📦 GENERAL RETURN ELIGIBILITY
To be eligible for a return, your item must meet the following criteria:
Timeframe
- You must notify us of your intent to return an item within 30 days of purchase.
- To qualify for a refund, goods must be returned within 14 days of receipt.
- If your order was delivered in parts, you have 14 days after the last delivery to return the full order.
⚠️ Important: Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving the goods. This right does not apply to:
- Made-to-measure or custom-built items
- Personalised products
- Items clearly stated as non-returnable at the time of purchase
Product Condition
- Must be returned in original packaging and condition
- Must be unused, undamaged, and resalable as new
- No signs of installation, drilling, fixing, or attachment
- Once altered (cut, drilled, installed), returns are not accepted
⚠️ Packaging Requirements:
- Original box must include all inserts and protective materials
- Lost or damaged packaging may incur a replacement fee of up to £90
Return Shipping
- You are responsible for return shipping costs
- Original delivery fee will be deducted from the refund
- No refund of delivery fee unless item is faulty
- Returns must be sent with tracking and full insurance
Restocking Fee
- Up to 15% restocking fee for change-of-mind returns
- Fee is based on product condition upon inspection
- Custom orders or items over 10kg may have higher restocking charges
❌ NON-RETURNABLE ITEMS
The following items are final sale and not eligible for return or refund:
- Custom-built or special-order products
- Discounted or clearance items
- Gift cards or purchases made with gift credits
- Items over 10kg
- Sample packs
- Products that have been altered (drilled, cut, etc.)
🧨 DAMAGED OR FAULTY ITEMS
- Notify us within 3 days of delivery
- Send photos/videos to: info@pergolaandfence.co.uk
- We will assess and may request item to be returned for inspection
- If approved, a refund will be issued (excluding original shipping)
- We may offer prepaid return labels or arrange pickup
- Refund or replacement will be based on availability and assessment
📦 RETURN PROCEDURE
1. Return Merchandise Authorization (RMA)
All returns must be authorized before sending anything back.
📧 returns@pergolaandfence.co.uk to request RMA.
- Unauthorized returns will be refused
- You may be charged or asked to retrieve item
2. Collection of Goods
- If collection is needed, we will collect from the delivery address
- Collection fee applies for non-faulty returns
- We will contact you to schedule pickup
3. Inspection Upon Receipt
- Returns are inspected to determine refund eligibility
- Used/damaged/missing parts may lead to fee or refusal
🛠️ Under the Consumer Rights Act 2015, we will:
- Repair or replace faulty goods
- Issue full refund if replacement is not possible
4. Refunds
- Processed after inspection of returned items
- Allow up to 30 days for processing
- Refund sent to original payment method
- Shipping fees are non-refundable
- Restocking fee up to 15% may apply
5. Return Costs
- You are responsible for all return shipping expenses
- We do not cover third-party costs or time spent
🛑 CANCELLATION POLICY
- You may cancel the order before dispatch for full refund
- If already dispatched, follow the standard return process
- Finance/Installment orders are subject to provider’s terms
📣 FINAL NOTES
- Returns must be pre-authorised with an RMA number
- We may refuse non-compliant returns
- Refunds issued within 30 days of returned item receipt
- We are not liable for damage or loss during transit