RETURN & REFUND Policy

Last Updated: December 2025

At Shelter Outdoor™, LLC, we take pride in crafting high-quality outdoor shade solutions — from cabanas and pergolas to umbrellas and canopies — designed for commercial and residential spaces. We understand that sometimes a return or exchange may be necessary, and we aim to make that process as smooth and transparent as possible.

1. RETURN ELIGIBILITY

To be eligible for a return:

  • Return Request Window: You must contact us within 30 days of delivery to request a return.
  • Condition: Products must be unused, in their original packaging, and in resellable condition with all hardware and documentation included.
  • Returns are subject to inspection upon receipt. If the product shows signs of use, damage, or missing components, we reserve the right to refuse the return or charge a restocking fee.

Because many of our products are custom-configured or built to order, some items (e.g., custom-finished or specified-to-order items) may not be eligible for return unless there is a material defect.

2. INITIATING A RETURN

To begin a return:

a. Contact Customer Service within 30 days of delivery:

b. Provide the following:

  • Order number
  • Item(s) to be returned
  • Reason for return
  • Photos (if the return is due to damage or defect)

c. Once approved, you’ll receive a Return Merchandise Authorization (RMA) and detailed instructions for shipping.

Note: Returns cannot be accepted without an RMA.

3. RESTOCKING & FEES

  • A restocking fee of up to 50% may be applied to returns that are not due to defect or error.
  • Any shipping costs associated with returning the product are the responsibility of the customer unless the return is due to our mistake or a confirmed defect.
  • Product must be in new and unused condition with all original packaging. If product is used or damaged no refund may be applied.

4. REFUNDS

Once your return is received and inspected:

  • Refund Method: Refunds will be issued to the original form of payment.
  • Processing Time: Refunds are typically completed within 5–14 business days after we receive and approve the return.
  • Shipping charges for the original order (if any) are non-refundable.

5. EXCHANGES

If you wish to exchange an item (for a different size, model, or finish):

  • Indicate the desired replacement when you contact customer service.
  • Exchanges may be subject to product availability and any price differences.
  • Additional shipping charges may apply.

6. DAMAGED OR DEFECTIVE ITEMS

We stand behind the quality of our products. If you receive an item that is damaged in transit or defective:

  1. Contact us within 5 days of delivery.
  2. Provide photos of the damage/defect and packaging.
  3. We will work with you to repair, replace, or refund the item as appropriate.

7. NON-RETURNABLE ITEMS

The following are not eligible for return unless required by law:

  • Custom-made products or custom-configured orders
  • Products used or altered after delivery
  • Clearance or discounted items are marketed as final sale

Questions?

We’re happy to help with any return or exchange questions — contact us at:

Shelter Outdoor™
📍 1005 W Fairfield Rd, High Point, NC 27263
✉️ [email protected]