Return Policy

For freight, note any visible damage on the delivery receipt / Bill of Lading before you sign. Photograph the item and all packaging, and email the photos plus your order number to [email protected] within 48 hours. If the report is timely, we make it right at no cost to you — we choose the fix that resolves the problem: replacement parts, repair, a replacement unit, a partial refund or credit, or a return with a refund. If our fix doesn't resolve the problem within 30 days, you get a refund. For items we assembled at your home (gazebos, sheds, pergolas, large fitness equipment), see the delivery + installation subpage.

Items sold as Brand New, Open Box New, Open Box Like New, or Open Box Good — with our prior authorization, unused and in resalable condition. Refurbished items (Like New or Good) are defect-only — no change-of-mind. "As Is For Parts" items are final sale. The condition is stated on every product page before you buy.

Not for change-of-mind. Once we assemble an item at your home — a gazebo, a shed, a pergola, a large fitness machine — it's functionally used, and we don't disassemble. For defects reported within 48 hours of installation completion, remedies follow the same ladder with parts and service first: we send replacement parts and service them, repair, replace, or issue a partial refund or credit. See the delivery + installation subpage for the exact flow.

It ranges from 15% to 30% based on the condition of the returned item — unopened original packaging is 15%, opened-but-unused is 20%, minor use is 25%, and heavy use or partial damage is 30%. The fee reflects the grade we have to resell it as vs. what we sold it to you as. Restocking fees apply only to change-of-mind returns — never to damage or defect resolutions.

You do, on change-of-mind returns. The cost depends on the fulfillment method: $0 for warehouse pickup (just bring it back), $59-150 for local delivery re-pickup, $40-150 for ground shipping, and $200-800 for LTL pallet freight. Pick the right product the first time — call us at (562) 568-8883 if you're unsure before ordering. When we elect a return as a damage/defect remedy, the return is at our cost.

On damage or defect claims, we choose the remedy. If we elect a return — or the problem isn't resolved within 30 days of your timely report — you're refunded 100% of what you paid for the item, including any delivery or shipping you paid for it, to your original payment method. No restocking fee, no return cost, no deductions. Store credit only enters the picture as a partial-credit option when the issue is cosmetic and you keep the item; it never expires. Approved change-of-mind returns are refunded to the original payment method minus the restocking fee and return cost, itemized in writing before we process the refund.

48 hours from the clock-start for your fulfillment method — pickup, delivery, or completion of installation (see the table on this page). That window is our express-remedy window: prompt reporting lets us verify what happened and protects our own recovery from the carrier. Concealed damage — damage you couldn't reasonably see without unpacking — should be reported within 48 hours of discovery, and no later than 5 business days after delivery for shipped or freighted items. A late report doesn't waive rights you have under California law, but it may limit what we can verify and which remedies remain practical.

We do. For shipped and freighted orders, claims against the carrier are filed and owned by Francis Retail — and your remedy is not conditioned on whether the carrier pays us. Your part: note visible damage on the delivery receipt / BOL before signing, photograph the item and all packaging, and keep the item and all packaging available until we confirm in writing that the claim is closed.