Return & Refund Policy
Your satisfaction is our priority. Learn about our return and refund process.
Our Commitment to You
At Solunza, we stand behind the quality of our outdoor living products. We want you to be completely satisfied with your purchase of swing sets, pergolas, gazebos, greenhouses, grill gazebos, playhouses, carports, and patio accents. If for any reason you're not happy with your order, we're here to help make it right.
30-Day Return Window
You have 30 days from the date of delivery to initiate a return. All returns must be requested within this timeframe to be eligible for processing.
Return Eligibility
To be eligible for a return, items must meet the following conditions:
- Item must be in original, unopened packaging
- All hardware, accessories, and instruction manuals must be included
- Item must be in new, unused condition
- No signs of assembly or installation attempts
- Return must be initiated within 30 days of delivery
- Original receipt or proof of purchase required
Items Not Eligible for Return
The following items cannot be returned:
- Custom or personalized orders
- Items that have been assembled or partially assembled
- Items damaged due to misuse, accidents, or normal wear and tear
- Items returned after the 30-day return window
- Items without original packaging or missing components
- Clearance or final sale items (when specified)
Return Process
Follow these simple steps to return your item:
- Contact Us: Email us at support@lu-closet.com or call (215) 847-8493 to initiate your return request. Please include your order number and reason for return.
- Return Authorization: We'll provide you with a Return Authorization (RA) number and detailed return instructions.
- Package Your Item: Securely package the item in its original packaging with all accessories and documentation.
- Ship Your Return: Ship the item back to us using the provided return label and tracking information.
- Processing: Once we receive and inspect your return, we'll process your refund within 3-5 business days.
Refund Information
| Return Type | Refund Amount | Processing Time |
|---|---|---|
| Defective/Damaged Items | 100% refund + return shipping | 3-5 business days |
| Standard Returns | Purchase price minus original shipping | 5-7 business days |
| Buyer's Remorse | Purchase price minus shipping costs | 5-7 business days |
Refunds will be issued to the original payment method used for the purchase. Please allow 5-10 business days for the refund to appear on your statement, depending on your financial institution.
Return Shipping
For Defective or Damaged Items: We will provide a prepaid return shipping label at no cost to you.
For Standard Returns: Customer is responsible for return shipping costs. We recommend using a trackable shipping method and purchasing shipping insurance for valuable items.
Large Items: For large outdoor structures like gazebos and pergolas, special arrangements may be needed. Please contact us for specific return shipping instructions.
⚠️ Important Note
Due to the size and weight of our outdoor living products, return shipping costs can be significant. We recommend carefully reviewing product specifications and dimensions before purchasing to ensure the item meets your needs.
Exchanges
We currently do not offer direct exchanges. If you need a different size or model, please return the original item for a refund and place a new order for the desired product. This ensures you receive the fastest service and the exact item you want.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately. We'll work quickly to resolve the issue by providing:
- Full refund including original shipping costs
- Replacement item at no additional cost
- Prepaid return shipping label
- Expedited processing for your replacement
Warranty Information
Many of our products come with manufacturer warranties that cover defects in materials and workmanship. Warranty periods vary by product and manufacturer. Please refer to your product documentation for specific warranty terms, or contact us for warranty information on specific items.
Holiday Returns
Items purchased during the holiday season (November 1 - December 31) may be returned until January 31 of the following year, giving you extended time to make return decisions.
Need Help with Your Return?
Our customer service team is here to assist you with any questions about returns or refunds.
Policy Updates
This return and refund policy is effective as of January 1, 2024. We reserve the right to update this policy at any time. Any changes will be posted on this page, and we encourage you to review our policy periodically. Your continued use of our website and services constitutes acceptance of any policy changes.
Questions? We're Here to Help!
If you have any questions about our return and refund policy, please don't hesitate to contact our customer service team. We're committed to providing you with excellent service and ensuring your complete satisfaction with your Solunza purchase.
