When a piece from our outdoor bench factory arrives damaged, our return policy is built around fast resolution rather than a complicated return process. Because outdoor benches are bulky, heavy, and often shipped by freight, damage can occasionally happen in transit. In most cases, we resolve the issue with free replacement parts or a full replacement bench after a claim is reviewed and approved.

1. Inspect the delivery before signing. Open the cartons and check the frame, legs, slats, armrests, hardware, and any preassembled sections. If you see crushed packaging, scratches, bent metal, cracked wood, or missing pieces, note the damage on the delivery receipt. If the driver cannot wait, write “subject to inspection” and photograph everything before moving the shipment.

2. Report the damage within 7 calendar days. Contact our customer support team as soon as possible after delivery. Provide your order number, SKU, quantity affected, a short description of the damage, and clear photos. Photos should show the damaged piece, the packaging, the shipping label, and the overall condition of the delivery. This documentation is required for a freight damage claim.

3. Keep the packaging and damaged parts. Do not discard the cartons, pallet, wrapping, or damaged components until the claim is closed. The freight carrier or our factory may need to inspect them. If you have already started assembly, stop if the damage creates a safety risk. Do not install a bent frame or cracked structural part.

4. Claim review and resolution. Once we receive your report, our team reviews the evidence and determines whether the damage is transit-related, a manufacturing defect, or a handling issue. Depending on the situation, we may offer:

- Free replacement part(s) if only one or a few components are damaged.

- A full replacement bench if multiple parts are damaged or the structure is compromised.

- A repair credit or partial refund if you prefer to keep the item and repair it locally, subject to approval.

- A return and refund if replacement is not possible and the bench cannot be used safely.

5. Returns for damaged shipments. For approved damage claims, we normally do not ask you to return the entire bench at your own cost. If a return is required, we will arrange pickup or provide specific return instructions. Never ship anything back without a Return Authorization (RA) number. Unauthorized returns may be refused or may delay your claim.

6. Processing and shipping times. Most damage claims are reviewed within 1–3 business days after we receive complete documentation. Replacement parts usually ship within 3–7 business days if they are in stock. Full replacements follow normal production and delivery lead times. Custom or made-to-order benches may need to be rebuilt, and we will keep you updated throughout the process.

7. What is not covered. Our return policy for damaged arrivals does not cover damage that happens after delivery, including misuse, improper assembly, extreme weather, normal wear and tear, or failure to follow care instructions. Claims reported after 7 days may be handled as a paid repair or parts order, depending on the circumstances.

To start a claim, email our support team with the subject line “Damaged Outdoor Bench – Order [number]” and attach your photos. If you are unsure whether a part is damaged, contact us before assembling or discarding the packaging. Our goal is simple: document the issue, approve the solution, and send the right replacement part or replacement bench as quickly as possible.