Replacements & Returns
Damaged, Defective or Incorrect Product Returns
If your order arrives damaged, incorrect, or otherwise defective by our fault, Poly-Wood LLC (manufacturer of Ivy Terrace Furniture) will provide needed parts or replace the full products when necessary, covering all outgoing and return shipping costs.
In the case of damaged or defective product, the quickest and easiest way to process the return or replacement parts is by emailing a picture to customer service with a brief description of the problem and your order number.
If only a part of the product needs replaced, we will usually request that you recycle the damaged or defective piece. For full product replacements we will issue a shipping carrier call tag to bring the merchandise back to our facility. Whenever we issue a call tag, we will first provide you with a Return Merchandise Authorization (RMA) number to write on the outside of the box. This helps us to identify the product when it’s returned to us and process your return quickly. Make sure the package is carefully packed and the package sealed as we are not responsible for packages that are lost or damaged.
If you're not delighted with your ivyterracefurniture.com purchase, simply contact us within 30 days and we'll take care of the rest. We will help you pick out the perfect replacement furniture for your outdoor space, or we’d be happy to refund your purchase price in full.
Our friendly Customer Service Team will send you a return shipping label (shipping cost is on us!) and Returned Merchandise Authorization (RMA) number.
We do ask that all returned products be in their original condition and packaging. Once your product is packaged and ready to go, please write your RMA number on the product box(es) to help us identify your furniture and process your return more quickly.
If products show wear and tear from use or have been modified in any way, we may need to adjust your refund total. If this occurs, a Customer Service Team Member will notify you accordingly.