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.