PergoSTET Plus Frame Only 3m x 4m Rectangular Pergola with LED Lighting in Grey

We want you to be happy with the products you choose from us, but we understand that sometimes things aren't right and you may decide you want to return something. We offer a 14-calendar day returns policy, effective from the day your order is delivered, to give you complete peace of mind.

When returning an item, all we ask is that the item is unused and in the original condition you received it in. This includes all labels and tags being intact and original packaging being used. If your returned item does not meet our returns criteria or partially meets our returns criteria, you will be notified. If you have any concern about the condition of your goods before returning them to us, please contact us first to discuss this.

Unfortunately, we cannot offer returns after the 14-day period unless faulty.Our returns policy is in addition to the consumer rights act 2015.

Below are some commonly asked questions regarding our return policy:

Can I return an unwanted item?

If you have ordered and received an item that you no longer require, you have 14 calendar days to notify us that you wish to return it. You then have a further 14 calendar days to ensure the returned item is received by us. It is important that any items you return are in perfect condition with their undamaged original packaging in order to receive a refund.

How do I return something?

Before sending your goods back to us, we need to raise a Returns Authorisation for your order. Please contact us by emailing us directly at customerservices@harbourlifestyle.co.uk including your order number and the item(s) you wish to return.

Who covers the cost of returning an unwanted item?

Should you wish to return an item to us due to no longer wanting it, any costs incurred are the responsibility of the buyer. It is essential that any items returned are sent on a tracked service. We are not responsible for goods where a proof of delivery cannot be provided. You can also request us to arrange a collection of the unwanted item, any costs occurred will be deducted from the final refund amount.

Where do I return my items to?

The returns address for unwanted items can be found on the Returns Authorisation that we will send you once you have raised a return with us.

How long will my refund take?

We can only process refunds once your item(s) have been received by our warehouse. We allow up to 14 working days from delivery to our warehouse to inspect returned items for any fault or damages. Once it is confirmed that the item is in perfect condition and in undamaged original packaging a refund will be processed to the original payment method used when the order was placed (i.e. credit card, debit card or Finance option).

Although we action refunds immediately, it may take up to 5 working days to show in your account.

Please note that if you do not mark your return parcel clearly with the number provided on the Returns Authorisation your refund can take up to 30 days to be processed

Returns Policy

Delivery discrepancies: Any discrepancies must be reported as soon as is reasonable after delivery, preferably within 24hrs. On arrival, if the packaging appears damaged it is recommended that this is marked on the delivery note before you sign.

Missing Items

On delivery: Should an item be missed or appear not delivered then we request that you notify us as soon as possible, preferably within 24hrs of initial receipt of delivery. We will not be held responsible for missing items if you have agreed for a delivery to be left somewhere without a signature.

On assembly: Should a part appear missing from an item please report the part that is missing along with a description of the part (the part number on the manual).

On both the above instances replacement goods will be despatched as soon as possible.

Faulty Goods

Damaged goods must be reported to us as soon as is deemed reasonable, usually within 24 hours of delivery. It is the responsibility of the recipient to check for any damage sustained to the goods during transit and indicate any damages on the delivery note.

Unfortunately, if you do not indicate any damages on the delivery note, we are unable to claim from our carriers for the damage and will be unable to replace the damaged item. You must report the fault to us with a full description of the alleged fault/damage. If the fault is deemed a manufacturers fault or to have occurred during the manufacturing process, then we will replace the faulty item or part free of charge.

If the damage has occurred during the transit, we will replace the item or part free of charge. If items are lost in transit, we will replace this free of charge. In instances where damage is acknowledged by us and the damage is substantial enough to require a refund against your order, we are under no obligation to collect the product and may request that disposal is made by you.

When acceptance of an order takes place, the consumer loses the right to reject the goods, within 14 days, unless the item has been altered or use of the item continues after a complaint is registered with us.

All our stock is of high quality and with correct use shall not experience any problems other than eventually suffering from general wear and tear. A consumer has no rights in respect of defects that are bought to his/her attention before the sale. A consumer cannot claim for damage he/she causes either by neglect or misuse.

Unwanted Goods/Wrongly Ordered

Please contact our offices within 14 days of receipt of the goods, should you wish to return the item(s). If you wish to return an unwanted item you must indicate this in writing, preferably by email, within the cancellation period. See our contact details below: Email: customerservices@harbourlifestyle.co.uk

Where an item(s) is/are not wanted or has been incorrectly ordered the customer is responsible for payment to return the item(s). The item must be returned to us together with a completed Returns Authorisation form. All goods should be returned with their original packaging and in the same condition they were delivered. A customer can also request us to arrange a collection of the unwanted item, any costs occurred will be deducted from the final refund amount.

In this occurrence, you have statutory duty to take care of the goods while in your possession and to ensure that Harbour Lifestyle receive the goods undamaged.

Refusal of Delivery

If you refuse delivery of an order, you will be subject to a return admin/cancellation fee deemed reasonable in accordance with the order. You will also lose the initial postage fee that covers administration costs of despatching the goods. These fees will be deducted from the refund amount which shall be issued once the goods are received back in our warehouse