Refunds & Exchanges

Pergola Refund, Cancellation & Return Policy

Order Process and Confirmation

Order Placement:
Once we receive your down payment, we commence manufacturing and preparing your order for delivery. Delivery times depend on demand, seasonality, and production schedules. We aim to provide accurate delivery estimates.

Order Delays:
If there are any delays with your order, we will promptly inform you about the revised delivery date.

Modifying or Canceling Orders

Cancellation Policy:
You may cancel your order within 24 hours for a full refund. For credit card payments, the refund will exclude the processing fee. Cancellations after 24 hours are eligible for partial refunds at Workshop Home's discretion, based on circumstances, material costs, and the time elapsed since the order was placed.

Delivery and Receiving Your Order

Shipping Notification:
When your order is ready for final delivery, you will receive an email notification. Our customer support is available by phone and email for any delivery inquiries. You can schedule a convenient delivery time with our final-mile delivery service.

Receiving Your Pergola:
The pergola will arrive in a large truck, and you or an appointed individual must be present to receive it. We recommend having tools like a crowbar, box cutter, and tin snips to open the crate. Unloading the crate should take two people about 15-20 minutes. The delivery driver is not obligated to assist with unloading.

Addressing Delivery Issues

Shipping Delays:
If there are any unexpected delays in shipping, we will provide timely updates regarding the new expected delivery time.

Handling Damages:
While it is rare for our products to be damaged during shipping, it is important to inspect the packaging upon arrival. If any damage is found, document it with photographs and contact us immediately. Please send the photos of the damaged items to support@thepatiolab.com, and we will address the issue at no extra cost.

Non-pergola Refund, Cancellation & Return Policy

Cancellations & Refunds: At Workshop Home, we pride ourselves on having the best return policies in the industry. Cancel your order any time before it ships completely free of charge (exceptions apply such as custom orders, see below). 

If you have questions, please send an email to support@thepatiolab.com or call us at (888) 573-7079

Cancellations (Before Order Ships)

If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse. Reach agents during business hours at (888) 573-7079, the chat in the bottom right, or email support@thepatiolab.com any time. 

Cancellations of Custom Orders

Custom or made to order products cannot be canceled or refunded as these products are put into production specifically for your order. Custom order brands include Outdoor Plus, Fire By Design, Fireplaces, Etc.).

These units, are custom made to your specification or created once you order. Once you place your order they start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us. 

All sales are final for Custom made and Made-to-order products.

Refunds and Returns.

If you need to exchange your product, you may do so. You, as the customer, are responsible for any shipping costs throughout any returns and exchange processes. 

Not all orders are available for return once they have shipped. We order our products directly from the manufacturer. Therefore, if the manufacturer will not permit us to return a product, we cannot offer you a return. This often varies on a case-by-case basis; please reach out to us if you would like specific information on your brand and/or product. 

Due to drastically increasing LTL/freight shipping costs, any outright returns will incur 25% cancellation fee + return shipping costs. If you are replacing the product with something else, we may be able to help you cover some of the costs depending on the product. 

Shipping Times

We promise to do our best to get your order to you as soon as possible.  We provide estimated shipping times on the product pages based upon what our suppliers and freight companies tell us, and those estimated shipping times may change or vary without notice (Due to supply chain issues, the steel mills behind on making metal, the manufacturers delayed because of the mills, the overwhelmingly demand on shipping, factory/warehouse and dock workers and so on). 

Order delays have proven to be unavoidable and outside of Patio Lab's control. While this might be frustrating, we ask you to please be patient and understanding with us in these tough times. We thank you for your business and appreciate your patience.

Please Read the Following

When you are making a purchase from Patio Lab, you are acknowledging the following of the Exchange Agreement:

• I understand I am to inspect the package upon delivery, and notate and take pictures if there is any damage and provide it to Workshop Home within 24 hours of the product being delivered.
• I understand that I am responsible for the cost of return shipping and the cost of a new product shipping in the case of a refund or exchange. 
• I understand that products need to be returned unopened and unused.  An additional restocking fee may occur.
• I understand that if my order has left the warehouse, that I am unable to receive a full refund. 
• I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees and restocking fees, which vary by product, but are usually around 20%. 
• I understand that shipping date estimates outlined on product pages are estimates and may change due to factors completely outside the control of Workshop Home.
• I understand and agree that I will not cancel my order or file a chargeback for an order delay or because an estimate time provided to me turned out to be incorrect due to factors outside the control of Workshop Home (such as manufacturing and logistical constraints of our partner companies).