• OUTMOS provides FREE SHIPPING on all DIY pergola brackets orders within Australia. Please note that we cannot deliver to P.O. boxes and require a physical address for shipping.

• Orders for Brackets will be dispatched in 1-2 business days.

• We offer FREE PICK-UP from our store in Melbourne. You can also arrange the shipping by yourself by selecting the pick-up option when checking out.

• The estimated transit time is 5-10 working days for metropolitan and regional areas.  The ETA is subject to change depending on the speed of the courier company.

• Multiple products may be packaged in different boxes if you have purchased multiple products. We will ship them at the same time, but the delivery may be made by different logistics companies at different times. In most cases, you will receive all the goods at the same time. However, if you only receive some of them, please contact us and we will help you to check the estimated arrival time of the remaining boxes.

• We provide a return service for the DIY pergola brackets, if you change your mind after receiving the goods. However, please note that you will be responsible for the return shipping costs as we offer free delivery. Eligible items for return and refund must be undamaged and in 'like new' condition as determined by Outmos Pergola.

• Additionally, we will charge an 15% restocking fee to cover the cost of our free delivery and repackaging.

There are different types of returns/exchanges, and the return and refund policies are different based on different reasons.
Please read this information carefully if you’d like to start a return and get a refund/exchange.  

1. Change of mind/wrongly ordered

Returns will only be accepted within 30 days of delivery. Shipping costs are non-refundable. A 15% restocking fee applies for the change of mind or wrongly ordered reason. After taking the restocking fee, the remaining cost of your order will be refunded back to your payment card or other bank account provided. Please verify your order upon receipt for accuracy. Eligible items for return and refund must be undamaged and in 'like new' condition as determined by Outmos Pergola. Damages include but are not limited to scratches, dents, rips, etc. Returns must be in original, unopened packaging for acceptance (in original sealed packaging undamaged condition); otherwise, the returns will be rejected.

2. Damaged products

If the products ordered are damaged when arrive at your address, you will need to email us within 2 days of receiving your item with a photo that clearly shows the product’s damage and any damage to the packaging (as this is required by the insurance and courier company for the claim of the damaged items). We will send you a replacement and we will arrange the pick up of the damaged item for a damage assessment.

3. Wrong/faulty products

Prior to initiating a return, a return form needs to be completed and submitted. In cases of faulty items, we'll ask for the item's return for testing. Return shipping costs are your responsibility. If the testing confirms the item's defect, potential solutions include providing a replacement or refunding the purchase amount, and we will reimburse the return shipping costs. If the items are determined without defects, the return shipping cost will not be reimbursed. The same item will be sent back to you.

4. Incorrect item shipped

Upon receipt, please promptly verify your order to ensure that all parts ordered are correct. The report of wrongly shipped items needs to be lodged by email with our customer service team within 7 days from the delivery date. Items must remain in brand new, saleable condition within their original, undamaged, sealed packaging. The packaging must remain unopened.

You need write or call to confirm if the items are dispatched. If not, we will help you to cancel the order. If the items are dispatched already, you can refuse delivery from the courier, or return it for a full refund of the item price within 30 days. Shipping will not be refunded, and you are responsible for the return shipping costs.