Return and Refund
We want you to love Real Relax outdoor structures! However, if you are not completely satisfied, we want to work with you to make things right. But before considering a return, don't forget that all our Real Relax living structures are covered by 5 years warranty, which you can read up more here. Simply write in to us at service@realrelaxliving.com so that our customer support team can do their best to resolve your issue.
Order Processing Time
We will review and process orders within 1-12 hours after purchase, and notify the warehouse for preparation immediately.
Cancellation Rules
Customers may request cancellation within 1-2 days of placing the order.
Important Notes：
Cancellation requests must be submitted before the estimated shipping time recorded in the system and within the stated deadlines. If the cancellation is requested before shipping and within the allowed timeframe, a full refund will be issued. Orders exceeding the cancellation window will proceed to shipping and cannot be canceled.
To help you better understand our refund/return policy, we have divided it into two categories as shown below:
| Item | Category A | Category B |
|---|---|---|
| Product Condition | New and unassembled | Used and undamaged |
| Return Packaging | To be returned in Original Packaging | To be returned in Original Packaging |
| Validity Period for Returns | Up to 30 days from the date you received your outdoor structures, based on tracking | Up to 30 days from the date you received your outdoor structures, based on tracking |
| Return Shipping Fees | At purchaser's responsibility | At purchaser's responsibility |
| Return Fee¹ | FREE | 20% (deducted from refund) |
| Damage Fee² (if applicable) | An additional fee² of up to 10% may apply (determined upon inspection of the returned goods) | An additional fee² of up to 10% may apply (determined upon inspection of the returned goods) |
| Details |
• Real Relax outdoor structures are to be in original condition (unused, no assembly attempted) • Additional fee² may be applicable based on the condition of the returned good • Return includes any/all replacement parts issued for warranty (if applicable) |
• Real Relax outdoor structures are to be disassembled and repacked into original packaging (as per instructions in the provided disassembly video) • Additional fee² may be applicable based on the condition of the returned good • Return includes any/all replacement parts issued for warranty (if applicable) |
| Refund³ |
• Refunds will be initiated within 30 days after receiving and inspecting of the returned goods • Refunds will be issued via the same payment method used for the purchase of the returned goods |
• Refunds will be initiated within 30 days after receiving and inspecting of the returned goods • Refunds will be issued via the same payment method used for the purchase of the returned goods |
You May Also Want to Know：
Order Cancellation
You may cancel an order at any time, ONLY IF your order has not yet been shipped (i.e., tracking details have not been made available).
Packaging Requirements
The product's packaging must not be damaged. The original packaging, in proper condition, is required for returns.
For Category A returns, items must be unused and unassembled.
If a seal was present on the product, it must not have been tampered with.
Return Shipping Responsibility
You are responsible for the product's return shipping and associated costs.
All goods being returned must be clearly marked as "Returned Goods".
Shipping & Restocking Fees
Customers will only be charged once for shipping costs (this includes the initial shipment and any returns).
No restocking fee will be charged to consumers for the return of the product.
1. How long does it take to process the refund?
1.1 Usually processed within 10 business days (The time for the refund to arrive may be longer due to the payment platform processing, e.g. PayPal).
1.2. Your refund will be sent to your original payment account based on the refund method you chose. Once the refund has been made
1.3 Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment,within 7 days.
2. Precautions
2.1. There are no handling fees for the return.
2.2. The amount of the refund is based on the actual payment amount (if you return it by free shipping, you need to deduct the return shipping fee from the refund).
2.3. Returns due to merchant's reasons, the new shipping fee shall be borne by the merchant. Returns due to customer's reasons, the new freight is borne by the customer.
Return and exchange steps
Follow These Steps To Register Your Return
Step 1. CONTACT US
Contact us and describe which item(s) you like to return and the reason for your return.
Attach Photograph(s)/Video(s) for quality problems.
Step 2. GET RETURNINSTRUCTION
Please note: the contact address in the website on not our return address, our service team will provide you return address with the detailed instructions.
Step 3. RETURN THE GOODS
Put the item(s) in the original packaging and send it according to the return instruction.
Step 4. REFUND
Once we receive your package, we will immediately process the refund based on our refund policy
PS: When you return the package, the post office will send you a receipt. Please tell the customer's receipt to the customer service and write the order number in the package, we will track the return location and process the refund as soon as possible.
Return address:
1885 S Vineyard Ave Ste 3, Ontario, CA 91761,United States
We are sad to see you go but if you really need to return an item, please contact us with your order number and details about the product that you would like to return.
We will respond quickly with instructions for how to return your order.