RETURN POLICY

Last updated April 12, 2021

Thank you for shopping with Toronto Patio Heater. We hope you are happy with your purchase and that you will refer us to your family and friends. Please note that all our products are final sale. This means that we will not be able to provide you with any refund or exchange once the transaction has been completed. There are exceptional cases however that are eligible for exchange only:

• Defective Products

All our products come with 1 (one) year warranty. Should any of our products be defective or run into any technical problems within the warranty period then we will be more than happy to have it fixed free of charge. Should our team of professionals be unable to fix the issue, we will take back the defective unit and replace it with a new unit all completely free of charge so you can get back to enjoying your unit ASAP.

• Wrong product shipment

Our warehousing and fulfillment teams work around the clock to ensure a fast and reliable delivery of all orders. However, Due to high order volumes we have from time to time received calls about shipment mistake and receiving items different from those included in the orders. If you have ordered a product and have accidentally received a product that does not match your order, simply contact our customer support team and have them notified of the situation. They will be able to have the exchange done for you as soon as possible so you can start enjoying your product in no time.

RETURN PROCESS

To return an item, please email customer service at [email protected] to obtain a Return Merchandise Authorization (RMA} number. After receiving an RMA number, place the item securely in its original packaging along with the return form provided, and have it ready for pickup during the scheduled Date/Time.

REPAIR / EXCHANGE

After receiving your return and inspecting the condition of your item, we will process your Repair or Exchange accordingly. Please allow at least 48 hours from the receipt of your item to process your request. We will notify you by email when your request has been processed.

REFUND REQUESTED BY THE CUSTOMER (REFUND PROCESSING FEE)

In the case that a customer requests a refund prior to having their item(s) shipped to them, a 5% processing fee will be deducted from their total order amount paid

EXCEPTIONS

The following items cannot be returned:

• Damaged products due to any of the following reasons:
• Customer mishandling
• Normal wear and tear

All returned items will be inspected by our experienced team of technicians. In the event that an item is returned for repair or exchange and the inspection reveals that the damages were caused by the customer and the unit was not factory defected, the customer will be responsible for the following charges:

• Shipment and handling of the return
• Inspection fees (Billed at $95/hour with a minimum of 1 (one) hour billed)
• The new shipment to the customer’s address (Should the customer decide to pick up the item themselves, this fee will be waived)

If you have any additional questions about our RETURN and REFUND Policy, please contact our customer support team at:

Phone: (416) 919-0529

E-mail: [email protected]