REFUND POLICY

Order Cancellations Before Shipment

If you wish to cancel your order within 3 days of the initial purchase date, you can do so free of charge. Please send an email to info@plushpergola.com with your request. Cancellation will be confirmed upon our acknowledgment of your email.

For cancellations made after 3 days, a minimum 20% restocking fee will apply. Confirm your cancellation in writing by emailing info@plushpergola.com, including your purchase order number, order date, full name, and address. Your order is not considered canceled until we receive and acknowledge your email.

Order Cancellations After Packaging or Shipment

If you decide to cancel your order after the product(s) have been packaged or shipped, please email us at info@plushpergola.com. You may be charged for return shipping, which will be deducted from your refund along with the 20% restocking fee. Check your order status before requesting cancellation. Any applicable charges will be communicated before cancellation confirmation.

Return Policy

You can return any delivered product(s) within 30 days of purchase, subject to a 20% restocking fee and return shipping charges. Notify us in writing via email at info@plushpergola.com, stating the reason for return. You are responsible for arranging and paying for the return shipment.

Returned products must be in 'as new' condition. If the package has been opened, ensure the product and packaging are undamaged. All items must be returned within 14 days of cancellation. You must package items securely to prevent damage during return. If items are damaged upon return, we will notify you, and you may need to file a claim with your carrier.

Damaged or Broken Items on Arrival

For items damaged or broken upon delivery, report the issue within 48 hours. Provide photographic evidence via email to info@plushpergola.com. We will arrange for the collection and inspection of the items. If you prefer a replacement, we will send replacement parts or a complete replacement if necessary. The goods remain your responsibility until received by us.

Incorrect Items Received

If you receive an incorrect item, notify us immediately via email at info@plushpergola.com. We will address the issue promptly.

Faulty Items

If an item is faulty on delivery or becomes faulty within the first 10 days, do not use the item and contact us at info@plushpergola.com. We will arrange for collection and inspection, and provide a replacement or refund if the item is found to be faulty.

Missing Packages or Parts

If any parcels are missing on delivery, note the missing items on the delivery note and notify us within 48 hours via email at info@plushpergola.com. For missing parts, notify us within 5 days of delivery, providing details and part numbers if applicable.

General Return Information

Products must be returned in their original condition and packaging. If products have been altered, customized, or assembled, they cannot be returned for a refund. Products must be packaged securely to prevent damage during return. Refunds will be processed within 30 days of receiving the returned product.

Return Costs

If the product is incorrect, faulty, or damaged, we will cover the return costs and delivery of a replacement. For returns due to a change of mind, you are responsible for the return costs. Refunds for such returns will be issued minus delivery costs and a 20% restocking fee.

Warranty

We strive to resolve any product issues that may arise. For warranty claims, contact us at info@plushpergola.com. After 30 days from purchase, you are responsible for return costs. Proof of purchase is required for any claims. Please refer to PRODUCT RETURNS & WARRANTY TERMS