Refund Policy

We want you to be confident in every order you place with OutdoorMasterPro. At the same time, many of our products are manufactured specifically for your order once confirmed, which means our refund terms differ from a typical off-the-shelf retailer. In short:

• Cancellations made before production begins are refundable, subject to Section 2.
• Standard, non-customized items follow the return window described in Section 4.
• Custom and made-to-order items generally cannot be returned once production has started, other than for defects or freight damage.

If you change your mind about a custom order, timing matters. You may cancel a confirmed custom order and receive a full refund of your deposit, minus any card processing fees already incurred, if your written cancellation request reaches us before production has started.

Once a work order has been released to production, materials are cut, or fabrication has begun on your specific structure, the order is considered in production and moves to the terms in Section 3. We will always confirm your production start status if you contact us to check before cancelling.

The table below summarizes how our categories are generally treated. Individual quotes may specify different terms in writing, which will take precedence over this general summary.

Regardless of category, items that arrive damaged, defective, or materially different from what was ordered remain eligible for a remedy under Sections 5 and 6.

For standard, non-customized items, you may request a return within 30 days of delivery, provided the item is:

• Unused, unassembled, and in its original packaging where reasonably possible.
• Free of damage not caused by us or the delivering carrier.
• Accompanied by your order number or proof of purchase.

Approved returns may be subject to a restocking fee of up to 15% to cover inspection and freight handling, and you are responsible for return shipping costs unless the return is due to our error or a covered defect.

Large structures ship by freight, and while our carriers handle shipments carefully, damage can occasionally occur in transit. To protect your claim:

1. Inspect the packaging and visible components at the time of delivery, whenever the delivery process allows for it.
2. Note any visible damage directly on the carrier's delivery receipt before signing, if possible.
3. Take photos of the damage and the packaging, and contact us within 5 business days of delivery.
4. Keep the original packaging until your claim is resolved, as the carrier or our team may need to inspect it.

The following are generally not eligible for a refund:

• Custom or made-to-order structures once production has started, other than for a covered defect or freight damage claim.
• Products that have been assembled, installed, altered, or exposed to weather or use beyond initial inspection.
• Damage caused by improper installation, foundation issues, or site conditions not disclosed at the time of quoting.
• Change-of-mind requests received after production has started on a custom item.
• Deposits on orders cancelled by the customer after the applicable production cutoff described in Section 2.

To start a cancellation, return, or damage claim, email support@outdoormasterpro.com with your order number, a short description of the issue, and, where relevant, photos of the product or packaging. Our support team will confirm receipt and let you know what happens next, including whether your item qualifies under Sections 2 through 6.

Approved refunds are issued to the original payment method used at checkout. Once approved, please allow:

Deposit refunds

3 to 7 business days to appear on your original payment method after approval.

Standard item returns

Processed within 5 business days of the returned item passing inspection at our facility.

Freight damage claims

Timeframe depends on carrier claim resolution; we will keep you updated throughout.

Your bank or card issuer may take additional time to post the refund to your statement once we have issued it.

If you would like to change the dimensions, materials, finish, or quantity of a custom order, contact us as soon as possible. Changes requested before production begins can usually be accommodated with an updated quote. Changes requested after production has started may not be possible, or may be treated as a new order subject to the cancellation terms in Section 2 for the original specification.

Our support team is ready to help with any cancellation, return, or damage claim.