Return and Refund Policy
Refund policy
Effective Date: 2026-02-12
1. Overview
The Outdoor Living Exchange, a division of KBG Enterprises, LLC, stands behind the quality of our products. This policy explains when and how returns and refunds are accepted for purchases made through theoutdoorlivingexchange.com.
Summary
- Region: United States
- Return window: 30 days from delivery (damage must be reported within 48 hour)
- Return eligibility: Accepts returns for both defective and non-defective products if they meet policy conditions
- Return shipping: Customer is responsible for return shipping costs unless the item is defective or damaged on arrival.
- Restocking fee: 25% of the product price for approved returns
2. Contact Information
To start a return or report damage, contact our customer service team:
- Email: support@theoutdoorlivingexchange.com
- Phone: 1-866-890-3933
The Outdoor Living Exchange operates exclusively online. We do not maintain a physical retail location. All inquiries should be directed through our online contact form or via the email address referenced above.
Our registered agent information is available upon request in accordance with applicable state law.
3. Eligibility for Returns
Returns are accepted under the following conditions:
- The item arrived damaged, defective, or incorrect
- The customer wishes to return a new item within the policy window
- The damage or issue was reported within 48 hours of delivery
- The product is returned within 30 days of delivery
- The item is unused and includes all original packaging, hardware, and accessories
- Items must be in new condition.
Installed, assembled, or modified items cannot be returned unless defective upon arrival and reported within 48 hours of delivery.
4. Reporting Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item, contact us within 48 hours of delivery. Include:
- Your order number
- Photos clearly showing the damage or issue
- A brief description of the problem
Once reviewed and approved, we will provide next steps and arrange a replacement or return.
5. Custom‑Made Bench Cushions — Final Sale Policy
All bench cushions offered by The Outdoor Living Exchange are custom‑made products manufactured exclusively according to the fabric, size, and specifications selected at the time of purchase. By placing an order for any custom cushion, the customer acknowledges and agrees that:
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All custom cushion orders are final sale.
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Orders may not be cancelled, modified, or refunded once submitted, as production begins immediately and materials are allocated specifically for the customer’s order.
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The customer is solely responsible for verifying all measurements, fabric selections, and product specifications prior to checkout.
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The Outdoor Living Exchange is not liable for customer‑provided measurement errors or selection errors.
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Custom cushions are not eligible for return, exchange, or credit except in cases of verified manufacturing defect, as determined by the manufacturer.
By completing the purchase, the customer affirms understanding of and agreement to this Custom‑Made Cushion Policy.
6. Return Shipping and Fees
Customers are responsible for return shipping costs unless the item is defective or damaged upon arrival.
Restocking Fee: All approved returns are subject to a 25% restocking fee, deducted from the refund total.
Items returned without prior approval may be refused or may not qualify for reimbursement.
7. Freight Returns for Oversized Items
Many of our larger outdoor-living products ship via freight. Freight returns follow different requirements.
- Freight return shipping costs are the responsibility of the customer unless the item is defective
- Returned items must be palletized and securely packaged
- If the customer cannot palletize the item, additional carrier fees may apply
- Refused deliveries (not due to damage) are treated as returns and will incur freight charges plus the 25% restocking fee
8. Refunds and Replacements
- After receiving and inspecting your returned item, we will confirm whether a refund or replacement applies
- Refunds are issued to the original payment method within 7 business days after approval
- Replacements are shipped once the returned item is received and approved.
9. Exchanges
We accept exchanges for both defective and non-defective products as long as they meet the return conditions. Replacement items are shipped once the returned item is received and approved.
10. Non-Returnable Items
We cannot accept returns for:
- Items reported after 48 hours of delivery
- Items damaged due to misuse or neglect
- Personalized, custom-made, or perishable goods
- Gift cards and downloadable digital items
11. Cancellations
- Orders may be canceled before shipment for a full refund
- Once shipped, cancellations are not possible and must follow the return process outlined above.
12. Legal Rights
This policy does not affect your rights under U.S. consumer protection law.
13. Changes to This Policy
We may update this policy from time to time. Any changes take effect once posted on this page.
By purchasing from The Outdoor Living Exchange, a KBG Enterprises company, you agree to this Return and Refund Policy.