Refunds & Returns

Faulty or Damaged Goods

  • If your item arrives damaged or faulty, contact us within 7 days (or as soon as reasonably possible). We may request photographs, videos, or further details to confirm.
  • If an item is confirmed faulty or damaged, we will offer a repair, replacement, or refund in line with your statutory rights. We will arrange collection at our expense if required.

Non-Faulty Goods

  • If you are returning a non-faulty, as-ordered product (e.g., you changed your mind), you may do so within the 14-day cooling-off period or in line with any other agreed returns window.
  • You are responsible for any return shipping costs unless otherwise agreed. Alternatively, we can arrange collection at a charge that will be deducted from your refund.
  • You may return the product yourself to avoid incurring shipping charges.
  • Returned items must be in their original packaging and in a re-saleable condition. If the item is unwrapped, assembled, or used beyond what is necessary to inspect it, we reserve the right to deduct a a minimum of £150 restocking fee from your refund.

Processing Refunds

  • Refunds will only be processed once the returned products have been received and inspected by us.
  • Where our returns partner is used, please allow up to 10 working days for items to be returned to us.
  • Once approved, your refund will be issued to the original payment method.
  • If your item is faulty and we cannot repair or replace it (either with same or like-for-like), we will provide a full refund, including any initial standard delivery cost.
  • If a refund is offered as a consequence of a late accepted delivery, then this shall not equate to more than the delivery charge paid.

Returning an Item

  • All items to be returned must be in the original packaging the items arrived in as these need to be as secure as possible for the courier to collect. Failure to do this may result in a non collection.
  • If a collection has been agreed and arranged with the Customer, and yet on arrival at the property it could not be executed, then a wasted journey fee may be chargeable.

We are not liable for any indirect or consequential losses (including missed installation appointments, loss of earnings, or wasted time) connected to or arising from delays, returns, or refunds, except where otherwise required by law.




Custom Design: Returns and Refunds 

Exclusion to the Right of Withdrawal

For contracts regarding the delivery of goods that are not pre-made and for whose production an individual choice or decision by the consumer is essential, or that are clearly tailored to the personal needs of the consumer, there is no legal right of withdrawal. This particularly applies to our custom-made pergolas, conservatories, and custom-made accessories such as screens, wooden louvered walls, glass, and sliding glass panels.

Information on Exceptions to the Right of Withdrawal

Since our custom-made products are tailored to your specific wishes and individual needs, they cannot be used by others. Therefore, and due to the unique nature of these products, the right of withdrawal does not apply to these items. This protects both our business model and ensures clarity and transparency towards our customers.

Complaint

If despite everything, you discover defects in your custom-made product, you are of course entitled to your statutory warranty claims. In such cases, we kindly ask you to contact our customer service at customerservice@pergolux.co.uk, and we will find a suitable solution for you.

Tolerance

For custom-made pergolas, the exact measurements may have a tolerance of ±15 mm.

Cancellation due to Extended Delivery Time

For orders of custom-made products that have a significantly longer delivery time than originally stated, we grant the right to cancel the purchase. If the actual delivery time is three times or more the expected delivery time stated on the product page, you may cancel your order. Example: If an expected delivery time of 3 months is stated on the product page and the delivery takes 9 months or longer, you are entitled to cancel. Please contact our customer service at customerservice@pergolux.co.uk to cancel your order if such delays occur.