We understand how frustrating it is to receive a heavy, carefully ordered outdoor bench only to find a crack, scratch, or broken leg once the packaging comes off. Because we handle every step from raw lumber to final quality checks in our own factory, damage rarely happens. But when it does, our return policy is designed to make things right as quickly and painlessly as possible.
First, inspect your bench within 48 hours of delivery. Look over all wood surfaces, joints, legs, and backrests. If you spot any damage that occurred during shipping or that resulted from a manufacturing defect, take clear photos of the affected areas and include the photo of the shipping label if possible.
Email our support team at support@factorybenches.com with your order number and those photos. We do not require you to call anyone or fill out lengthy forms. A real member of our team will review your claim and respond within one business day.
Once we confirm the damage was present at delivery or caused by our production process, we have two simple options. The first option is a full replacement. We will ship a brand new bench to you at no cost, including all freight charges. You do not need to return the damaged bench unless we specifically ask. In many cases, we will ask you to donate the damaged bench to a local school, community center, or charity, or dispose of it responsibly. This saves you the hassle of repacking and hauling a heavy item to a shipping depot.
The second option is a full refund. If you prefer not to receive a replacement, we will refund 100% of your purchase price, including the original shipping cost, to your original payment method. Refunds are issued within 5 to 7 business days after we approve your claim. If we do request that you return the bench, we will email you a prepaid return shipping label and schedule a pickup at your home or business. There are absolutely no restocking fees, no hidden costs, and no deductions for return shipping.
Our return policy covers damage such as splits or cracks in the wood, broken welds in steel frames, missing or stripped bolts, warped boards, peeling or chipped finish that was not caused by normal weathering, and any other defect that makes the bench unsafe or unsightly. Damage caused by misuse, improper assembly, or natural changes in wood due to humidity are not covered. However, if you have assembly questions or notice a minor cosmetic imperfection first appears after a few weeks of outdoor exposure, our warranty still offers free replacement parts and guidance for up to one year from the date of purchase.
To summarize: if your outdoor bench arrives damaged, email us with photos within 48 hours. We will replace it free or refund you in full. No return call centers, no shipping headaches, no arguing about fine print. Your satisfaction is part of our factory quality promise. If you are ever unsure whether your damage qualifies, just ask. We would rather resolve your issue quickly than haggle over terms. That is the policy our own family would want, and it is the policy we proudly extend to every customer who trusts our benches to grace their porch, patio, or garden.
