Refund and Return Policy

Return and Refund Policy

Cancellations & Refunds: At Outdoor Living Retreat we pride ourselves on having the best return policies in the industry. Cancel your order any time before it ships completely free of charge (exceptions apply such as custom orders, see below).

If you have questions, please send an email to support@outdoorlivingretreat.com or call us at +1 (516) 386-8782.

Cancellations (Before Order Ships)

If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse. Reach agents during business hours at +1 (516) 386-8782, the chat in the bottom right, or email support@outdoorlivingretreat.com any time.

Cancellations of Custom Orders

Custom or made-to-order products cannot be canceled or refunded as these products are put into production specifically for your order.

These units are custom-made to your specification or created once you order. Once you place your order they start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us.

All sales are final for Custom made and Made-to-order products.

Refunds and Returns

If you need to exchange your product, you may do so within a 30-days period. You, as the customer, are responsible for any shipping costs throughout any returns and exchange processes.

Due to drastically increasing LTL/freight shipping costs, any outright returns will incur a 25% cancellation fee + return shipping costs. If you are replacing the product with something else, we may be able to help you cover some of the costs depending on the product.

Shipping Times

We promise to do our best to get your order to you as soon as possible. We provide estimated shipping times on the product pages. All orders are dispatched within 1-2 business days and delivered within 5-7 business days (please refer to the product pages for specific information on lead times).

Order delays have proven to be unavoidable and outside of Outdoor Living Retreat control. While this might be frustrating, we ask you to please be patient and understanding with us in these tough times. We thank you for your business and appreciate your patience.

Please Read the Following

When you are making a purchase from Outdoor Living Retreat, you are acknowledging the following of the Exchange Agreement:

I understand I am to inspect the package upon delivery, and notate and take pictures if there is any damage and provide it to Outdoor Living Retreat within 24 hours of the product being delivered.
I understand that I am responsible for the cost of return shipping and the cost of a new product shipping in the case of a refund or exchange.
I understand that products need to be returned unopened and unused. An additional restocking fee may occur.
I understand that if my order has left the warehouse, I am unable to receive a full refund.
I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees and restocking fees, which vary by product, but are usually around 25%.

Damages

Please inspect the packaging of your item(s) when they arrive, if you notice any damage, you should make note of it when signing for delivery. If your item(s) arrive damaged please send photos of the damage, box, and SKU, along with a brief description of the damage to support@outdoorlivingretreat.com and we will process an insurance claim on your behalf. Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures or visible signs of exterior damage must be reported within 24 hours.

Warranty

Warranties vary depending upon the manufacturer - see individual product pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival, and not reported within 30 days, that is not a warranty claim.

Returns

The Outdoor Living Retreat default is that customers will be responsible for all return shipping charges or re-consignment fees caused by customer error, unless otherwise stated on the product page.

All of our products have guaranteed warranty policies - meaning that you will 100% get a fully functional, operating product that you paid for without any extra expenses incurred on your end - please see individual product pages for details.

BOGO Promotions

In the event of a BOGO promotion, both items must be returned for a full refund. If one of the two items is returned, you will get a replacement of that item or store credit for the value of that item when purchased on its own. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges and depending on the manufacturer, potentially a restocking fee. Refunds will only be issued to the original credit card that you used when placing your order.

All customers agree that they have read, understand, and agree to the terms and conditions above.

Individual items will have varying refund and return policies depending on the manufacturer. Please see individual product pages for details or contact support@outdoorlivingretreat.com.

Chargebacks

Our team of agents is here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry. We are on your team. We are immediately responsive and will do all that we can to help you out and provide the best resolution.

Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together.

Thank you for shopping with us!

Brand by Brand

Exaco

Warranty Policy

Exaco provides a 10-year warranty against manufacturer defects and material defects
This warranty does not cover normal wear and tear, misuse, improper assembly, or environmental factors
For wood products, periodic maintenance, such as applying a new coat of oil preservative, may be required to maintain color and longevity

Return Policy

All sales are final as Exaco products are built to order
Returns are generally not accepted, but exceptions may apply on a case-by-case basis
If you believe your situation qualifies for an exception, please contact us to discuss options.

Refund Policy
Refunds are only available if fabrication has not yet begun. Please ensure your order details are correct before completing your purchase.

Cancellation Policy
Orders can be canceled only before fabrication begins. Once production has started, cancellations cannot be accepted.

Palmako

Returns
We do not accept returns. Please ensure the product meets your needs before purchasing.

Refunds
We do not offer refunds. All sales are final.

Cancellation Policy
Orders including articles with dipped or painted treatment cannot be canceled. Orders without treated cabins can be canceled until they have been picked up via a 3rd party. Container loads are fixed in advance and cannot be canceled.

Warranty

5-Year Warranty on Wooden Buildings – Palmako wooden houses come with a 5-year warranty, provided they are treated and maintained according to our recommended care guidelines.
2-Year Warranty on Playgrounds & Swings – Palmako playgrounds and swings include a 2-year warranty for added peace of mind.

Warranty Terms & Conditions

Palmako products are manufactured to high-quality standards using advanced technology
Customers must inspect the delivery within 14 days to ensure all components are included
Warranty claims are limited to the replacement of defective parts. Used or treated components cannot be replaced
A valid sales receipt and inspection certificate are required for all warranty claims

What the Warranty Covers
✔ Manufacturing defects, including design flaws and missing components
✔ Use of non-compliant materials that result in product defects
✔ Other structural defects that make the product non-conforming to the contract

What the Warranty Does NOT Cover
✖ Natural characteristics of wood, including cracks, knots, and grain variations
✖ Wooden parts that have been pre-treated, painted, or preserved by the customer
✖ Wooden components containing natural branches, provided they do not affect structural integrity
✖ Color variations in wood caused by natural differences in grain, which do not impact durability
✖ Small cracks or gaps caused by drying, as long as they do not compromise the product’s strength
✖ Slightly twisted wooden parts that can still be installed without affecting functionality
✖ Roof and floorboards that have minor imperfections, such as rough areas, color variations, or wane on non-visible surfaces
✖ Defects resulting from incorrect installation or failure to follow assembly instructions.
✖ Damage caused by improper handling, misuse, incorrect storage, or lack of maintenance
✖ Issues resulting from unauthorized modifications or alterations made by the customer
✖ Damage caused by external forces, including weather conditions, natural disasters, animals, or other uncontrollable events

Important Notes

Keep the packaging and accompanying documents for reference
Store the product in a dry, weather-protected area before assembly
Follow the installation manual carefully to ensure proper setup

Warranty claims are limited to the replacement of defective materials only. No additional claims will be entertained.

Dundalk Leisurecraft

Warranty Policy
The Canadian Timber Collection by Dundalk Leisurecraft Inc. is backed by a 3-year limited warranty, covering defects in materials and workmanship under normal residential use, starting from the date of delivery.

This warranty excludes:

Normal wear and tear
Damage caused by natural weather conditions
Regular maintenance tasks such as tightening the bands on barrel saunas, cleaning, or staining the sauna (Refer to your assembly manual for maintenance guidelines)
Damage due to misuse, negligence, or improper installation
Injuries or damages caused by the product

This warranty covers replacement parts only and does not include labor or service costs associated with repairs or installation.

Unloading Crates
As per Dundalk’s shipping terms, the customer is responsible for unloading the crate from the delivery truck.

If the crate is 92” or shorter, it can be lowered using a liftgate with assistance from the truck driver.
If the crate is longer than 92”, a liftgate will not be available. Customers must arrange for one of the following options:
1. Provide the necessary equipment for unloading.
2. Pick up the crate using a trailer from the delivery terminal.
3. Rent a tilt tow truck to collect the crate from the delivery terminal.
Refer to the Residential Drop Ship Information file for additional details.

Change of Shipping Address

If the customer requests a shipping address change before the order leaves the factory, the change will be made at no additional cost.
If the shipping address is changed after the order has left the factory, a $250 fee will apply.

Storage Charges
Once a sauna arrives at the local delivery terminal, the customer is responsible for responding to delivery appointment requests. If delays occur due to the customer's unresponsiveness or inability to arrange unloading, and the trucking company applies storage fees, these fees will be charged to the customer.

Order Cancellation Policy

Customers may cancel their order within 24 hours of purchase at no charge.
After 24 hours, cancellations are not permitted.

Order Change Policy

Customers may modify their order within 24 hours of purchase.
After 24 hours, changes to the order are not allowed.

Return & Refund Policy
We do not accept returns nor refunds, as returning products across the border is costly. Please ensure the product suits your needs before purchasing.

If a return is absolutely necessary, the following conditions apply:

20% restocking fee
Customer is responsible for all shipping costs
Items must be returned in original packaging and condition
Leisurecraft will inspect the product upon return and determine its condition and the refund amount

If we make an error with your order, order change or cancellation fees will not apply.

Damages

Customers should inspect all shipments upon delivery.
If the shipment is damaged, it must be noted with the driver at the time of delivery.
Contact us immediately if damage is found. Depending on the severity, we may send a replacement part or replace the item entirely.
Keep all original packaging, as damaged items must be returned in their original condition.
Returns for damaged items require pre-approval from customer service before they are sent back.

Incorrect Item

If you receive an incorrect item due to our mistake, please contact us.
We will send a replacement at no extra cost, provided the incorrect item is returned in its original packaging with all contents.
No restocking fee will apply for incorrect item returns caused by our error.

Arbors Direct

Return Policy
Due to the custom fabrication of our pergolas, all sales are final, and we do not accept returns once an order has been placed. Please ensure your order details are correct before completing your purchase.

Refund Policy
Refunds are only available if fabrication has not yet begun. If an order is canceled before production starts, a refund will be issued minus a $25 processing fee. Refunds will be provided by check.

Cancellation Policy
Orders can be canceled only before fabrication begins. Once production has started, cancellations cannot be accepted.

Warranty Policy
Our structural fiberglass kits are supported by a Lifetime Warranty from HB&G Building Products, the world’s oldest and largest manufacturer of fiberglass columns. These kits are engineered for long-lasting durability, built to resist rotting, warping, corrosion, and delamination. With our Lifetime Warranty, you can be confident that your investment is protected for years to come.

More information on the Warranty Policy: Arbors Direct Inc. Limited Product Warranties

Glatz

Return Policy
Due to the custom fabrication of our parasols, all sales are final, and we do not accept returns once an order has been placed. Please ensure your order details are correct before completing your purchase.

Refund Policy
Refunds are only available if fabrication has not yet begun. Please ensure your order details are correct before completing your purchase.

Cancellation Policy
Orders can be canceled only before fabrication begins. Once production has started, cancellations cannot be accepted.

Warranty Policy

Warranty Coverage
Glatz AG products come with a limited warranty. Any defects in delivered items must be reported in writing within 14 days of receipt. After this period, warranty coverage is restricted to repairs only. Cancellations, replacements, or price adjustments are not permitted if the product can be repaired within a reasonable timeframe.

Warranty Period
Warranty and guarantee claims expire two years after the product has been handed over to the shipping carrier.

Liability Limitations
Glatz AG is only liable for damages in cases of gross negligence or willful misconduct. Liability for indirect or consequential damages is expressly excluded.

Exceptions to Liability Limitations
The above limitations do not apply in cases involving:

Injury to life, limb, or health
Legal obligations under product liability laws
Damages caused by gross negligence or intentional misconduct

These exclusions and limitations also extend to Glatz AG employees, representatives, agents, shareholders, and executive members regarding their personal liability.

Web Shop Availability & Service Interruptions
Glatz AG does not guarantee the continuous availability of its online store or listed products. The company is not responsible for temporary outages, service interruptions, or malfunctions due to maintenance, updates, or unforeseen technical issues.

Swisher

Return Policy
Returns are subject to a 25% restocking fee, and the customer is responsible for return shipping costs to our facility. The item must be returned undamaged and in its original packaging to qualify for a return.

Refund Policy
Credit card cancellations or refunds will incur a 7% processing fee.

Cancellation Policy
Orders can be canceled before shipment with a 7% credit card processing fee applied. If the unit has already been shipped, the customer will be responsible for a 25% restocking fee and must cover the cost of return shipping to our facility.

Warranty Policy
5-Year Limited Warranty – Backed by a warranty and Lifetime Storm Damage Replacement for long-term peace of mind.

The manufacturer’s limited warranty applies to the original consumer purchaser and guarantees that the Safe Room is free from defects in materials and workmanship for a period of five (5) years from the date of purchase. The manufacturer will, at its discretion, repair or replace any parts found to be defective due to materials or workmanship.

To exercise this limited warranty, the owner must allow the manufacturer (or its representative) to inspect the Safe Room onsite. Failure to permit this inspection will result in the warranty being voided. Upon inspection, the manufacturer will determine whether the damaged or malfunctioning components will be repaired or replaced.

For any questions regarding warranty claims or product concerns, please contact our support team.

Westinghouse

Return Policy
We offer a 30-day return policy for both unopened and opened boxes with no restocking fees. Customers are responsible for covering the return shipping costs to our designated warehouse.

Refund Policy
Refunds are only available if fabrication has not yet begun. Please ensure your order details are correct before completing your purchase.

Cancellation Policy
Orders can be canceled only before fabrication begins. Once production has started, cancellations cannot be accepted.

Warranty Policy
Your purchase is protected by a 1-year limited warranty, covering manufacturing defects and product malfunctions under normal use.

Arctic Finland House

Return Policy

All sales are final. Each Arctic Finland House product is custom-built to meet individual customer specifications.
Please double-check that the product suits your needs and that your order details are accurate before finalizing your purchase.

Cancellation Policy

Customized Orders (e.g., painted treatments, special designs, or any personalized modifications):
- Cannot be canceled within 3 business days prior to the start of production.
- The production process includes ordering and preparing customized components.
Standard Products:
- May be canceled up to 3 business days before production begins.
You will receive a confirmation email within 3 business days of placing your order, informing you of the production start date. This is to ensure transparency and prevent any misunderstandings.
All approved cancellations involving a refund will incur a €50 + VAT processing fee, as outlined in the Refund Policy.

Refund Policy

Refunds are only available if production has not yet started.
Refund eligibility is based on the cancellation timeline:
- Cancellations must occur at least 3 business days before production begins.
All refunds are subject to a €50 + VAT order processing fee.

Please refer to the Cancellation Policy for further details regarding production timelines.

Warranty Policy

Arctic Finland House cabins, saunas, and grill houses are backed by a 5-year warranty, provided they are installed, treated, and maintained according to the included installation and care instructions.
This warranty covers:
- Manufacturing defects
- Missing or incomplete components
- Functional issues under normal use
- Structural problems that render the product unusable
This warranty does not cover:
- Normal wear and tear
- Unauthorized modifications or alterations made by the customer
- Issues resulting from incorrect installation (as detailed in the installation manual)
- Natural wood characteristics, such as cracks, knots, grain variations, or minor gaps due to drying, unless they affect structural integrity
- Damage caused by improper handling, misuse, or neglect of maintenance

Lasita Maja

Warranty Policy

Please refer to the manufacturer's warranty policy here.

Return Policy

All sales are final as Lasita Maja products are built to order.
Please double-check that the product suits your needs and that your order details are accurate before finalizing your purchase.

Refund Policy
Refunds are only available if fabrication has not yet begun. Please ensure your order details are correct before completing your purchase.

Cancellation Policy
Orders can be canceled only before fabrication begins. Once production has started, cancellations cannot be accepted.

If you have any questions or concerns regarding this policies, feel free to contact us at support@outdoorlivingretreat.com.

BY USING THE SITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, DO NOT USE THE SITE.