will not be eligible for return. All items must be returned in their entirety, meaning all items included must be returned together, assuming they adhere to Real Flame’s return guidelines and policy below.
All returns will require a valid Return Merchandise Authorization number (RMA. Please call 1-800-428-1637 to start your RMA process. Items returned without an RMA will not be considered for a refund. You have 90 days from the time you receive your shipment to request an RMA. The RMA will expire 15 days after it is issued and cannot be extended or re-issued. A valid RMA number must be written clearly on the shipping label or box. No refunds will be issued for incomplete or unauthorized returns.

Refunds will be issued after items arrive in our warehouse and are inspected. It may take three to five weeks from the date we receive an item for your account to be credited. Real Flame reserves the right to refuse any returned product. Please refer to our return guidelines for further information.

Return Guidelines
1) No returns will be accepted more than 90 days after you receive the merchandise. Unfortunately, we cannot allow any exceptions to our return policy
2) We will not accept damaged merchandise that was not inspected by the customer at the time of original delivery and was not reported or claimed within 48 hours of receipt. If the customer signs for delivery and does not report any damage to the shipping company, or to Real Flame, then it’s the customer’s responsibility to file a claim for damages with the shipping company.
3) No returns or exchanges on discontinued items.
4) All returned products will be inspected. Any item that is returned as defective and is found not to be so will be subject to a 25% handling fee as well as the restocking fee of 15% plus all shipping costs.
5) If non-returnable items are sent back, no credit will be issued. The customer will be responsible for shipping charges. Items will be re-sent upon receipt of payment for shipping charges. Items will be deemed abandoned if we are not contacted within 30 days from the date we receive the merchandise.
6) If a customer refuses to accept a shipped order without setting up an RMA, then the customer will be responsible for all shipping costs. Also, a 25% processing fee will be assessed with the standard 15% restocking fee.

Products that cannot be returned or exchanged
1) Packages without an RMA (Return Merchandise Authorization).
2) Product that has been used or shows signs of assembly.
3) Any discontinued product.
4) Any parts or replacement parts.
5) Product not in original packaging.

Gel Fuel Return or Replacement
1) Real Flame will not accept any fuel returned without an RMA from our Customer Service Department at 1-800-428-1637.
2) Any fuel container that you believe is damaged must be reported within 48 hours of receiving the shipment. If reported after 48 hours, Real Flame is no longer responsible for issuing an RMA or a replacement.
3) Our Real Flame Gel Fuel is clearly marked to last at least one year from the date of purchase. Any fuel that is older than one year is not returnable.
4) If you believe the fuel is defective, you must call our Customer Service Department as soon as possible. We will then assess your concerns and help find a solution.

Refused Shipment
If a customer refuses an order in transit without notifying our Customer Service Department and getting an RMA, the customer will be responsible for all shipping costs including original shipping fees and return shipping fees. Real Flame will also charge a 25% handling fee to cover the costs of additional processing and treat the refused shipment as a general return, with the routine 15% restocking fee added.

Damaged Shipment
It is imperative to check all packaging before accepting your order. If the packaging has any sign of damage, refuse the package and note the damage on the box. Please call our Customer Service Department immediately at 1-800-428-1637 and report the damaged package. If damage is not reported within 48 hours after receiving package, Real Flame will no longer be responsible for issuing an RMA or replacing the damaged product. After you sign for the package it becomes your responsibility to make claims with the shipping company to recoup any damages. Please be sure to inspect all packaging before you sign for them.

Missing Shipment
In the rare case that a shipment does not arrive, you must call our Customer Service Department at 1-800-428-1637 and report the missing shipment. We will then issue a tracer for the package to determine if it has been delivered to an incorrect address or is lost. After we know the results, we will replace the product or refund your money. It can sometimes take more than two weeks to receive tracer results. You may also repurchase the product. If you do so, you will be credited for the original once the tracer results are established. It is important that we receive correct information for issuing a tracer for the packages. A current phone number and shipping address are required. Without a tracer, we will be unable to send replacements for lost orders and will assume that the items have been received.

Replacement Parts
In the event that an item has been lost or damaged either by the manufacturer or in shipping you may request a replacement. Replacement parts are not available for all units and only given at Real Flame’s discretion. We will assess any damage and find a solution, including ordering and shipping a replacement to you. No replacements available for discontinued items or repackaged (open box) products.

Incorrect Order Received
If you received something other than you ordered, please contact 1-800-428-1637 within 48 hours of receiving the item. We will provide an RMA and instructions on how to ship the product back. All shipping costs will be covered by Real Flame upon proof that the item shipped was not on the original order.

Cancellation or Any Change to Order
If you need to cancel or change your order you must contact our Customer Service Department, 1-800-428-1637, the same day that you placed your order. Some orders may ship the same day. We must know as soon as possible about any cancellation or changes. Requesting a cancellation or change does not guarantee the order will be cancelled or changed as the warehouse may have already pulled or shipped the order. Any cancellation or change that has been requested once the warehouse has pulled, but not shipped, the order will be subject to a 25% processing fee. If the order has shipped, the shipping costs as well as a 15% restocking fee (if product is returned) will be charged. Any item returned without an RMA will not be eligible for a refund. If an address adjustment is needed an $11 charge per package will be added to the purchase price along with any other additional charges for the shipment.

Refunds
A refund will be issued within three to five weeks in the same form of payment used in the original transaction. Our return department processes returns and issues credits once a week. If your item isn’t received by that time it will be processed the following week.

Warranty and Return Policy for Outdoor Art
There is a 2-year manufacturer's warranty on all outdoor art by West of the Winds Design. This is a guaranteed against fading, peeling and corrosion. Framework is guaranteed against breakage when installed with manufacturer's hanging system up to 50 mph winds.

There is a 10% restocking fee for any returns. Please contact OutdoorRoomsDirect.com for questions relating to returns or warranty.

Warranty and Return Policy for Outdoor Patio Covers
There is a 2-year manufacturer's warranty on Metro Brown and Green with Piping covers and a 1-year manufacturer’s warranty on our economy line of Khaki Outdoor Patio Covers by Budge Industries which covers defects in material and workmanship.

Any returns must be in the original packaging and resalable. Customers are responsible for all shipping charges to and from and a 10% restocking fee (no refund for shipping charges).
Any changes to the original order must be received 24 hours from the date of the original order.
Please contact OutdoorRoomsDirect.com for questions relating to returns or warranty.

Warranty and Return Policy for Hammocks

The Algoma Net Company’s products have a one year warranty to be free of defects in workmanship and materials for up to one year after the purchase date. Obvious exposure to weather conditions including rain, snow, and humidity are not covered under this warranty. Other damage not covered under the warranty includes mildew, damaged caused by normal wear, improper care during storage, improper maintenance, and improper installation.

Return Policy
The Algoma Net Company will repair or replace any Algoma product for a full year from the date of purchase for any defective items; however we cannot give refunds. If an item is found to be defective within one year of its purchase, Algoma will replace without charge upon the return of the product accompanied by a sales receipt.
For non-defective items the merchandise must be returned with 30 days of receipt and there will be a 20% restocking charge for returned merchandise.

Warranty and Return Policy for Outdoor Heaters & Fire Pits
Outdoor Heaters by Well Traveled Living There is a 1 year limited warranty on all components purchased by the original owner against defects in materials and workmanship under normal use. This warranty does NOT cover normal wear and weathering, assembly and/or maintenance OR use in a commercial application. Failures and/or damage which result from accident, negligence, misuse, abuse, neglect, mishandling, alterations or modification, failure to maintain, improper assembly or maintenance service by unauthorized agency or use of unauthorized components or damage that is attributable to acts of God are NOT covered. At Well Traveled Living’s sole discretion, products under warranty will be repaired and/or replaced at no charge to the customer.

Purchaser assumes all risks in the assembly and operation of this unit.

Any returns must be sent via freight and in the original retail packaging and have prior approval from Outdoor Rooms Direct and have a return tracking number. There is a 15% restocking fee for all returns.
Any returns that were for items with free shipping will be reimbursed for the cost of the items no shipping costs.

Warranty and Return Policy for Darlee Furniture
There are no returns on Darlee Furniture. We will replace anything that is damaged. Warranty on the finish is for two years from the date of purchase and warranty on the frame is for ten years from the date of purchase. Please contact Outdoor Rooms Direct with any questions.

Warranty and Return Policy for Malin Outdoor Furniture
Returns
Returns are allowed within 14 days of original ship date. Customer will be credited for the total purchase price, upon receipt of the product, less a 20% re-stocking fee. Return shipping costs will be at the customer’s expense. Returns will be inspected prior to issuing credit. Items must be returned back in the original, unused condition. All parts must be included and functioning properly.

Shipping
Someone must be present upon delivery of products. Shipping company will not leave the product unless someone is present to sign for. Recipient must inspect all shipments thoroughly upon receipt. Note any damage on the delivery receipt and notify Outdoor Rooms Direct within 3 business days if anything is wrong with the order. DO NOT REFUSE the shipment. Refused shipments will result in additional charges. Keep all packaging and damaged goods until the claim is resolved.

Warranty:
Savannah Outdoor Classics (Malin) warrants all product lines for five years to the original purchaser, except as noted below, against defects in material and workmanship.
Warranty does not apply to freight or shipping damage, abuse (intentional or unintentional), acts of God, improper care, and commercial use. All warranty claims must be submitted in writing to Outdoor Rooms Direct within the specified warranty period. Claims require proof of original purchase via a copy of the invoice and proof of date of resale to the current owner. Savannah Outdoor Classics reserves the right to require pictures to substantiate the claim and may require physical inspection of the item. Savannah Outdoor Classics reserves the right to repair defective items or replace them with like or similar items.

Warranty and Return Policy for Wooden Furniture by Merry Products
Merry Products, Inc. are warranted for 1 year, under normal use, to be free from defects in materials and workmanship. Please contact onlinesales@outdoorroomsdirect.com immediately and we will try to replace the broken item for you.
Merry products, Inc. and/or Kensinger Enterprise, Inc. shall not be liable towards any purchaser or any third party purchaser for damages sustained, arising directly or indirectly out of any purchase beyone the price paid for the products.