Return & Refund Policy

Outdoor Furniture and Accessories-

All outdoor furniture and accessories purchases may be returned for any reason within 30 days of date of purchase (return period). 1011 Outdoors customer service must be contacted at support@1011outdoors.com within the said return period to obtain a Return Merchandise Authorization (RMA) number. There are no additional cost or fees associated to an RMA, such as restocking fees or processing fees. However, in some cases (discussed below) return shipping may be at the customer’s expense.

If an item is not delivered or arrives in a damaged or otherwise defective state, please contact us within 7 days to submit a claim for an RMA. 1011 Outdoors may require pictures or video of defective/damaged items to issue a full refund. Once your claim is processed and approved, please allow 5-7 business days for the refund request to be completed. Some financial institutions may take an additional 5-7 business days to return the funds to your account(s), depending on the nature of the financial institution and the original form of payment. If a replacement unit or replacement parts are requested, please be aware that the fulfillment time frame is based on replacement product location & availability, and if the original unit and/or parts are out of stock, alternatives such as a comparable product or partial or full refund may be offered at 1011 Outdoors' sole discretion.

Items being returned must be in their original packaging, along with all accessories from the original shipment, and must be shipped back within 14 days after receiving an RMA from the seller for either of the situations below.

All instances of returns from damaged or defective products are shipped back to 1011 Outdoors at our expense. 1011 Outdoors may issue pre-paid labels depending on the situation.

All other returns (buyer’s remorse, canceled orders that shipped before cancelling, ordered the wrong color/size/type, etc.) are shipped back to 1011 Outdoors at the customer’s expense.

In cases where the customer chooses to provide the return shipping (once an RMA has been given), a tracking number must be provided to 1011 Outdoors, and it must be confirmed as returned to our warehouse to complete any refund. Please note that it is at the company's discretion to decide if the item may be returned to 1011 Outdoors. Unauthorized returns (those without a pre-authorized RMA from 1011 Outdoors) will not be accepted, and any unauthorized return shipping charges incurred by the customer will not be reimbursed.

In some exceptional cases, 1011 Outdoors may not require physical return of the item if the return shipping cost would be excessive, especially if photographic or videographic evidence has been previously provided. In these rare cases, the customer may dispose of the product in the safest, most convenient, most environmentally-friendly manner of their choice: locally certified waste management or recycling services, donation, re-gifting, etc. Please allow 5-7 business days for the refund to be issued once physical return has been waived, we have verified the item has been returned to our warehouse, and/or we have verified with the return shipping carrier the product is being returned. Again, some financial institutions may take an additional 5-7 business days to return the funds to your account(s), depending on the nature of the financial institution and the original form of payment.

See the links below for information on how to contact Afterpay or PayPal regarding their refund processes and procedures. For these and other payment vendors, please contact your financial institution regarding your refund status first before contacting 1011 Outdoors after the typical 10-14 business day refund period.

Refunds issued for purchases made using Afterpay or Paypal will be refunded to your Afterpay or Paypal account. For more information on Afterpay refund processing please see https://help.afterpay.com. For questions related to your specific Afterpay account or billing, please contact Afterpay Customer Service. For more information on PayPal refund processing please see PayPal Refund FAQ. For questions related to your specific PayPal account or billing, please contact PayPal Customer Service.

Patio Heaters and Accessories-

NOTE: Please carefully review the following terms regarding returns before making your purchase. If you have any questions regarding returns, please ask before you buy. We offer a 30-Day Return Policy on Patio Heaters, Parts and Accessories as specified in the conditions below.

UNOPENED Patio Heaters and Accessories:

We can provide a refund (minus shipping and handling fee) on UNOPENED Patio Heaters and Accessories if returned to us within 30 days of the original shipping date to you. The item must be UNOPENED and in NEW condition in order to receive the refund. Please note: In the case of unopened Patio Heaters and Accessories, there is a 5% Transaction Fee deducted to cover the cost of doing business- i.e., bank fees, credit card processing fees, labor and material costs for processing, packing, and shipping. The original shipping and handling charges are not refundable and are deducted from the refund amount. The minimum Transaction Fee is $5.00 OPENED Patio Heaters and Accessories If the Patio Heater or Accessories have been opened but is in new and resalable condition with all the original contents and packaging, we can still provide refunds but there is a 20% Restocking Fee. The 20% Restocking Fee is deducted from the cost of the items only. The original shipping and handling charges are not refundable and are deducted before calculating the refund amount. The item must be returned to, and received by, us within 30 days of the original shipping date to you. Larger items can be subject to a 30% restocking fee. Items not returned in the condition described here may be subject to a higher Restocking Fee or refusal of the return/refund. The minimum Restocking Fee is $5.00

Non-Returnable Items

Special Order items cannot be returned for any reason. Items showing signs of use that are soiled showing signs of daily use. Items that show any permanent signs of use such as scratches, damage, writing in manual, torn printed materials, etc. are not returnable.

How Do You Return a Product?

If you wish to return an item that qualifies for a return as specified above, please call us at 1-800-871-9809 to receive a return authorization number, instructions for sending the item back, and an address for the return. A return authorization number is required to return a product. If you do not call first to obtain an RA, your item may be refused or result in an increased Restocking Fee. The item must be returned and received by us within 30 days of the original shipping date to you. Returns will not be accepted beyond 30 days after the original sale shipping date to you.

Shipping an Item Back

If the item qualifies as returnable as described above, you are responsible for the safe return shipping on the product you send back. We do not credit any shipping charges toward the exchange. We can only accept items that are returned without signs of wear and tear and with all the original contents and packaging. Contents consists of any included parts, accessories, and manual without user's notes or markings. Packaging includes all inner and outer packaging, complete with the original barcode affixed. We strongly suggest you ensure any package shipped back to us for the full invoiced amount. Otherwise, we will not be able to accept merchandise damaged by the shipper. Shipped Items Undelivered, Refused, Incorrect Address, or Recipient Unavailable If the purchaser and/or the recipient of a shipped item refuses the item upon delivery or the item is shipped back to us undelivered due to the fault of the purchaser giving incorrect or incomplete shipping information or because the recipient was not available at the time of delivery, the purchaser is responsible for all costs of shipping, handling, and processing as stated elsewhere on this page. If the purchaser wishes to have the item reshipped, then the purchaser shall be responsible for all new shipping and handling fees to re-ship the item(s). A Restocking Fee may also apply if purchaser refused delivery or as a result of delivery exceptions as stated above, as well as from a typical return as described above. Items not returned in the same condition they originally ship in may be subject to a higher Restocking Fee or refusal of the return/refund. Refunds

For Credit Card Purchases

We will credit back only to the same credit card that was used for the original purchase. Credits or Refunds will be issued within 10 days of receipt of the authorized return. Merchandise must be in original condition, with all packing materials, manual, and other original components intact, in the original packaging. We reserve the right to charge for missing manuals, packaging, parts or other original items not returned. Any refused shipment that is returned to us, customer will be responsible for payment of both outbound and inbound shipping charges related to the returned product. For purchases made with a check or money order, a refund is made by means of a check issued only to the original purchaser.

Shipping Fee Policy

All refunds, credits, and exchanges are for the value of the equipment only. The original shipping and handling charges are not refundable and are deducted from the refund amount.

Backorder Policy

We are not obligated to deliver backordered items that have become unavailable to us. This includes, but is not limited to, items that have been discontinued by the manufacturer. If a backordered item becomes unavailable, the unfulfilled part of the order will be cancelled. You will then have the option of canceling any remaining unshipped items in the order or proceeding to purchase the remaining available items at an agreed upon price. Backordered items are subject to price changes and specification/feature changes beyond our control. If the price or specifications of a backordered item changes, you will have the option of canceling the order or proceeding to purchase the item at the new price.

All pre-shipped items are subject to the terms specified elsewhere in this document.

Why Do We Charge A Restocking Fee?

Once an item is opened it can no longer be resold as new, so there is a loss in value as soon as an item is opened by the purchaser. The Restocking Fee also covers the cost of executing your transaction- i.e., bank fees, credit card processing fees, labor and material costs for processing, packing, and shipping an item.

Fire Pits-

NOTE: Please carefully review the following terms regarding returns before making your purchase. If you have any questions regarding returns, please ask before you buy. 1011 Outdoors products policy for Fire Pits lasts 15 days. If 15 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange, as specified in the conditions below.

Because some products are large and heavy, they are costly to ship. For that reason, we urge our customers to be sure of their selection before finalizing their order. Our Return Policy on Fire Pits covers damaged or defective products only. If you feel that your product is defective or has been damaged during shipment, please contact one of our Customer Support Team at support@1011outdoors.com immediately. If the product is found to be defective or damaged, either a replacement or refund may be issued. Any refund issued will be applied to the method of payment that was used at the time of order. If the product was damaged during shipment, we will require for you to provide us with information and pictures of the damaged product including packaging so that we may file a claim with our shipper. Our Return Policy excludes "buyer's remorse".

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted (if applicable) Any item not in its original condition, is damaged or missing parts for reasons not due to our error. Any item that is returned more than 30 days after delivery.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support@1011outdoors.com or call 800-871-9809.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@1011outdoors.com or call 800-871-9809.

Shipping

To return your product, you should send an email to support@1011outdoors.com to obtain further information.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange of the same item. When contacting us please have receipt or proof of purchase. Send us an email at support@1011outdoors.com or call 800-871-9809