At Pros Outdoor Living, we take as much care with your returns as we do in crafting our premium European-inspired outdoor collections. Should any item not meet your exacting standards, our concierge team will ensure a seamless resolution.

Our Returns Promise

We offer a 15-day return policy from the date of delivery for most of our designer outdoor furnishings. To be eligible:

  • Items must be unused and in original packaging
  • All tags and protective covers must remain intact
  • A valid proof of purchase is required

Note on Non-Returnable Items: For safety and hygiene reasons, we cannot accept returns on exterior lighting, garden tools & seeds, or lanterns & fire pits that show signs of use. Custom-made outdoor kitchen equipment and monogrammed outdoor textiles are also final sale.

The Returns Process

Our three-step process ensures your return is handled with museum-level care:

  1. Initiate Your Return
    Contact our concierge team at [email protected] within 15 days of delivery with:
    • Your order number
    • Photos of the item(s) you wish to return
    • Reason for return
  2. Receive Return Authorization
    Within 48 hours, we’ll email:
    • A prepaid return label (for EU/UK customers)
    • Detailed repackaging instructions for fragile items like ceramic planters
    • Your unique RMA number
  3. Ship Your Return
    Securely repackage items using original protective materials. For international returns outside EU/UK, we’ll arrange collection by our logistics partners.

Refund Processing

Once we receive and inspect your return:

  • Timing: Refunds process within 5 business days (excluding original shipping costs)
  • Method: Funds return to your original payment method (Visa/MasterCard/JCB/PayPal)
  • International Transactions: Allow 7-10 additional days for bank processing

Exchange Requests

For exchanges of patio furniture or outdoor textiles:

  • Follow the standard returns process
  • Specify your desired replacement item in your initial email
  • We’ll price-match if the new item costs less or invoice the difference

Note: Due to the bespoke nature of our outdoor kitchen equipment, exchanges may require additional lead time.

Return Request Template

For your convenience, use this template when contacting us:

Subject: Return Request – Order #[Your Order Number] Dear Pros Outdoor Living Concierge, I would like to initiate a return for the following item(s) from order #[Your Order Number]: – [Product Name] – [Quantity] – [Reason for Return: e.g., “Incorrect size”, “Damaged during shipping”] I have attached photographs showing the item’s condition as requested. Please advise next steps for returning my [powder-coated aluminium lounger/artisanal fire pit/other item]. For exchanges, I would prefer: – [Alternative Product Name/Code] – [Preferred Colour/Material] Kind regards, [Your Full Name] [Your Contact Number] [Order Delivery Address]

Damaged or Incorrect Items

If your designer outdoor furniture arrives damaged or incorrect:

  • Contact us immediately at [email protected]
  • Include clear photos of packaging and damage
  • We’ll arrange expedited replacement for our premium products

For further assistance with returns of our outdoor living collections, our concierge team is available at [email protected] or +44 (0)1905 123456.

We appreciate your trust in our European-crafted outdoor furnishings and strive to make every interaction as refined as our powder-coated aluminium finishes.