Wind Sensor for Automatic Retraction

11.1 This website is only for delivery of products to customers within the mainland United States. PERGOLUX LLC does not deliver to Hawaii or Alaska, unless a separate shipping agreement is reached between PERGOLUX LLC and the Customer. This also applies to all delivery destinations outside of the contiguous states of the US.

11.2 We make every effort to deliver goods within reasonable timescales and on the date stated. However, delays are occasionally inevitable due to unforeseen factors, and all products are subject to availability. PERGOLUX LLC shall not be liable for any delay or failure to deliver the products within estimated or stated timescales.

11.3 All items must be checked within 7 days of receipt of goods. PERGOLUX LLC must be advised of any problems, including damages, faults, incorrect product, missing parts, and unsuitability, within that period. Risk of loss and damage of products passes to the Customer on the date when the products are delivered.

11.4 Customers must provide us with complete and accurate delivery address information. For the avoidance of doubt, this includes not only the address that the order is going to, but also the name of its recipient. PERGOLUX LLC will not be liable for the delivery of an order as a result of incomplete or inaccurate information provided. Parcels may require a signature on delivery.

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1. Return Policy

1.1 Full pergola return:

If a Customer seeks to return a full pergola post-delivery, the following terms shall apply:

Shipping Process : The Customer is responsible for properly packaging and palletizing the pergola to ensure secure transport. Once the pergola is dispatched, the responsibility for its safe arrival lies solely with the Customer and their chosen carrier.

Shipping Options : The Customer may choose to contract their own carrier or use PERGOLUX's shipping partner to handle the return shipment.

Shipping Costs : If the Customer opts to use PERGOLUX's shipping partner, a shipping cost of $1,000 [for the continental U.S.] will be deducted from the order refund, in addition to a $500 restocking fee.

Inspection Upon Arrival : Upon receipt of the pergola at our facility, a comprehensive inspection will be conducted to evaluate its condition. If the pergola is found to be in good, resellable condition, a refund—less any applicable shipping costs—will be issued within one week. However, if the pergola arrives damaged or in a condition that diminishes its resale value, PERGOLUX reserves the right to withhold a portion or the entirety of the refund, reflecting the reduction in value.

Customer Risk : All returns are processed at the Customer’s risk. Should the pergola be damaged during transit, the Customer may file a claim with the carrier. PERGOLUX is not responsible for any damages incurred during return shipping.

1.2 Restocking Fee for Cancellations During Transit:

* If a Customer wishes to cancel a pergola delivery that is already in transit, a $1,000 recall and restocking fee will be applied to cover associated costs.

1.3 Accessory Returns :

Accessory returns are eligible for a refund, provided the Customer covers all return shipping costs. The same inspection policies apply with deductions applicable for damage or diminished product value.

Note that glass walls and screens are considered freight items, and will be subject to higher shipping costs of $1,000.

1.4 Only PERGOLUX LLC Customers are eligible to return PERGOLUX LLC merchandise. A PERGOLUX LLC order number is required to initiate a return.

2. 100-Day Risk-Free Trial Policy

2.1 All pergolas and accessories purchased directly from PERGOLUX LLC are eligible for a 100-day risk-free return, providing Customers the opportunity to evaluate the product after installation.

2.2 To qualify for this benefit, the purchased items must be fully installed.

2.3 The trial period begins 10 days after the product is dispatched from our warehouse, allowing up to 100 days for the Customer to initiate a return.

2.4 The Customer is responsible for all return shipping costs as outlined in the return policy above. No explanation for a return is required, and the Customer may initiate the return at any time within the trial period, provided the Customer meets the conditions noted above.

2.5 Any damage to the product that was not reported at delivery will lead to a reduction in the issued refund.

3. Custom Design

3.1 Exclusion to the Right of Withdrawal of Custom Design

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.

3.2 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.

3.3 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@pergoluxshop.com , and we will find a suitable solution for you.

3.4 Tolerance

For custom-made pergolas, the exact measurements may have a tolerance of ± 0.59 inches.

3.5 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@pergoluxshop.com to cancel your order if such delays occur.

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