Return & Refund Policy | Chicago Outdoor Living


You may return an item for a refund of the merchandise total cost (excluding Shipping and Processing fees) within 30 days of delivery;  all you need to do is notify us through our Contact Us page your intent to return a product and ship the item back to us in its original packaging.   Refunds are issued within 24 hours once the item is received and inspected.   Please note,  all returned items must be in their original packaging and in the condition in which it was received to receive a full refund.


Return Eligibility

Items must be in new condition and in the original packaging to qualify for a refund (please do not assemble or modify the product in any way). The few exceptions that cannot be returned include:

  • Clearance Items
  • Gift Certificates
  • Personalized Items
  • Items Marked “Non-Returnable” (clearly indicated on the sale page before placing your order)


Extended Holiday Return Policy!

You have until January 31 to return orders placed between November 1 and December 25.  Please note, you will be responsible for return shipping costs.  If you receive an item that has a problem, please report the issue through 1.800.852.0323 or Contact Us page.


Return Process

To return an item, go to our Contact Us page then:

  1. Enter your name
  2. Enter your email address
  3. Select “Return / Refund Request” from the “Topic” drop down menu.
  4. Enter your phone number
  5. Enter your Order Number (Be sure to enter your Order Number to help expedite your request)
  6. Enter reason for your return request and Click “Submit” at the bottom of the page.

A representative will contact you with in 24hours of receiving your request with product specific return instructions which include return address and UPS pick up information.


What if My Order Arrives Damaged?

All of our products are packaged well so they arrive on your doorstep snug, safe, and secure. If an item does arrive damaged, please notify us within 30 days to initiate a return, exchange or refund.


 Truck Freight or White Glove Returns

If your order arrived by Truck Freight or White Glove, please note the instructions below for our Truck Freight and White Glove return policy.

When you sign for delivery, even if the package appears only slightly damaged, please write “Package Damaged.”     If the package looks significantly damaged, you may refuse delivery.   In this case, please notify us right away so that we can expect the return shipment.   Once the package returns to us we will send you a new one right away.

If you have already accepted the package and notice damage, you have 48 hours to contact us to file freight claim on your behalf and prepare to have a replacement shipped to you free of charge and we will pay for the return freight of the damaged item.

If you received a damaged product and DID NOT notify us with in 48 hours, we will schedule return freight under our standard return policy.   

We select only the most reliable, highest quality products and the most reputable manufacturers to work with. If you have any issues or questions, don’t hesitate to contact us.


Built-in Appliances

Buying a large appliance is a big investment, and we want to help ensure that it’s a perfect fit for your outdoor space.

When your appliance arrives, we encourage you to take the following steps:

  • Inspect the box for damages.
  • Make sure the appliance’s product name and model number matches up with your order confirmation.
  • Upon removal of all packaging, inspect the appliance.

If you received the wrong appliance or it arrived damaged, do not accept delivery: alert your delivery representatives and contact Chicago Outdoor Living immediately so we can arrange for a prompt replacement.     Keep in mind that as soon as your appliance is installed, it cannot be returned.

If the appliance you ordered arrived as expected, yet you’d like to make a return:
You may return your appliance for a refund within 30 days of delivery so long as it hasn’t been installed, and it is returned in its original packaging. Simply contact Chicago Outdoor Living through our Contact Us page and follow our return process.  A Refund will be issued within 24 hours once the appliance is received and inspected.

Please note that return Freight / Shipping and Processing fees will be deducted from your total refund amount. 


Clearance or Final Sale Items

As stated at the time of your purchase, clearance items cannot be returned. However, if you received this item and find there is substantial damage or some other issue, please get in touch with us. Of course we want to be fair.

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