Refund policy

At Still Standing Patio, our products are handcrafted concrete pieces made to be heavy, durable, and long-lasting. Because many of our items are made to order and require special handling or freight-style shipping, our return policy is different from a standard small-item retail store.

Please review this policy carefully before placing an order.

Return Eligibility

We accept returns only in limited situations, including confirmed product damage, manufacturing defects, or an error on our part.

Because our concrete products are heavy, difficult to package, and expensive to ship, we do not accept returns for buyer’s remorse, change of mind, incorrect measurements, color or texture preference, or failure to review the product description before ordering.

Made-to-Order and Custom Products

Most Still Standing Patio products are made to order. Made-to-order, custom, modified, or personalized products are considered final sale once production has started, except in cases of confirmed damage, defect, or seller error.

This includes products made in a selected size, finish, color, hardware setup, umbrella sleeve size, or other customer-requested configuration.

Order Changes and Cancellations

Orders may be changed or canceled only if production has not started yet.

If you need to request a change or cancellation, please fill out the contact form on our website as soon as possible.

Once materials have been purchased, production has started, or shipping has been scheduled, the order may no longer be eligible for cancellation.

Natural Concrete Variation

Concrete is a handcrafted material, and each piece will have natural variation. Small differences in color, tone, surface texture, edge detail, air pockets, veining, markings, and finish are normal and are not considered defects.

These natural variations are part of the character of handmade concrete products and make each piece unique.

Damaged or Defective Items

Please inspect your order carefully at delivery.

If your item arrives damaged or you believe there is a manufacturing defect, please fill out the contact form on our website within 3 calendar days of delivery.

Please include:

Your order number
Photos of the product
Photos of the packaging
A description of the issue
Photos of any visible delivery damage before the item is moved, if possible

For freight or heavy-item deliveries, visible damage should be noted with the delivery carrier at the time of delivery whenever possible.

Do not discard the packaging or attempt to return the item without contacting us first. Unauthorized returns may not be accepted.

Approved Return or Resolution Options

If an item is confirmed to be damaged in transit, defective, or incorrect due to an error on our part, we may offer one of the following resolutions:

Repair guidance or repair solution
Replacement part or hardware
Partial refund
Replacement product
Full refund, when appropriate

The resolution will depend on the product, the issue, and whether the item can be reasonably repaired, replaced, or returned.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to confirmed damage, defect, or an error on our part.

Because our products are heavy and require special handling, any approved return must be packaged safely and securely to prevent damage during return shipping. If an item is returned damaged due to improper packaging, the refund may be reduced or denied.

Original shipping, delivery, freight, and handling charges are non-refundable unless the return is due to confirmed damage, defect, or seller error.

Refunds

If a refund is approved, it will be issued to the original payment method.

Refunds are typically processed within 10 business days after the approved return is received and inspected, or after we approve a refund that does not require a physical return.

Your bank or credit card provider may take additional time to post the refund.

Non-Returnable Items

The following items are not eligible for return unless they arrive damaged, defective, or incorrect due to seller error:

Made-to-order products after production has started
Custom or modified products
Products damaged by misuse, improper installation, improper storage, or improper handling
Products damaged after delivery
Products altered by the customer
Clearance, discounted, or final-sale items
Items returned without prior approval

Delivery and Customer Responsibility

Customers are responsible for making sure the product dimensions, weight, delivery access, and intended placement area are suitable before ordering.

Our concrete products are heavy. Please make sure you have appropriate help, equipment, or delivery arrangements in place before the product arrives.

Still Standing Patio is not responsible for injury, property damage, or product damage caused by improper lifting, moving, installation, anchoring, use, or storage after delivery.