Refund policy

Return Policy

At Patio Vault, we want you to feel complete confidence in the weather resistance, storage volume, and structural durability of our outdoor products. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Due to assembly snap-tab permanent friction, outdoor soil exposure, and heavy freight pallet logistics, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Conditions

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following criteria:

  • The deck box, shed, storage bench, or furniture cover must be completely unassembled, uninstalled outdoors, unused, and in its original, brand-new condition.
  • Assembly & Outdoor Exposure Notice: Storage boxes may be gently unboxed indoors for color and panel inspection. We strictly cannot accept units that have been snapped or screwed together (resin locking tabs deform when disassembled), bolted to exterior slabs, or left exposed to garden soil, mulch, rainwater, or bird droppings.
  • Surfaces must show zero sand scuffs, gravel scratches, sun bleaching marks, lawn clippings, or patio dirt.
  • Fabric furniture covers must remain neatly folded in their original zipped storage pouches, completely dry and clean, with zero water marks or pet fur.
  • All original packaging, high-density edge protectors, complete hardware bags (hydraulic pistons, screws, hinges, latch brackets), and assembly manuals must remain 100% complete and intact inside the return parcel.
  • Items showing signs of full backyard assembly, missing hardware components, stripped screw holes, or damaged shipping cartons will be strictly rejected during our quality inspection.

3. Australian Consumer Law (ACL) Guarantee

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Due to the heavy physical weight and bulky dimensions of outdoor storage boxes and steel sheds, return freight costs can be substantial. We recommend using a trackable freight carrier and purchasing transit insurance, as Patio Vault cannot guarantee receipt of returned items without tracking proof.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@patiovault.shop within 30 days of delivery. Please include your order number, model name/capacity, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address, an RMA number, and specialized pallet or flat-pack repackaging instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a storage capacity, finish color, or delivery address), contact us immediately at support@patiovault.shop.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our automated fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to accept delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated logistics facility, our outdoor hardware quality team will inspect each panel and hardware blister to verify compliance with our return conditions (unassembled locking tabs, complete screw and strut counts, clean soil-free resin/steel, and undamaged original packaging). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@patiovault.shop for further assistance.