The short version
If something arrives damaged or is not what you ordered, tell us and we will make it right. If you simply changed your mind about a large structure, talk to us before you ship anything back, because return freight on a pergola is expensive and there is usually a better answer.
Damaged on arrival
Note the damage on the delivery paperwork, photograph it before the driver leaves, and contact us the same day if you can. Photographs taken at delivery make this straightforward. Photographs taken a week later rarely do.
Missing parts
Large kits ship in several boxes and the hardware is often packed inside one of the main cartons rather than loose. Check the packing list before assuming something is missing. If a part really is absent, send us the model and the part number from the manual and we will chase a replacement rather than replace the whole unit.
Changed your mind
Contact us before returning anything so we can confirm the item is returnable and give you the right address. Items must be unused and in their original packaging. Return shipping on freight items is the customer's responsibility unless the item arrived damaged or incorrect.
It does not fit my yard
This is the most common and most preventable return. Measure your footprint, subtract clearance on every side, and compare that to the dimensions on the product page before you order. If you are unsure, ask us and we will check it with you.
Our full policy is linked in the footer of every page.