We offer a 30-day return policy for aluminium pergolas and accessories, which means you have 30 days after receiving your order to request a return.
Eligibility for Returns
To be eligible, your pergola or accessory must be in the same condition you received it:
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Unused and unassembled
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In its original packaging
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With proof of purchase or receipt
Because aluminium pergolas are large, heavy items, we cannot accept returns that have been assembled, installed, or show signs of use.
How to Start a Return
To request a return, please contact us at pergola2go@mail.com. Once your return is approved, we’ll provide shipping arrangements and instructions for collection.
⚠️ Returns sent back to us without prior approval will not be accepted.
Return address:
5 Carnfield Place, Walton Summit, Bamber Bridge, PR5 8AN
Damages and Issues
Please inspect your pergola and accessories upon delivery. If you notice damage, defects, or if you’ve received the wrong item, contact us immediately so we can resolve the issue.
Exceptions / Non-Returnable Items
The following items are not eligible for return:
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Custom-made or bespoke pergolas
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Clearance or sale items
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Gift cards
If you have questions about your specific pergola or accessory, reach out to us before initiating a return.
Exchanges
If you wish to exchange your pergola for a different size or model, the quickest option is to return your original order (once approved) and place a new order.
EU 14-Day Cooling-Off Period
If your pergola is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason. The pergola must be unused, unassembled, in original packaging, and accompanied by proof of purchase.
Refunds
Once we receive and inspect your return, we’ll notify you if your refund is approved. If approved, your refund will be processed back to your original payment method within 10 business days. Please note it may take additional time for your bank or card issuer to process the funds.
If more than 15 business days have passed since your refund was approved, please contact us at sales@pergola2go.com.