Effective date: October 1, 2026.
Free tracked delivery: Patiolume does not add a shipping charge to customer orders. For supported destinations, we select an eligible trackable DDP delivery line so applicable duties and taxes are included; Patiolume absorbs the quoted fulfilment cost.
Shipping estimate: Orders typically arrive within 7–20 days. This is an estimated delivery window rather than a guaranteed arrival date. Carrier delays, customs clearance, weather, or other circumstances outside our reasonable control may occasionally extend delivery.
Shipping delays and cancellations: We maintain a reasonable basis for the shipment times shown at checkout. If we cannot ship within the stated time—or within 30 days when no shipment time was stated—we will notify you of the delay, provide a revised shipment date, and give you the opportunity to consent to the delay or cancel when required by law. If you cancel, or if the order must be cancelled because the required consent is not received, we will issue a full and prompt refund to the original payment method, including amounts paid for unshipped merchandise and related shipping and handling.
Change-of-mind purchases and ordering mistakes: For non-defective merchandise, sales are final when a customer changes their mind or selects the wrong product, variant, size, colour, or quantity. Please check the product details and order information carefully before paying. This rule does not apply where mandatory law provides a cancellation or return right.
Damaged, defective, incorrect, or materially misdescribed goods: Contact us promptly at info@patiolume.co or through WhatsApp. For shipping damage, we ask that you report the issue preferably within 3 days of delivery and provide clear photos or video where reasonably possible. The 3-day request and supporting-evidence request help us investigate carrier damage; missing that preferred window or being unable to provide video does not waive your statutory rights for defective or nonconforming goods.
Remedies: We will provide the remedies required by applicable law. For consumer goods sold to Massachusetts customers, this includes offering the consumer the legally available choice of repair, replacement, or refund when merchandise is defective. If a return is required for a verified defective, damaged, incorrect, or materially misdescribed item, Patiolume will cover reasonable return-shipping costs.
How to request help or a return: Include your order reference, contact details, a description of the issue, and any evidence reasonably available. Contact us before sending an item so that we can provide the correct return address and safe-return instructions. This authorization step is administrative and does not restrict any statutory right or remedy.
Discretionary returns: If we voluntarily approve a return that is not required by law, the item must be unused, uninstalled, unaltered, and returned with all parts and its original packaging. The customer is responsible for return shipping, and original shipping charges are not refundable, unless we agree otherwise or applicable law requires otherwise.
Refunds: Refunds are issued to the original payment method and initiated promptly after an eligible cancellation or, where appropriate, after the returned goods are received and inspected. Your bank or payment provider may require additional time to post the credit. We will not substitute store credit where applicable law requires a monetary refund.
Your mandatory rights: Nothing in this policy excludes or limits non-waivable consumer rights, including applicable Massachusetts implied warranties and remedies for their breach. Customers may have additional rights under the laws of their delivery destination; where mandatory law provides greater protection, that law controls.