Return Policy
Cancellation Policy
Home Porch & Patio Kits Inc. is committed to your satisfaction with both the process and purchase of every one of our products. We have carefully chosen the manufacturers we represent for the quality ‘do it yourself’ kits they produce and their commitment to customer service!
The nature of our product line is such that there are many different suppliers involved with the production of your patio cover, screen room or sunroom… aluminum suppliers, EPS suppliers, extruders, our manufacturer / supplier; all of which require commitments to the order. The products we sell are items that you will have and enjoy for decades to come. As such, when an order is placed with Home Porch & Patio Kits, we enter into a contract with you, to provide that product and work with you for a period of weeks toward that end. We sort through the delays and shipping issues (if any!), doing the work behind the scenes on your behalf, keeping you informed along the way.
Therefore…
- An order cannot be cancelled after it has been in to the factory for 3 days.
Should there be a delay in the manufacturing or delivery of your order…
- We can not offer compensation for timelines that change due to damage during shipping.
- We can not offer compensation for timelines that change due to manufacturing or shipping delays.
- We can not offer compensation for re-scheduling contractors due to shipping damage, manufacturing delays or shipping delays.
We have adopted the policy NOT to build into our pricing, the cost of cancellations because the shipping company is 24 hours off schedule or because the extruder had an in house machinery failure causing a 3 day delay. When an order is under way, all parties in the list above have skin in the game. When a customer cancels, someone still pays. We hope you understand, this is not meant to be punitive or restrictive. It is in place so as to honor all parties involved in the manufacturing of a custom product which is initially declared, by way of a commitment, as being desired by the customer.
Return Policy
(1) Restocking fee of 25%
Home Porch & Patio Kits Inc. is committed to your satisfaction with every purchase and process of our products. We have carefully chosen the manufacturers we represent for the quality ‘do it yourself’ kits they produce and their commitment to customer service! We have worked with most of our represented manufacturers for 20+ years. The way we have structured our business, it is very rare that items need to be returned.
If you need to return your purchase it will require a written authorization from Home Porch & Patio Kits Inc. who in turn will need to get permission from the manufacturer. The return address will be to the actual shipper’s address, which is the manufacturer themselves.
All orders cancelled after they have been shipped will be responsible for the entire shipping fee associated with the shipment to that point as well as getting it back to the manufacturer. In addition all returns are subject to a maximum of a 25% restocking charge. Returned products must be in original packaging, in as-new condition with the packing slip, all warranty cards, manuals and accessories. Please allow approximately 10 business days for your return to be processed once it has arrived at the specified address.
(2) Refusal of Shipment
We deem it the duty of the customer, as part of a contract in good faith, to accept delivery of freight goods consigned to them. The customer must be present to receive the shipment at the time of delivery (see “Delivery Instructions“). If the shipment is refused for reasons other than recorded damage, the customer will be responsible for the original shipping cost plus return shipping cost and any storage fees incurred due to the refusal.
(3) After receiving written authorization...
You will need to arrange delivery, at your own cost, back to the manufacturer location, indicated on your original bill of lading. Please take the time to confirm that address with Home Porch & Patio Kits Inc. Neither the manufacturer nor Home Porch & Patio Kits Inc. is responsible for any shipping damage that occurs during the return trip. Damage caused by the shipping company will be assessed by the manufacturer upon receipt of the product and will be claimed against the final refund amount. Recouping that amount will be between yourself and the shipping company you hired to return the material.
(4) Some Items CANNOT be returned
Products built and /or cut to order, including sunrooms, patio covers, or screened enclosures, cannot be returned, and customers cannot cancel orders after 3 days of placing them. We know you will understand since each item is custom-made by hand and cannot be re-consigned.
(5) Final Refund Amounts
If the order has not shipped, AND it can be returned to stock you will receive a full refund.
Please note: All Cancelled or Returned orders paid by credit card will be “a full refund less credit card processing fees.” Typical credit card charges to retailers are 4% of the total sale, for both the initial charge and the refund. These are fees charged to the retailer by the credit card company every time your card is processed for a sale or return. Your refund will therefore be subject to a credit card processing charge of 8%. These charges are not monies we receive but go to your credit card company for using your credit card.
Costs incurred for returning funds by means of a “Bank Draft” or “Cashier’s check” will be subtracted from the refund.
Your final refund amount will be itemized for you by email prior to you needing to make a final decision, so as to help you determine your best course of action.
(6) Our commitment to you
Home Porch and Patio Kits Inc. is proud of our commitment to customer service. If you encounter any problems or have any questions about any of our product lines, you can call us toll free at 1.844.404.0484 during business hours.
Claims on damaged materials must be made and will be handled in accordance with our instructions on how to receive your shipment. (see “Delivery Instructions“).
Unfortunately shortages and incorrect parts will occasionally happen. If a manufacturer error occurs and you are missing a part or portion of your order, simply call our toll-free line and we will ship you the part in as timely a fashion as possible. From the date of delivery you have seven (3) days to report any shortages or incorrect parts. After that period any and all shortages or incorrect parts will become your responsibility and you will be responsible for any and all costs related to the replacement of parts. Any replacement parts for shortages or incorrect parts may be shipped in different lengths than the original shipment and may be shipped in a method which is at Home Porch and Patio Kits Inc. discretion. Home Porch & Patio Kits Inc. will not be held responsible by any damages or costs incurred by the customer from a shortage or incorrect part (see “Terms of Use“). Please allow yourself ample time for your project.
This commitment to exceptional customer service is a big part of our ongoing success and reputation as a representative of quality Do-It-Yourself Home Improvement products. Be sure to book-mark us as your choice for top quality Do-It-Yourself Home Improvement products at a sensible price.
If you still have questions or concerns regarding our return/cancellation policy, please call, email us or write us at:
Home Porch and Patio Kits Inc.
3-200 Memorial Avenue, Suite #144
Orillia, ON L3V 5X6
1.844.404.0484 | request@homeporchandpatiokits.com
