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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. 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 defect
  • 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.

 

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.

 

Contact support@outdoorlivingretreat.com for any questions.

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