All orders at Basse Patio undergo thorough quality inspections before dispatch. Given our specialized approach to premium outdoor cooking and heating equipment, order processing typically requires 3-5 business days (extended compared to standard retail operations). During peak seasons, processing may extend to 5-7 business days. Order cancellations are only accepted within 24 hours of purchase by contacting [email protected]. Beyond this period, your order enters our preparation phase and cannot be canceled—though our generous return window provides ample flexibility for reconsideration.
We stand behind the durability and performance of our outdoor cooking equipment. You may return unused items in original condition within 30 days of delivery (significantly extended from industry standards). For exchanges of grills, patio heaters, or electric griddles, we allow 45 days to accommodate the specialized nature of our products and potential shipping complexities. Initiate returns through www.bassepatio.com and select your preferred resolution. Note: Custom-configured products and clearance items marked "Final Sale" are excluded from returns.
To maintain our premium quality standards, returns must satisfy these conditions: (1) Show no evidence of use, fuel residue, or cooking stains (2) Include all original packaging, protective materials, and accessories (3) Contain intact safety seals and documentation. Our quality team performs comprehensive inspections upon receipt. Products failing inspection will be returned to you at your expense within 14 business days with a detailed assessment report explaining the deficiencies.
Refunds require 10-14 business days after we receive and verify your returned merchandise—this extended timeframe accounts for our meticulous inspection process ensuring each product meets our performance standards. The refund amount excludes original shipping charges and any return shipping costs. For payments processed through PayPal or credit cards, additional 3-5 banking days may apply before funds reflect in your account, depending on your financial institution's processing timelines.
Customers are responsible for return shipping expenses unless the return stems from our error (incorrect/damaged item shipment). We strongly recommend using insured, trackable shipping methods—Basse Patio cannot assume liability for return packages lost in transit. For exchanges exceeding $500 in value, we provide prepaid shipping labels (deducted from your refund if the label goes unused or for partial returns).
Report manufacturing defects or shipping damage within 10 days of delivery by emailing [email protected] with detailed photographs/videos demonstrating the issue. We will coordinate complimentary return shipping and prioritize replacement (subject to inventory availability) or issue a complete refund including original shipping fees. This exception to our standard policy underscores our commitment to delivering reliable outdoor cooking solutions.
Custom-configured grills and specially ordered heating elements are considered final sale. For holiday season purchases (November 1 - December 31), the return window extends to January 31 of the following year. Commercial-grade equipment and professional installations follow separate policies—consult our product specialists. Basse Patio reserves the right to decline returns from customers demonstrating excessive return patterns (exceeding 50% of orders within a six-month period).
For return authorization or policy clarification, contact our Customer Experience Team at [email protected] (response within 48 hours). Always include your order number and supporting media for damaged products. Visit www.bassepatio.com for live chat assistance during standard business hours PST.
