Refund policy

Returns

Our policy lasts 30 days from delivery or pickup. If 30 days have gone by, unfortunately we can't offer you a refund or exchange.

To be eligible for a return your item must be unused and in the same condition that you received it. It must also be in the original packaging. Manufacturer defects are eligible for warranty, not return or refund.

To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

Items that can't be returned

Food and other perishable goods.
Hazardous materials, or flammable liquids or gases.
Used BBQs, grills, grilling accessories or wearable merchandise.
Any item requiring assembly once they have been assembled.
Opened bags of pellets or charcoal. If you weren't satisfied with your experience, please reach out to customer care at shop@wickerland.ca.
Gift cards.
Sale or clearance items. Only regular priced items may be refunded. All clearance items are sold as-is and are final sale.
Custom ordered products (see below).

Custom orders

No refunds for any custom ordered products. Custom ordered is defined as any product that Wicker Land Patio does not have in stock at the time of purchase and will be ordering on your behalf from one of our suppliers. Wicker Land Patio reserves the right to make determination of which orders are custom.

Here are some examples of custom ordered products. These are just examples, and this is not a full list of custom ordered products:

A furniture set with cushions.
C.R. Plastics Furniture that we order direct from the manufacturer for them to make and ship to you the client.
A weather cover or BBQ that we do not stock but have access to ordering through our supplier. For instance, while we stock many Weber BBQ products, if you are looking for a certain one we do not stock, we can order in on your behalf from the Weber warehouse.

Partial refunds

There are certain situations where only partial refunds are granted. Wicker Land Patio reserves the right to make determination of which situations warrant a partial refund, such as:

Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Damaged or wrong items

If your order arrives damaged or isn't what you ordered, contact us as soon as possible at Shop@Wickerland.ca with your order number and photos. If we shipped the wrong item, Wicker Land Patio is responsible. Depending on the circumstances, we'll offer a replacement, exchange or refund.

Where to send returns

Returns go to the Wicker Land Patio store closest to you (Calgary, Kelowna, or Victoria). Please contact us at Shop@Wickerland.ca before sending anything, and we'll confirm where and how to return it. This also applies to exchanges.

Return shipping

You will be responsible for paying for your own shipping costs for returning your item. If we shipped you the wrong item, we will pay the return shipping. Initial shipping charges are non-refundable.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 2 business days, depending on your credit card processor. Some refunds for returned product may be subject to a 20% to 40% restocking fee. This does not apply to every sale. Please reach out to our customer care centre at shop@wickerland.ca for specifics.

Late or missing refunds

If you haven't received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund yet, please contact us at Shop@Wickerland.ca.

Exchanges

We only replace items if they are defective, damaged or the wrong item. If you need to exchange it for the same item, send us an email at Shop@Wickerland.ca and we'll tell you which store to send it to.