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Last Updated: 28 July 2025

Effective for orders placed on or after 28 July 2025 and delivered in the United Kingdom (Great Britain and Northern Ireland).

This voluntary guarantee is offered in addition to, and does not affect your statutory rights under the Consumer Rights Act 2015 and other applicable UK legislation.

1. Who we are

Pergolux UK Limited (company no.13894113), registered in England & Wales with its registered office at Unit B, Irton House, Warpsgrove Lane, Chalgrove, OX44 7TH ("Pergolux", "we", "us"), provides this Guarantee for the benefit of the Customer.

2. Who is covered

This Guarantee applies only to the original retail purchaser of a Pergolux pergola or accessory purchased in the UK.

3. Guarantee period and covered components

All durations run from the date the goods are first delivered.

4. Performance limits 

Wind‑ and snow‑load ratings for each model and size are set out in the technical specifications on each  of the respective product pages.

Compliance with those limits assumes correct installation on a stable foundation in accordance with the Pergolux Installation Manual.

5. Guarantee conditions

• Mandatory Registration. You must register your product within 90 days of delivery.

• Timing of installation. The pergola must be installed within six months of delivery. Installation after this period will void the voluntary guarantee.

• Routine maintenance. The Customer must clean exposed aluminium surfaces with mild detergent and water at least twice per year and lubricate moving parts annually. Defects resulting solely from failure to perform this maintenance are not covered.

• Supporting documentation. When making a claim, you will be asked to provide supporting documentation to help us assess the issue efficiently. This typically includes proof of purchase, photos or videos of the defect, and batch numbers. For specific requirements by product or issue type, you can reach out to customerservice@pergolux.co.uk.

6. Making a claim

• Notify us as soon as reasonably practicable and no later than 30 days after discovering the defect.

• Email customerservice@pergolux.co.uk with your name, address, and the supporting documentation outlined at the end of this document.

• Do not attempt a repair before Pergolux has inspected the product or confirmed in writing that inspection is not necessary.

• We will acknowledge your claim within 14 days and will repair, replace, or supply spare parts within 30 days of acknowledgement, unless the remedy is unusually complex.

If neither repair nor replacement is possible within a reasonable time, you may request a refund or price reduction in accordance with the Consumer Rights Act 2015.

7. Remedies supplied under this Guarantee

Pergolux will, at its option and at no cost to you:

• repair the product;

• supply replacement parts; or

• replace the product with an equivalent current model.

Replacement products or parts do not restart the original 10‑year term. Replacement parts may exhibit minor colour variation compared with the original Product.

Please note that:

• A replacement part of a new product is not guaranteed to be shipped. In certain cases, Pergolux UK may determine that a replacement part is not required and that the issue can be resolved by the customer with guidance from our customer services team.

• Due to continuous product development, the replacement product may have variations in colour, dimensions, or specifications. If this leads to compatibility issues with an existing foundation or other setup, Pergolux is not inherently liable for resulting costs or necessary modifications.

8. Exclusions

This Guarantee does not cover:

• Damage caused by installation that deviates from the Pergolux Installation Manual.

• Normal cosmetic wear including UV‑induced discolouration, minor scratches, or changes in gloss that do not affect structural integrity.

• Exceptional weather conditions that exceed the ratings outlined in the product's technical specification document.

• Improper handling, storage or misuse.

• Installation more than six months after the original delivery date.

• Costs associated with dismantling, scaffolding, electrics, packaging, disposal, storage or transport of the product after the first 12 months of the Guarantee term. In the event of a faulty product or part, you are responsible for proper disposal in accordance with local regulations.

• Unauthorised alteration, repair or modification of the Product by anyone other than Pergolux or a service agent specifically approved in writing to provide the modification.

• Pergolux will not arrange for the return or disposal of defective items unless explicitly agreed otherwise.

• Warranty service is suspended while any undisputed balance for the purchase price remains unpaid or while a customer‑initiated charge‑back is in progress.

• Force‑majeure events such as fire, flood, lightning or vandalism. This exclusion does not limit any statutory rights you may have if the goods were not of satisfactory quality at the time of delivery.

If Pergolux UK Ltd enters liquidation, administration or otherwise ceases to carry on business, this Guarantee will lapse. However, your statutory rights under the Consumer Rights Act 2015 may still provide you with remedies. For further advice, contact Citizens Advice or your local trading standards office.

9. Limitations of liability

• Nothing in this Guarantee limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation

• Our liability under this Guarantee, whether in contract, tort (including negligence), or otherwise, is limited in all cases to the price paid for the product.

• We are not liable for any indirect or consequential economic losses, including but not limited to loss of profit or loss of use, arising from or in connection with the product or this Guarantee.

• This limitation does not affect any statutory rights you may have under the Consumer Rights Act 2015 or other applicable UK legislation.

10. Data protection

We collect and process the photos and information you supply strictly for administering this Guarantee, in accordance with our Privacy Notice at pergolux.co.uk/privacy. We retain claim data for 11 years.

11. Governing law and disputes

This Guarantee and any dispute arising from it is governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction, except that if you live in Scotland or Northern Ireland you may bring proceedings in your local courts.

If we cannot resolve a complaint, you may refer it to the Furniture & Home Improvement Ombudsman (fhio.org). While Pergolux is not obliged to participate in Alternative Dispute Resolution, we will consider any request made by that body.

12. Contact

Pergolux Warranty Team
Unit B, Irton House, Warpsgrove Lane, OX44 7TH
01235 619405
customerservice@pergolux.co.uk

APPENDIX: Documentation Requirements

To help us process your warranty claim efficiently, please provide the documentation listed below, as applicable to the specific issue. If you are unsure what is required, contact our Customer Service team for guidance.

Motor-related issues:

• Video of defective product in use

• Video which shows that remote, control unit & motor are correctly paired

• Video that shows how LED on control unit reacts when controlling motor

• Batch number: Include the batch number for identifying if this issue is batch-specific. 

LED-light related issues:

• Video of defective product in use

• Video which shows that remote, control unit and led lights are correctly paired

• Video that shows how LED on control unit reacts when controlling led lights

• Batch number: Include the batch number for identifying if this issue is batch-specific. 

Remote related issues:

• Video of defective product in use

• Batch number: Include the batch number for identifying if this issue is batch-specific. 

Control unit related issues:

• Video of defective product in use

• Video which shows that remote and control unit are correctly paired

• Video that shows how LEDs on control unit react when using the remote

• Batch number: Include the batch number for identifying if this issue is batch-specific. 

General defective electronics:

• Video of Defective Product in Use: Record a video showing the defect. Ensure the video clearly displays the problem to confirm whether it's a manufacturing defect or an installation/user error.

• Batch Number of Parts: Add the batch number to track any potential recurring issues with the batch.

Damage from use/wear:

• Product/Part Damage Photo/Video: Provide visual evidence clearly showing the damage.

• Batch Number of Parts: Include the batch number for identifying if this issue is batch-specific.

Damage from weather:

• Damaged Parts Photo/Video: Provide visual evidence of weather-related damage, including pictures or videos of the installation area to verify that the product was installed correctly.

• Batch Number of Parts: Attach the batch number to track whether the damage is related to certain batches exposed to specific weather conditions.

If you are unable to provide any of the above, please contact our Support Team to discuss alternative ways to document your claim.