Refund policy

Return Policy Term

At Planson Outdoors, your satisfaction is our priority. If you are not completely satisfied with your purchase, our return policy is designed to make the process easy. Please review the guidelines below to understand our return process: 

Return Policy 

Most items are eligible for return within 7 days of delivery for a refund or website credit, provided they are in their original condition and packaging. Returned items must not be installed, modified, or missing any parts, accessories, or instruction manuals.

Items That Cannot Be Returned Include:

  • Personalized/Custom/Made-to-Order Items (e.g., replacement cushions and mattresses)
  • Clearance Items
  • Open Box Items
  • Gift Cards
  • Samples
  • Closeout Items
  • Assembled or Installed Items
  • Items marked as non-returnable
  • Items without original packaging
  • Items not requested for return within 7 days of delivery
  • Items postmarked for return more than 21 days after delivery
  • Items shipped outside the continental United States

All returns and exchanges are subject to applicable return shipping and restocking fees up to 20%. Special order items may incur additional restocking fees. Any upgraded shipping costs paid on the original order will also be deducted from the refund, including:

  • Upgraded shipping (rooms of choice, expedited, express, white glove, etc.)
  • Assembly services
  • Address change fees

To initiate a return, please contact us at support@plansonoutdoors.com or call 833-PLANSON (752-6766) for further instructions.

Damaged/Defective Items

If your item arrives with visible damage to the exterior of the box, please take pictures and inspect the product for further damages. If damages exist, refuse the delivery and document this with the shipper. Contact us immediately at support@plansonoutdoors.com for assistance with a replacement. 

If you were not present at delivery and find extensive damage to the exterior of the box, take photos before opening to inspect the contents. Contact us immediately if damage is evident.

For items with internal damage or defects, contact us within 7 days of delivery. We will need photos of the damaged or defective item and may require the original item to be returned. If photos are not received or the original item is not returned within 30 days of delivery, Planson Outdoors reserves the right to deny a refund or replacement.

Refund Options

Refunds can be issued as a Planson Outdoor Gift Card or to your original form of payment. Gift Card refunds are processed as soon as possible and can be used on www.plansonoutdoors.com. Refunds to your original form of payment may take one to two weeks to appear, depending on your credit card/financial institution.

Chargebacks and Fraudulent Transactions

Chargebacks:

  • By making a purchase on our site, you agree that you will not initiate a chargeback with your credit card provider for any reason without first contacting Planson Outdoor Furnishings to attempt to resolve the issue.
  • Any chargeback request without prior communication with our customer service team may be considered as fraudulent activity.
  • In cases where products have been delivered and a chargeback is initiated, Planson Outdoor Furnishings reserves the right to provide evidence of delivery (including signature confirmation, where applicable) and pursue legal action to recover any losses incurred.

 Dispute Resolution:

  • In the event of any issues with your order, you must notify Planson Outdoor Furnishings within 7 days of receiving your delivery. We will work diligently to resolve any issues, including shipping delays, damaged goods, or incorrect orders. Initiating a chargeback without following this process will be deemed a breach of our terms and may result in legal action.

Fraud Prevention:

  • To prevent fraudulent activities, all orders are subject to fraud analysis and screening.
  • We reserve the right to cancel any order flagged as suspicious by our fraud detection system.
  • Orders over $500 may require signature confirmation upon delivery. By placing an order, you agree to provide a valid signature at the time of delivery. Failure to do so will result in a refusal of the chargeback request if the product shows as delivered.

Liability:

  • Planson Outdoor Furnishings is not liable for any losses or damages resulting from unauthorized credit card transactions. All unauthorized transactions should be reported to your credit card provider.

Non-Refundable Items:

  • Certain items, such as custom-made products or those specified as final sale, are non-refundable and not subject to chargebacks.

Cancellation Policy

Orders can be cancelled before processing, production, and shipment, with some exceptions. Refunds for eligible cancellations will be processed after confirming with the manufacturer that the order has not been processed, is not in production, and has not been shipped. Custom and built-to-order items are not eligible for cancellation once production has begun. The item-specific return policy applies to any cancellation request that cannot be executed.

Warranty Policy

Most items sold on Planson Outdoors are backed by a manufacturer warranty. For issues with a warranty item, contact our customer service team, and we will facilitate a resolution or connect you with the manufacturer. Please review the product detail page for warranty details. 

Planson Outdoors may offer extended warranty protection plans at the time of purchase or up to 30 days after purchase. For inquiries, contact us at support@plansonoutdoors.com.