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Returns Policy

Returns Policy

  1. Returns Initiation Process

Customers seeking a refund must adhere to the following process:

  • Initiate the returns process via email at Returns@Hyggepergola.co.uk
  • Include photographs depicting the condition of the item.

 

  1. Returns Options

Customers meeting the requisite conditions have two options:

  • Return the product to our warehouse at their expense.
  • Opt for our collection service, incurring a reasonable and transparent collection fee, Please contact our Returns department and they will be able to provide a collection cost from your address.

 

  1. Inspection Process

Upon receiving the returned item, whether delivered by the customer or collected by us, a thorough inspection will be conducted. This inspection ensures the item aligns with our predetermined terms and remains legally valid.

 

  1. Refund Process Clarity

If the item’s condition meets the predetermined criteria, a refund will be issued. Any applicable collection fees will be reasonable and transparent. Refund processing time typically falls within the range of 5 to 7 days. 

 

  1. Protection Against Unpaid Balances

Customers who have paid a deposit but have not cleared the remaining balance are not eligible for a refund. The deposit serves as a commitment to the purchase, and failure to clear the balance will result in forfeiture of the deposit.

 

  1. Logistics-Related Refund Requests

Customers experiencing logistical issues leading to an extended delivery date may request a refund. However, such requests will be assessed on a case-by-case basis, with a focus on adherence to the agreed-upon lead time. Clear communication regarding expected delivery times and potential delays will be provided to customers.

 

  1. Unused Pergola Returns

Customers who have received a pergola but wish to return it without use may do so within 30 days of delivery. The item must be in its original condition, including unused, free from damage, and in its original packaging. The customer will bear the cost of return shipping, with this cost communicated in advance.

 

  1. Defective Item Returns

Customers claiming a defective item must provide evidence of the defect. If validated, a refund or replacement will be offered, including the entire cost of return shipping. This process adheres to consumer rights under the Consumer Rights Act 2015.

 

  1. 30-Day Satisfaction Guarantee

Our 30-day satisfaction guarantee is designed to ensure customer confidence and peace of mind. Customers have the right to assemble and use the purchased pergola for up to 30 days after delivery.

If, within this 30-day period, customers find quality issues that are unsatisfactory or if the actual quality differs significantly from the images presented during the purchase, they are eligible for a refund.

To initiate the refund process, customers must contact us at Returns@Hyggepergola.co.uk within the 30-day period, providing details of the quality issues and attaching relevant photographs. The customer must return the item in its original packaging, which must be intact, and the pergola must be disassembled.

Refunds under the 30-day satisfaction guarantee are contingent on the identified quality issues being objectively attributable to manufacturing defects or a substantial discrepancy between the advertised and actual quality.

If the packaging is not intact or the pergola is not disassembled, we reserve the right to reject the refund request. Additionally, if there are any additional damages to the item when we receive the return, we reserve the right to either reject the return or deduct the corresponding amount from the refund.

This guarantee is in compliance with UK consumer law, providing customers with the statutory right to a refund in cases of misrepresentation of the product’s quality.

The refund will be processed within a reasonable timeframe, typically falling within the range of 5 to 7 days, and will include the full purchase amount, including any incurred shipping costs.

This 30-day satisfaction guarantee does not impact customers’ statutory rights under the Consumer Rights Act 2015 and other applicable UK consumer protection laws.

 

  1. Condition of the Item

Items can only be returned in their original, re-sellable condition. Hygge Pergola reserves the right to reject returns that do not meet this criterion, within the bounds set by the Consumer Rights Act 2015.

 

  1. Legal Compliance

All aspects of our returns policy are designed to align with the requirements of the Consumer Rights Act 2015 and other relevant UK consumer protection laws. Customers are encouraged to familiarize themselves with their rights and responsibilities to ensure compliance.

 

  1. Cancellation Policy

All cancelled orders, including standard orders, may incur a processing fee. The processing fee is 1% of the total order value and is applied to cover administrative and transaction costs associated with processing the cancellation.

Customers will be notified of the applicable cancellation and processing fees at the time of cancellation. This information will also be clearly communicated in our order confirmation and cancellation communication.

This cancellation policy is in accordance with our commitment to delivering high-quality custom products efficiently and minimizing any potential impact on our operations due to cancellations.

By placing an order, customers acknowledge and agree to the terms of this cancellation policy.



  1. Modification of Orders

If a customer wishes to modify their order, they should contact our support team via email at Support@Hyggepergola.co.uk. Our support team will assist with order modifications, provided the request is submitted within a reasonable timeframe and before the order is processed for shipment. 

Please note that modifications are subject to approval, and the support team will inform customers if the requested changes can be accommodated.

Customers are encouraged to contact our support team promptly to initiate any desired modifications. However, once an order has entered the processing or shipment stage, modifications may not be feasible.

The support team will make reasonable efforts to accommodate modification requests, keeping customers informed throughout the process.

 By contacting our support team, customers acknowledge that some modifications may incur additional costs or impact the order’s delivery timeline. Any such implications will be communicated clearly to the customer for their approval before proceeding with the modifications.

This modification policy is designed to balance our commitment to customer satisfaction with the need to efficiently process and fulfill orders. We appreciate customers’ understanding and cooperation in adhering to the outlined procedures.

 

  1. Communication Protocols

For inquiries, contact us at Support@Hyggepergola.co.uk. We aim to respond within 3 working days.

 

  1. Customer Responsibilities

Customers are responsible for providing accurate information, inspecting items upon delivery, and adhering to return guidelines.

 

  1. Warranty Information

Hygge Pergola takes pride in delivering products of exceptional quality, crafted with precision and care.

Our pergolas come with a robust 10-Year Structural Warranty, a testament to our commitment to product durability and your satisfaction.

This warranty specifically covers structural defects that may arise under normal use conditions. It does not extend to damages resulting from negligence, accidents, or misuse.

It’s important to note that modifications or tampering with the product by anyone other than Hygge Pergola will void the warranty.

The warranty applies exclusively to products used for domestic purposes. Regrettably, any commercial use, international use, or use by third parties falls outside the coverage of this warranty.

We encourage you to inspect your purchased items thoroughly upon delivery and promptly report any concerns regarding defects or damages to our support team.

If you believe your product is subject to a warranty claim, please contact our support team at Support@Hyggepergola.co.uk with detailed information and supporting photographs.

In the event of an approved warranty claim, Hygge Pergola will, at its discretion, undertake repairs, provide a replacement for the defective product, or offer an appropriate remedy.

This warranty operates alongside and does not diminish your statutory rights as outlined in the Consumer Rights Act 2015 and other applicable UK consumer protection laws.

Hygge Pergola reserves the right to modify the terms of the warranty at its discretion, with notification provided for any changes.

 

  1. Product Care Guidelines

Hygge Pergola aims to ensure the longevity and optimal performance of your purchased products. The following are suggested care guidelines, and we recommend monitoring the situation to determine the appropriate frequency and actions based on your assessment of safety. If you have any uncertainties, please reach out to us via email at Support@Hyggepergola.co.uk, and we will provide guidance.

Moving Parts Maintenance:

  • To keep all moving parts in optimal condition, we recommend oiling them twice a year. This includes any components that involve mechanical movement or adjustment. Regular maintenance helps prevent wear and ensures smooth operation.

 

Wind Considerations:

  • In windy conditions, it is advisable to keep blinds up and louvers open slightly. This allows for improved airflow and reduces stress on the structure. However, we understand that each situation is unique, and you should assess the conditions to ensure safety. If you have concerns or need advice on how to proceed, please don’t hesitate to contact us.

 

Customized Guidance:

  • Every environment and usage scenario may vary, and individual circumstances can impact the care requirements of your product. If you are unsure about any aspect of care or have specific questions, we encourage you to email us at Support@Hyggepergola.co.uk, providing details of your situation. Our support team will be happy to offer personalized advice based on your needs.

 

Continuous Monitoring:

  • Regularly monitor the condition of your pergola and its components. If you observe any unusual wear, damage, or performance issues, contact our support team promptly for assistance.

 

Safety First:

  • Prioritize safety in all care and maintenance activities. If you encounter a situation where you are unsure about the safety implications of a particular action, do not hesitate to seek guidance from our support team.



  1. Special Promotions and Discounts

Specify terms and conditions associated with special promotions or discounts.



  1. Complaints Handling

At Hygge Pergola, we are committed to ensuring your satisfaction with our products and services. If you have a complaint, we’ve established a straightforward process to address your concerns promptly. 

Submitting a Complaint: 

  • Email your complaint to support@Hyggepergola.co.uk. Include detailed information about the issue, such as order number, a description of the problem, and any relevant supporting documentation. 

 

Urgent Resolution: 

  • We understand the importance of swift resolution. Upon receiving your complaint, our dedicated support team will prioritize its review and work urgently to rectify the issue.
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