Return and Exchange Policy

Customer satisfaction is our top priority. If you are unsatisfied for any reason with your purchase, you can return or exchange within 15 days of purchase. All orders after 15 days will be considered final. However, returned items must be new and in unworn condition, in original packaging with no markings made on the original manufacturer's packaging. All items properly returned under this policy are eligible for a refund.

Should items be returned for any reason outside of manufacturing defects, actual shipping fees and a (25%) restocking fee will be deducted from any credit due. If the item was originally purchased as a FREE Shipping or FLAT RATE Shipping offer, all actual shipping charges will be deducted from any credit due customer. (not the promotional flat rate offered to you for your original purchase)

For Exchanged Items, the full purchase price, minus our ACTUAL Shipping charges (not the promotional flat rate offered to you for your original purchase) and a 10% restocking fee will be credited to the same form of payment used for the original purchase. In case of exchanges, your new order must be placed before the Exchanged Items refund will be issued. Patio Experts reserves the right to waive any and all fees for any reason.

Please note:

  • Heater parts are Final Sale Only!
  • Electric Quartz Elements are fragile and Final Sale Only.
  • All Infratech Control Panels, Heaters and Analog Controls are Final Sale. No refunds or returns.

Here is the simple process for returning an item to Patio Experts Inc. - Patioheatingplus.com:

  1. Contact an Patio Experts Inc. - Patioheatingplus.com customer service specialist by e-mailing us at returns@patioexperts.com or call (800) 310-1525 to obtain a Return Merchandise Authorization (RMA).

    Our Customer Service hours are Monday through Friday 8:00am to 4:30pm. PST. Upon authorization, you will receive instructions on where to send the return merchandise. Please note, the address where you send your return is determined by which product you are returning.

  2. In addition to the product, please include your order number, name, contact information (phone and email) and the reason you are returning the product. Write the RMA number on the outside of the shipping box. This will help speed the return process.

  3. Please return by a traceable carrier such as United States Postal Service registered mail, United Postal Service, or Federal Express to the address provided when you received your Return Merchandise Authorization. Some manufacturers require the tracking number for the returned package to accelerate the return process. This tracking number should be emailed along with your original order number to returns@patioexperts.com

  4. It takes us approximately seven days to process your refund once the item is back in our or the manufacturers possession; we will notify you of the status of your return by e-mail.
    *No item will be accepted as a return or exchange if the product is damaged, marked, used, incomplete, abused or in less than new condition. We want to provide the best possible customer satisfaction while being fair to our manufacturers.

What do I do if my order is incomplete, incorrect or damaged?

Patio Experts Inc. - Patioheatingplus.com is committed to providing excellent customer support. You must inspect your packages within 72 hours of receipt. We can not be responsible for items that are not inspected. If your order is incomplete, incorrect or damaged, please contact immediately at returns@patioexperts.com or (800) 310-1525. Our Customer Service hours are Monday through Friday 8:00am to 4:30pm PST. If you are returning a product because we shipped you an item that you did not order, Patio Experts Inc. - Patioheatingplus.com will pay the return-shipping costs.

Packing Your Return/Exchange

After receiving your RMA (Return Merchandise Authorization) number and return address information, you will need to prepare your product for shipment.

  • Pack the item to be returned securely in the original carton
  • Inside the box, please include your contact information, the order number and the reason for the return. Also note what you would like done (refund, new product exchange, etc.)
  • On the outside of the shipping box, write the RMA number and the appropriate address that was given to you by the customer service specialist. Make sure that the package is fully sealed before shipping. Please do no write on or place any stickers or labels on the original manufacturer's packaging.
  • We ask that the item be shipped by a traceable carrier such as United States Postal Service registered mail, United Postal Service, or Federal Express. Using one of these methods will allow the package to be traced and also make the credit process go much quicker.
  • We are not responsible for packages that are lost or damaged.

One-Year Warranty

Patio Experts Inc. - Patioheatingplus.com offers a One-Year Warranty on almost every product we sell. That's just how confident we are in the quality of our products. Patio Experts Inc. - Patioheatingplus.com wants to make sure you are 100% confident when buying from us. Our one-year warranty covers workmanship and material quality. We will replace any products if found to be defective within one year from purchase date. Warranty does not cover damage from or due to mildew, normal wear, neglect, abuse, acts of nature, attacks by animal or children, misuse, improper cleaning, storage or prolonged exposure to inclement weather. Click Warranties, to see specific product warranty information.

To make a warranty claim, email returns@patioexperts.com for return authorization. In some cases you will be requested to contact the manufacturer for warranty returns. Customer must pay return shipping charges and send a copy of the original receipt.

Return and Exchange Policy

Customer satisfaction is our top priority. If you are unsatisfied for any reason with your purchase, you can return or exchange within 15 days of purchase. All orders after 15 days will be considered final. However, returned items must be new and in unworn condition, in original packaging with no markings made on the original manufacturer's packaging. All items properly returned under this policy are eligible for a refund.

Should items be returned for any reason outside of manufacturing defects, actual shipping fees and a (20%) restocking fee will be deducted from any credit due. If the item was originally purchased as a FREE Shipping or FLAT RATE Shipping offer, all actual shipping charges will be deducted from any credit due customer. (not the promotional flat rate offered to you for your original purchase)

For Exchanged Items, the full purchase price, minus our ACTUAL Shipping charges (not the promotional flat rate offered to you for your original purchase) and a 10% restocking fee will be credited to the same form of payment used for the original purchase. In case of exchanges, your new order must be placed before the Exchanged Items refund will be issued. Patio Experts reserves the right to waive any and all fees for any reason.

Please note:

  • Heater parts are Final Sale Only!
  • Electric Quartz Elements are fragile and Final Sale Only.
  • All Infratech Control Panels and Analog Controls are Final Sale. No refunds or returns.

Here is the simple process for returning an item to Patio Experts Inc. - Patioheatingplus.com:

  1. Contact an Patio Experts Inc. - Patioheatingplus.com customer service specialist by e-mailing us at returns@patioexperts.com or call (800) 310-1525 to obtain a Return Merchandise Authorization (RMA).

    Our Customer Service hours are Monday through Friday 8:00am to 4:30pm. PST. Upon authorization, you will receive instructions on where to send the return merchandise. Please note, the address where you send your return is determined by which product you are returning.

  2. In addition to the product, please include your order number, name, contact information (phone and email) and the reason you are returning the product. Write the RMA number on the outside of the shipping box. This will help speed the return process.

  3. Please return by a traceable carrier such as United States Postal Service registered mail, United Postal Service, or Federal Express to the address provided when you received your Return Merchandise Authorization. Some manufacturers require the tracking number for the returned package to accelerate the return process. This tracking number should be emailed along with your original order number to returns@patioexperts.com

  4. It takes us approximately seven days to process your refund once the item is back in our or the manufacturers possession; we will notify you of the status of your return by e-mail.
    *No item will be accepted as a return or exchange if the product is damaged, marked, used, incomplete, abused or in less than new condition. We want to provide the best possible customer satisfaction while being fair to our manufacturers.

What do I do if my order is incomplete, incorrect or damaged?

Patio Experts Inc. - Patioheatingplus.com is committed to providing excellent customer support. You must inspect your packages within 72 hours of receipt. We can not be responsible for items that are not inspected. If your order is incomplete, incorrect or damaged, please contact immediately at returns@patioexperts.com or (800) 310-1525. Our Customer Service hours are Monday through Friday 8:00am to 4:30pm PST. If you are returning a product because we shipped you an item that you did not order, Patio Experts Inc. - Patioheatingplus.com will pay the return-shipping costs.

Packing Your Return/Exchange

After receiving your RMA (Return Merchandise Authorization) number and return address information, you will need to prepare your product for shipment.

  • Pack the item to be returned securely in the original carton
  • Inside the box, please include your contact information, the order number and the reason for the return. Also note what you would like done (refund, new product exchange, etc.)
  • On the outside of the shipping box, write the RMA number and the appropriate address that was given to you by the customer service specialist. Make sure that the package is fully sealed before shipping. Please do no write on or place any stickers or labels on the original manufacturer's packaging.
  • We ask that the item be shipped by a traceable carrier such as United States Postal Service registered mail, United Postal Service, or Federal Express. Using one of these methods will allow the package to be traced and also make the credit process go much quicker.
  • We are not responsible for packages that are lost or damaged.

One-Year Warranty

Patio Experts Inc. - Patioheatingplus.com offers a One-Year Warranty on almost every product we sell. That's just how confident we are in the quality of our products. Patio Experts Inc. - Patioheatingplus.com wants to make sure you are 100% confident when buying from us. Our one-year warranty covers workmanship and material quality. We will replace any products if found to be defective within one year from purchase date. Warranty does not cover damage from or due to mildew, normal wear, neglect, abuse, acts of nature, attacks by animal or children, misuse, improper cleaning, storage or prolonged exposure to inclement weather. Click Warranties, to see specific product warranty information.

To make a warranty claim, email returns@patioexperts.com for return authorization. In some cases you will be requested to contact the manufacturer for warranty returns. Customer must pay return shipping charges and send a copy of the original receipt.