At our outdoor bench factory, we know that a damaged delivery is frustrating, especially when you are ready to install seating for a patio, park, restaurant, or commercial courtyard. Our return policy for benches damaged in shipping is designed to be straightforward: you are covered, and we help manage the freight claim instead of leaving you to negotiate with the carrier alone.
The first step is inspection at delivery. Before signing the delivery receipt, check the pallet, carton, and visible bench surfaces. If you see crushed packaging, broken slats, bent legs, or scratched frames, write “Damaged—subject to inspection” on the delivery receipt and keep a copy. Take clear photos of the packaging, shipping label, bill of lading, and the damaged area. Then contact us within 48 hours of delivery, or within two business days, with your order number, photos, and delivery documents.
Once we receive your damage report, we review it quickly, usually within one business day. We may ask for additional photos or measurements so we can identify the correct replacement parts. If the damage is minor and repairable, we can ship replacement slats, legs, armrests, hardware, or touch-up materials at no cost to you. If the damage is structural, widespread, or affects safety, we will replace the entire bench with the same model and finish whenever possible. There is no restocking fee for shipping damage.
If we need the damaged bench returned, we will arrange the pickup and pay the return freight. Please do not send a damaged bench back on your own before receiving written authorization, because unauthorized returns may not be accepted or reimbursed. If a replacement is unavailable, we will offer a comparable alternative, a store credit, or a full refund for the bench and original shipping charges. Refunds are issued to the original payment method after inspection or return, typically within 5–10 business days.
Hidden damage matters, too. If you discover damage after signing but before assembly, report it within 7 calendar days of delivery with photos of the packaging and product. Hidden damage claims are reviewed case by case, but our goal remains the same: to provide replacement parts, a replacement bench, or a refund when the claim is valid. Keep the original packaging and damaged item until the claim is resolved, because carriers may require inspection.
Our shipping damage policy does not cover damage caused by improper unloading, incorrect assembly, modification, misuse, extreme weather, or normal wear and tear. Custom benches are also protected against shipping damage, but custom orders cannot be returned for buyer’s remorse. If the issue is not covered, we can still help you order replacement parts at a fair price.
To start a claim, email our support team with your order number, a brief description of the damage, photos of the packaging and bench, and a copy of the delivery receipt or bill of lading. We will assign a claim specialist, file the freight claim with the carrier, and keep you updated until the resolution is complete.
In short, if your outdoor bench arrives damaged in shipping, you do not have to accept the loss. Our factory return policy focuses on fast communication, free replacement parts or full replacement when warranted, refunds when replacement is not possible, and professional handling of the freight claim. Our goal is simple: to get you a safe, beautiful, and reliable outdoor bench as quickly as possible.
