We know ordering outdoor furniture is an investment, and sometimes plans change. This page outlines BOXHILL’s return guidelines, including what may be eligible for return, important timing details, and any conditions to keep in mind before you purchase. Our goal is to make the process as clear and straightforward as possible.
Effective Date: December 1, 2012
Last Updated: September 18,2026
BOXHILL carefully curates outdoor furniture, fire features, planters, umbrellas, lighting, accessories, and related products from independent manufacturers, artisans, and design brands. Many of the products we sell are made to order, configured for an individual customer, produced in limited quantities, or manufactured from natural and handmade materials.
For that reason, BOXHILL does not have one universal return rule or restocking fee for every product. Return eligibility, return windows, cancellation terms, packaging requirements, and restocking fees are often established by the manufacturer and may vary by brand, collection, product, configuration, or order type.
This Return Policy explains how those manufacturer-specific terms apply, how to request return authorization, which products are generally nonreturnable, who is responsible for return costs, how refunds are calculated, and how ordinary returns differ from freight-damage and warranty claims.
This Return Policy is incorporated into the BOXHILL Terms & Conditions. Product-specific return terms disclosed on a product page, accepted quote, invoice, order confirmation, sale page, or other transaction document also apply. If a product-specific written return term conflicts with this general policy, the more specific term controls for that product, provided it was disclosed before purchase.
Shipping and freight-damage procedures are governed by the BOXHILL Shipping Policy and Damage Claim Policy.
BOXHILL represents products from many independent manufacturers. Each manufacturer may establish its own:
Manufacturer restocking fees commonly range from 10% to 35% of the merchandise price, although a different disclosed percentage or fee may apply. Some manufacturers do not accept change-of-mind returns.
The exact return eligibility, return window, restocking fee, cancellation restriction, and final-sale status applicable to the product will be disclosed before BOXHILL accepts the order through one or more of the following:
The applicable terms will also be confirmed on the order confirmation or receipt and, if a return is authorized, in the written Return Authorization.
The manufacturer-specific fee and return terms in effect when BOXHILL accepts the order will govern that transaction. BOXHILL will not apply a higher fee retroactively merely because a manufacturer later changes its general policy.
If an exact return term cannot be determined until the customer selects a specific configuration, BOXHILL will provide the applicable term in the quote or transaction documents before accepting the order.
Nothing in a manufacturer policy eliminates a right relating to damaged, incorrect, defective, or materially nonconforming merchandise, an applicable written warranty, shipment-delay rights, or another right that cannot legally be waived.
A stock product may be eligible for a change-of-mind return when the applicable manufacturer and product terms permit the return.
The manufacturer-specific return window disclosed before purchase controls. If no shorter product-specific or manufacturer-specific window was disclosed and the product is otherwise eligible, the customer must submit a return request within 30 calendar days after delivery.
The return period begins on the delivery date shown by carrier tracking, signed proof of delivery, receiving-warehouse record, or another reliable delivery record. For an order delivered in separate shipments, the return period for each product begins on the date that product was delivered to the customer or the customer's authorized recipient.
Unless the applicable manufacturer policy states otherwise, eligible returned merchandise must be:
BOXHILL may request photographs or other documentation before authorizing a return.
No product may be returned without prior written authorization from BOXHILL.
To begin the process, submit the BOXHILL Return or Damage Claim form or contact:
Email: help@shopboxhill.com
Telephone: +1 (520) 351-0053
A return request should include:
Submitting a return request does not authorize a return or guarantee a refund. Do not ship merchandise until BOXHILL issues written return authorization and return instructions.
BOXHILL will review product eligibility, manufacturer requirements, the applicable return window, product condition, restocking charges, freight requirements, shipping costs, and other applicable terms.
If the request is approved, BOXHILL will provide written return instructions and a Return Authorization. The authorization may identify the approved products and quantities, return destination, shipping method, packaging and insurance requirements, applicable fees, shipping deadline, required documents, and authorization number.
A Return Authorization applies only to the products, quantities, and condition identified in the authorization.
Issuance of a Return Authorization does not guarantee that the merchandise will qualify for a refund.
Final eligibility and the refund amount are determined after the merchandise is received at the approved return destination, unpacked, inspected, matched to the authorization, and confirmed to satisfy the applicable manufacturer and BOXHILL return conditions.
BOXHILL may reduce or deny a refund when returned merchandise:
Rights involving defective, damaged, incorrect, or materially nonconforming merchandise are addressed separately and are not eliminated by this inspection provision.
Unless BOXHILL expressly agrees otherwise in writing, the following products are generally not eligible for change-of-mind returns when identified as such before purchase:
A final-sale or nonreturnable designation does not eliminate rights relating to qualifying freight damage, incorrect merchandise, material nonconformity, a qualifying manufacturing defect, an applicable written warranty, legally protected shipment-delay cancellation rights, or another right that cannot legally be waived.
Made-to-order, custom, and special-order products are manufactured or configured for an individual customer and may involve fabric, frame color, finish, wood selection, powder-coat color, size, cushion fill, modular configuration, left- or right-facing orientation, fuel type, electrical configuration, custom dimensions, customer-supplied material, or another individualized specification.
Customers are responsible for reviewing every selection before approving the order.
Once BOXHILL accepts and releases the order to the manufacturer:
BOXHILL will attempt to accommodate a requested change or cancellation when reasonably possible, but manufacturer approval is not guaranteed.
These restrictions do not eliminate rights relating to shipment delays, shipping damage, incorrect merchandise, material nonconformity, an applicable warranty, or another right that cannot legally be waived.
A discount does not automatically make a product final sale. A product is final sale only when the applicable product page, promotion, quote, invoice, order document, or sale terms clearly state that treatment before purchase.
Sale-event terms may differ from this general policy and may include final-sale treatment, a different return period, a manufacturer-specific restocking fee, store-credit treatment, or another clearly disclosed condition.
Trade, commercial, hospitality, multifamily, project, and volume orders may be governed by an accepted quote, Trade Program terms, purchase agreement, invoice, proposal, or another written transaction document. Those more specific terms control when disclosed before purchase.
Customers purchasing a large quantity or project order should request finish samples, fabric samples, material samples, product specifications, dimensions, and a sample unit where available before approving the complete order.
Many BOXHILL products are made from natural, handmade, cast, fired, woven, forged, or individually finished materials.
Normal variations may include differences in color, grain, knots, checking, veining, mineral deposits, texture, porosity, glaze, surface movement, patina, weld marks, cast lines, pinholes, air pockets, concrete pigment, hand-applied finishes, weave, hammering, pattern placement, handmade dimensions, and other material or production characteristics.
These variations may be inherent to the material or manufacturing process and are not necessarily defects.
Outdoor products may also naturally develop patina, fading, oxidation, weathering, checking, color change, water spotting, mineral deposits, cushion compression, surface changes, and other signs of exposure and use.
Normal variation, reasonable manufacturing tolerance, and expected outdoor aging do not qualify a product for a damage, defect, or warranty remedy.
When a stock product is otherwise eligible for a change-of-mind return, dissatisfaction with appearance does not by itself prevent the customer from requesting an ordinary return under the applicable timing, condition, packaging, fee, and shipping requirements. Natural variation is not a basis for returning a product that was made to order, custom, special order, final sale, or otherwise nonreturnable.
For an approved change-of-mind return, the customer is generally responsible for:
The customer remains responsible for the merchandise until it is received at the authorized return destination.
Parcel returns must use a trackable shipping method and adequate insurance. Freight merchandise must not be returned through an unapproved carrier or shipping arrangement. BOXHILL may arrange return freight and deduct the actual cost from the refund, require the customer to coordinate with an approved carrier, or provide other product-specific instructions.
The return address will be provided after authorization. Do not send merchandise to BOXHILL's office, a manufacturer, or an address shown on the original shipment unless the written return instructions expressly direct you to do so. Manufacturers and distribution warehouses may refuse unauthorized shipments.
When shipping was advertised as free or included in the product price, the actual outbound shipping cost may be deducted from the refund only when that treatment was disclosed before purchase and is permitted by applicable law.
Original shipping or delivery charges will not be deducted when BOXHILL shipped materially incorrect merchandise, when return shipping is part of an approved damage or defect remedy, or when applicable law requires those charges to be refunded
An eligible change-of-mind return may be subject to the restocking fee established by the applicable manufacturer.
Restocking fees commonly range from 10% to 35% of the merchandise price, although a different disclosed percentage or fee may apply. Some manufacturers do not accept change-of-mind returns at all.
The exact applicable restocking fee or fee formula must be disclosed before purchase on or through the product page, quote, draft order or invoice, checkout disclosure, sale terms, or another pre-purchase transaction document. The fee will also be confirmed on the order confirmation or receipt and, if a return is authorized, in the written Return Authorization.
BOXHILL will not impose a product-specific restocking fee that was not disclosed before purchase, and will not substitute a higher percentage after purchase merely because the manufacturer later changes its general policy.
The manufacturer restocking fee may reflect manufacturer charges, warehouse handling, inspection, repackaging, administrative processing, reduced resale value, and other return-related costs. It is separate from original freight, return freight, packaging, insurance, carrier accessorial charges, and other authorized return-transportation expenses.
A restocking fee generally will not be imposed when:
Original packaging is required for a change-of-mind return unless the applicable manufacturer policy or BOXHILL expressly waives that requirement in writing.
Original packaging may include product cartons, manufacturer boxes, crates, pallets, foam, corner protectors, protective wrapping, fabric sleeves, hardware bags, instructions, labels, and other protective materials.
Packaging must be adequate to protect the merchandise during return transportation. Writing directly on product packaging, removing required labels, discarding protective materials, or damaging the packaging may make the product ineligible for return or reduce the refund.
Customers should not discard packaging until they have fully inspected the product, confirmed that the correct merchandise was delivered, confirmed that no damage is present, and decided that they will retain the product.
Returned merchandise must arrive in substantially the same condition in which it was delivered, except for reasonable inspection necessary to confirm the product and condition. Reasonable inspection does not include outdoor use, event use, extended trial use, installation, wiring, gas or electrical connection, filling a planter, placing furniture in a pool, exposure to weather, alteration, refinishing, cutting, drilling, anchoring, or assembly that impairs resaleability.
BOXHILL, the manufacturer, or the authorized warehouse may inspect returned merchandise for use, damage, missing parts, packaging condition, assembly, installation, modification, exposure, cleanliness, and resaleability.
If a return does not meet the authorized conditions, BOXHILL may deny the return, reduce the refund to reflect documented loss in value or missing components where permitted, charge authorized repackaging or restoration expenses, arrange return shipment back to the customer at the customer's expense, or provide another legally permissible resolution. BOXHILL will notify the customer before returning rejected merchandise or taking another material action.
An approved change-of-mind refund may be calculated as follows:
Approved refund amount = eligible merchandise price, less the applicable disclosed manufacturer restocking fee, applicable outbound shipping, return shipping or freight, authorized packaging or carrier charges, and other documented deductions permitted under this policy.
Taxes will be adjusted as required by applicable law.
Approved refunds will generally be issued to the original payment method. A customer may elect store credit when BOXHILL offers that option, but BOXHILL will not substitute store credit when applicable law requires a monetary refund.
After an authorized return has been received, inspected, and accepted, BOXHILL will initiate the approved refund promptly. Most approved refunds are initiated within seven business days after acceptance, although the customer's bank, card issuer, financing provider, or payment service may require additional time to post the credit.
Refunds involving financing, split payments, gift cards, multiple payment methods, international payment providers, or closed accounts may require a different processing method.
BOXHILL will not issue a refund before returned merchandise is received and accepted unless BOXHILL expressly agrees otherwise, applicable law requires otherwise, or the refund relates to merchandise canceled before shipment.
BOXHILL does not deduct a separate credit-card processing fee from an approved return refund.
Because product availability, production times, shipping costs, and manufacturer terms vary, BOXHILL generally processes an exchange as:
The new order is subject to current pricing, availability, lead times, shipping charges, and product-specific terms.
BOXHILL does not guarantee that replacement merchandise will remain available while a return is in transit or under inspection.
A replacement involving damaged, defective, missing, or incorrect merchandise is handled under the applicable Damage Claim, Shipping, or Warranty process rather than as an ordinary change-of-mind exchange.
Contact BOXHILL immediately when requesting cancellation.
Before BOXHILL accepts an order, BOXHILL will generally attempt to cancel the requested item. If BOXHILL cancels an unaccepted order after collecting payment, the amount collected for the canceled item will be refunded.
After an order has been accepted, cancellation may not be possible. Eligibility may depend on whether the manufacturer accepted the order, production began, materials were ordered, merchandise was allocated or packaged, shipping documents were created, the product shipped, and the product-specific manufacturer terms disclosed before purchase.
An approved cancellation may be subject to a manufacturer cancellation charge or other disclosed, documented cost only when the charge or method of calculation was disclosed before purchase.
Made-to-order, custom, and special-order merchandise generally cannot be canceled after release to production, and the customer may remain responsible for the complete purchase price.
Cancellation restrictions do not eliminate rights that apply when BOXHILL cannot ship within a represented or legally applicable shipment period. A legally required cancellation and refund resulting from shipment delay will not be reduced by a change-of-mind restocking fee or replaced with store credit.
Do not submit an ordinary return request for merchandise damaged during shipping. Shipping damage must be reported through the BOXHILL Return or Damage Claim form and handled under the Shipping Policy and Damage Claim Policy.
Customers should preserve the product and all packaging, photograph the shipment and damage, retain the proof of delivery, avoid assembly or installation, avoid repair or disposal, and contact BOXHILL promptly. Do not return damaged merchandise without written instructions.
A shipping-damage remedy may include replacement parts, touch-up materials, repair, replacement, refund, carrier inspection, manufacturer review, or another commercially reasonable remedy. No change-of-mind restocking fee or customer-paid return freight will be imposed when BOXHILL authorizes a return as the remedy for qualifying shipping damage.
Contact BOXHILL promptly if the order contains the wrong product, finish, fabric, quantity, a missing carton, missing component, or another material fulfillment error. Do not install, alter, discard, or extensively use incorrect merchandise while the issue is under review.
A manufacturing defect or warranty claim is not necessarily an ordinary return. Certain products include written warranties issued by their manufacturers. Warranty coverage, exclusions, duration, documentation requirements, and remedies vary by manufacturer and product. A warranty remedy may include replacement parts, repair, product replacement, manufacturer credit, or another remedy stated in the applicable warranty. A warranty does not necessarily provide a right to a refund or change-of-mind return.
Return eligibility for orders delivered outside the contiguous United States varies by manufacturer, destination, product, and carrier and must be confirmed in writing before purchase.
When a non-contiguous or international return is authorized, the customer may be responsible for return freight, customs, duties, taxes, brokerage, port fees, documentation charges, insurance, original shipping, and other destination-related expenses.
This section does not eliminate rights relating to qualifying shipping damage, incorrect merchandise, material nonconformity, an applicable warranty, or another right that cannot legally be waived.
Merchandise returned without written authorization may be refused, returned to the customer, held pending customer instructions, or subject to actual storage, handling, and return-shipping expenses.
BOXHILL is not responsible for merchandise sent to an incorrect address or unauthorized recipient. Sending merchandise back does not create automatic return eligibility.
BOXHILL may limit discretionary change-of-mind returns or decline future transactions when there is reasonable evidence of fraud, return fraud, misrepresentation, altered documentation, unauthorized substitution, excessive or abusive return patterns, intentional product damage, use followed by attempted return, unauthorized resale activity, or other misuse of the return process.
Any restriction will not eliminate rights relating to defective, damaged, incorrect, or nonconforming merchandise that cannot legally be waived.
BOXHILL may update this Return Policy periodically. Changes will be posted with a revised "Last Updated" date.
An accepted order will generally remain governed by the Return Policy and product-specific terms in effect when the order was accepted unless the customer agrees to a change, a change is required by law, or the accepted transaction documents expressly state otherwise.
For return-eligibility questions or to request return authorization, contact:
Boxhill & Co., LLC
Email: help@shopboxhill.com
Telephone: +1 (520) 351-0053
Website: shopboxhill.com
Please provide your order number, product name, quantity, delivery date, reason for the request, product condition, packaging condition, and requested outcome.
Do not ship merchandise until BOXHILL provides written return authorization and instructions.
Return eligibility depends on the manufacturer, product, configuration, and terms disclosed before purchase. Eligible stock merchandise may be submitted for return authorization within the applicable return window. If no shorter product-specific window was disclosed, the request must generally be submitted within 30 calendar days after delivery. Merchandise must satisfy the applicable condition, packaging, fee, and shipping requirements.
Generally, no. Made-to-order products are manufactured or configured for an individual customer and ordinarily cannot be canceled or returned after BOXHILL accepts and releases the order to the manufacturer.
Yes. Every return requires prior written authorization from BOXHILL. Do not send merchandise to BOXHILL, a manufacturer, or a warehouse until you receive written instructions and a Return Authorization.
An eligible change-of-mind return may be subject to a manufacturer-specific restocking fee. Because BOXHILL represents many independent manufacturers, fees vary by brand and product and commonly range from 10% to 35% of the merchandise price. A different disclosed fee may apply, and some manufacturers do not accept change-of-mind returns. The exact fee applicable to the product will be disclosed before purchase and confirmed again in the Return Authorization.
For an approved change-of-mind return, the customer is generally responsible for return shipping, insurance, packaging, freight, and other applicable transportation charges. BOXHILL will cover authorized return shipping when BOXHILL shipped materially incorrect merchandise or when return shipping is part of an approved damage or defect remedy.
Original parcel, freight, white-glove, assembly, and other completed delivery-service charges are generally nonrefundable on change-of-mind returns. When shipping was advertised as free or included, the actual outbound shipping cost may be deducted only when that treatment was disclosed before purchase and is permitted by law.
Do not submit an ordinary return request. Photograph the shipment and damage, preserve all packaging, avoid assembly or installation, and submit a Damage Claim promptly.
A discounted item is returnable only if the applicable manufacturer and product terms permit it. A sale item is final sale when that status was clearly disclosed before purchase.
BOXHILL generally processes an exchange as an authorized return followed by a separate new order. The new order is subject to current pricing, availability, lead times, shipping charges, and product-specific terms.
After an authorized return is received, inspected, and accepted, BOXHILL generally initiates the approved refund promptly, and most refunds are initiated within seven business days. The customer's financial institution may require additional time to post the credit.
