Thank you for choosing Luxury Living Designs to craft your custom outdoor living experience. Below are our terms, conditions and policies designed to ensure a smooth and transparent process.

1. Acceptance and Delivery

Payment for Delivery
• Full payment of the order balance is required before scheduling delivery. Production will not commence, and items will not leave our facility until the balance is cleared.
• For payments via check or credit card, delivery will occur only after funds are fully cleared.
Delivery Preparation
• Customer Presence: Customers may choose to be present for delivery or approve the order remotely. If absent, customers must review final progress photos and confirm in writing (via email or text) that the order meets specifications before delivery. Any discrepancies must be reported prior to delivery.
• Responsibility for Absence: If present, customers are responsible for any missed workdays, and Luxury Living Designs is not liable for related costs.
• Site Readiness: Customers must ensure clear access for delivery (e.g., unlocked gates, secured pets, cleared walkways). If our team must clear obstructions, a reasonable service fee will be applied, determined based on the effort required.
• Backyard Conditions: If the delivery site is unprepared (e.g., debris, pet waste, or obstacles), an additional fee will be assessed at our discretion, based on the conditions.

Delivery Process
• Estimated Timing: Delivery dates and times are estimates and subject to change due to unforeseen circumstances. We will make every effort to meet the estimated schedule and communicate updates promptly.
• Inspection: If present, customers must inspect and sign for the order upon arrival, confirming all items are correct. Delivery will not proceed without this approval.
• Crane Services: Delivery does not include crane use. If a crane is required, it will be arranged at the customer’s expense. Luxury Living Designs is not affiliated with crane companies and is not responsible for their fees, miscommunications, or services.
Rescheduling and Fees
• If delivery must be rescheduled after our team has loaded and arrived, a second delivery fee (at our discretion, unless otherwise specified in the contract) will apply.
• If a customer is absent and unable to pay the remaining balance on delivery day (if an exception for payment on delivery was granted), the order will return to our facility, incurring a second delivery fee and daily storage fees of $25 until rescheduled.

2. Payments

• Initial Payment: Production begins only after the initial deposit (35% of the order total) is paid in full.
• Payment Methods: We accept payments via bank transfer, check, cash, debit, or credit card. Credit card payments incur a processing fee.
• Final Payment: The remaining balance must be paid in full before delivery. If payment is not completed within six months, a 10% surcharge on the total order will apply.
• Clearance for Delivery: Orders paid by check or credit card will not be delivered until funds are fully cleared.
• Payment Schedule:
• 35% deposit due upon order acceptance.
• Remaining balance due prior to delivery.

3. Storage Fees

• If any payment is not received within three days of a reminder, the project will be placed on hold, the estimated delivery date will be delayed, and a $25 daily storage fee will apply.
• For completed orders ready for delivery, final payment must be made within three days to avoid storage fees.

4. Changes to Orders

• Change Requests: Any modifications to the approved project design incur a service fee, plus costs for materials and labor. If the design requires a complete redraw, a $250 fee will apply.
• Process: Changes must be submitted in writing (via email or text). If an on-site visit is required for changes after contract signing, a $250 service fee will apply, in addition to material and labor costs.
• Impact on Delivery: Changes may delay the delivery schedule, depending on the scope of revisions.

5. Damages

• Delivery-Related Damages: Any damage occurring during delivery will be repaired by Luxury Living Designs, provided it is reported on the delivery day. We are not responsible for damages (e.g., broken or fallen tiles) after delivery is complete.
• Material Wear: Natural expansion or contraction of materials due to weather is not covered. Repairs for such issues will be referred to a third-party company, unaffiliated with Luxury Living Designs. Customers are responsible for providing tile names and stucco colors to the third party and for arranging repairs if the third party cannot service the request.

6. Contact and Office Hours

• Office Hours: Our team is available Monday through Friday, 8:00 AM to 5:00 PM. We may respond outside these hours as needed, but all project changes, repair requests, or inquiries should be directed to our office at 951-473-6487.
• Communication: For updates or issues, please contact us via phone or email to ensure timely processing.

7. Sales & Returns

Custom BBQ Islands and Fire Pits
• Final Sale: All custom-built BBQ islands and fire pits are non-returnable and non-refundable due to their personalized craftsmanship.
• Quality Assurance: We collaborate closely with you to ensure every detail meets your specifications before production is finalized.
Appliances and Accessories
• 30-Day Return Window: Non-custom items, such as appliances and accessories, may be returned within 30 days of delivery if defective or unwanted, subject to these conditions:
• Defective Items: Contact us within 30 days if an item arrives defective. We’ll arrange a return and offer a replacement or full refund, based on your preference.
• Unwanted Items: Unused items may be returned within 30 days, provided they are in new condition, in original packaging, with all accessories and documentation included.
• Restocking Fee: A 25% restocking fee may apply if returned items are not in new condition, are missing parts, or are not in original packaging.

Returns
To initiate a return for eligible items:
1. Contact Us: Reach out within 30 days of delivery with your order number and reason for return (defective or unwanted).
2. Receive RMA: We’ll provide a Return Merchandise Authorization (RMA) number, which must be clearly marked on the return package.
3. Package Securely: Pack the item in its original packaging, including all accessories and documentation.
4. Ship with Care: Send the item to the provided address, ensuring it is insured and trackable. Retain proof of shipment for your records.
Refund Processing
• Timeline: Approved refunds are processed within 7-10 business days of receiving the returned item, using the original payment method.
• Eligibility: Refunds are subject to inspection. We reserve the right to decline returns that do not meet our conditions (e.g., not in new condition or missing original packaging).

8. Property damage & bodily injury

Luxury Living designs and its employees are not responsible nor liable for any properties
damages or bodily injuries caused during deliveries, after deliveries and/or from any bbq island, fire pits, grills, accessories, or any other products supplied by Luxury Living Designs.

Your satisfaction is our priority. For any questions, please contact our customer service team.
Thank you for trusting Luxury Living Designs to elevate your outdoor living experience.

Warm regards,
The Luxury Living Designs Team