Refunds/Exchanges
Cancellations & Refunds: At The Hangout Palace, we take pride in offering the most customer-friendly return policies in the industry. You have the flexibility to cancel your order at any point before it is shipped, and we won't charge you a dime for it (exceptions apply, such as custom orders—details below).
If you have any inquiries, feel free to reach out to us via email at Support@thehangoutpalace.com or give us a call at (888) 572-4761
Cancellations (Before Order Ships)
Should you wish to cancel an order, please get in touch with us as soon as possible so we can ensure a full refund before your order departs from our warehouse. Our agents are available during business hours at (888) 572-4761, via the chat in the lower right corner, or by emailing Support@thehangoutpalace.com anytime.
Cancellations of Custom Orders
Please note that custom or made-to-order products cannot be canceled or refunded, as these items are specifically crafted for your individual order. Brands like Outdoor Plus, Fire By Design, and Fireplaces, Etc., fall under this category.
These units are tailored to your specifications or produced upon your order. Once your order is placed, the manufacturing process begins. Rest assured, your warranty ensures a fully functional and operational product. If you're uncertain whether your order is custom or made-to-order, please don't hesitate to message or call us.
All sales for custom-made and made-to-order products are considered final.
Refunds and Returns
Exchanges for your purchased items are indeed possible. However, as a customer, you'll be responsible for covering any shipping expenses associated with returns and exchanges. There Might be a Restocking fee as well.
Please be aware that not all orders can be returned after they've been shipped. As we source our products directly from manufacturers, some items might not be eligible for returns due to the manufacturer's policies. The possibility of returns depends on a case-by-case basis; for precise information about your specific brand and product, feel free to get in touch.
Due to substantial increases in LTL/freight shipping costs, returning products will incur a 10-25% cancellation fee along with return shipping expenses and Restocking fee. If you're replacing the product with another, we might be able to assist with some of the costs, depending on the item.
Shipping Times
We're committed to delivering your order as swiftly as possible. Our product pages include estimated shipping times based on information provided by our suppliers and freight companies. Please note that these estimates can change without prior notice due to factors beyond our control, such as supply chain disruptions, manufacturing delays, shipping constraints, and more.
Order delays can be unavoidable and are external to The Hangout Palace's authority. While we understand this might be frustrating, we kindly ask for your patience and understanding during these challenging circumstances. We truly appreciate your business and your patience.
Important Notice
When making a purchase from The Hangout Palace, you acknowledge the terms of the Exchange Agreement:
- It's my responsibility to inspect the package upon delivery, noting and capturing photos of any damage within 24 hours and providing these to The Hangout Palace.
- I understand that I'm accountable for return shipping costs and the expenses for shipping a new product in the case of a refund or exchange.
- I comprehend that products must be returned unused and unopened; additional restocking fees could apply.
- If my order has left the warehouse, a full refund won't be possible.
- Should I return a shipped order, I'll be responsible for return shipping and restocking fees, typically around 20%, varying by product.
- The shipping date estimates on product pages are approximate and may change due to factors beyond The Hangout Palace's control.
- I acknowledge and accept that I won't initiate an order cancellation or chargeback due to order delays or discrepancies in estimated times, caused by factors outside The Hangout Palace's control.
- Damages
Please carefully inspect your item(s) upon delivery; if any damage is noticed, document it while signing for delivery. For damaged items, send photos of the damage, box, and SKU, along with a brief description, to Support@thehangoutpalace.com. We will assist in processing an insurance claim, provided that freight damage photos and videos are sent within 24 hours of arrival. Any external damage or visible punctures should be reported within 24 hours.
Warranty
Warranty terms vary by manufacturer—please refer to individual product pages for specifics. It's important to note that warranties cover damages that occur over time and through regular use. If an item sustains damage upon arrival and isn't reported within 30 days, it doesn't qualify as a warranty claim.
Returns
By default, customers are responsible for return shipping charges or reconsignment fees due to customer error, unless otherwise indicated on the product page. The majority of our products come with guaranteed warranty policies, assuring you receive a fully functional, operational product without additional expenses. Detailed information is available on individual product pages. Please be Aware that some items might not be able to be returned, Also note that any items need to be returned before 30 days after receipt or 30 days after delivery. It just depends on the item, Any questions about that feel free to reach out!
Chargebacks
Our team of agents is dedicated to assisting you and resolving any concerns. We've designed our policies to be as equitable as possible, aiming to provide the best resolution. With this in mind, any customer filing a fraudulent chargeback will face legal consequences for theft. If you encounter issues with a product you haven't received or have concerns about a received product, kindly reach out to us for resolution. We urge you not to file chargebacks for matters we can resolve collaboratively. Thank you for choosing to shop with us!
For any inquiries, contact Support@thehangoutpalace.com
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