Returns Policy
Returns Policy
At Hygge Pergola LLC, we are committed to ensuring that you are fully satisfied with your purchase. If for any reason you need to return your product, please carefully review the following return policy to understand the process and requirements.
- 30-Day Trial Period
At Hygge Pergola, we offer a 30-day trial period to ensure you’re completely satisfied with your purchase. If the product is defective or does not function as advertised, we will first work to rectify the issue—either by repairing the product or offering a replacement. However, if you decline our attempt to resolve the issue and prefer to return the product, you will be subject to a restocking fee (15% after dispatch) and the cost of return shipping.
To qualify for this return:
- The product must be in its original condition.
- It must be packed in its original packaging.
- The product should not be damaged.
- The product must not be modified in any way, including changes to its size, shape, paint, finish, or any other alterations to the product’s original state.
- Cancellations Before Dispatch
If you wish to cancel your order, you can do so free of charge if the product has not yet been dispatched. To cancel your order, please contact us within 7 days of placing your order. If the product has already been processed for shipment, we will no longer be able to cancel the order free of charge. Restocking fees may apply if the order is canceled after dispatch.
- Cancellations After Dispatch
If you wish to cancel your order after it has been dispatched, return shipping costs will apply, and a 15% restocking fee will be deducted from your refund. You must notify us by email at support@hyggepergola.com and include your order number, full name, and reason for cancellation. Once we receive your request, we will acknowledge it and outline the charges associated with the cancellation. Please note that the cancellation will only be finalized once we confirm the charges via email.
- Returns for Non-Defective Products
If you change your mind and wish to return a non-defective product after it has been dispatched, you must ensure that the product is returned unused, unassembled, and in its original packaging. Returns are subject to a 15% restocking fee and the customer will be responsible for the return shipping costs.
Important: If the product is returned in a damaged or unsellable condition, we reserve the right to refuse the return or deduct the cost of repairs from your refund.
- Damaged or Faulty Products
If you receive a damaged or faulty product, please contact us immediately at support@hyggepergola.com within 48 hours of delivery. To help us process your return or replacement, please include:
- Your full name and order number
- A detailed description of the damage or fault
- Photos or videos of the damaged product and packaging
We will review your claim and determine the appropriate course of action. If the product is defective, we will provide a replacement or process a refund depending on the situation. Faulty products reported after 10 days from delivery may be subject to additional scrutiny, and we may request further documentation or proof before proceeding.
- Missing Items or Incorrect Products
If you receive fewer items than expected or incorrect products, you must notify us within 48 hours of delivery at support@hyggepergola.com. Please include the following in your email:
- Your order number and full name
- A description of the missing or incorrect products
- Photos of the packaging and product labels for verification
Note: To expedite the process, please ensure that you inspect the items upon delivery and make a note of any discrepancies on the delivery note before signing it. Claims for missing or incorrect items cannot be accepted after signing a delivery note stating that all packages were received as expected.
- Condition of Returned Products
When returning a product, it must be returned in the same condition as it was delivered. If the product was delivered flat-packed, it must be returned disassembled and in its original packaging. You are responsible for ensuring that the product is adequately packed to avoid damage during the return shipment. If the product is damaged during return transit, we may not accept the return or refund the full amount.
- Return Shipping Costs
Return shipping costs are the responsibility of the customer unless the product is faulty, damaged, or incorrect. If the product is found to be defective or incorrectly shipped, we will cover the return shipping costs and the cost of delivering a replacement.
If you are returning the product due to a change of mind or for any reason other than a defect or error on our part, you will be responsible for the return shipping fees & and a 15% restocking fee.
- Refund Process
Once we receive your returned product, we will conduct a thorough inspection to ensure it is in resalable condition. If the product passes our inspection, we will issue a refund for the original purchase price minus any applicable shipping fees, and a 15% restocking fee.
Refunds will typically be processed within 30 days of receiving the product. Please note that refunds are only issued once the return is confirmed, and we cannot refund products that are damaged during the return process due to improper packaging.
- Replacement Process
If you receive a defective or damaged product and request a replacement, we will initiate the replacement process upon receiving the damaged product. You must return the faulty product in accordance with our return policy, and we will send you a replacement once the return is processed.
We reserve the right to advise that you dispose of the faulty product without subsequent collection if deemed appropriate. In such cases, we will notify you of the next steps for obtaining a replacement.
- Warranty Exclusion
Please note that returns are not accepted for products that have been modified in any way, including but not limited to applying chemicals or paints to the product. Additionally, products that have been incorrectly assembled, altered, or misused will not be eligible for return or replacement. Modifications or damage caused by improper installation or use will void your warranty and our return policies.
- Trial Period
Our 30-day trial period applies to defective products only. Products returned after 30 days of delivery will not be accepted for return. Products returned due to a change of mind must be in unused, unassembled condition and within 30 days of delivery to qualify for return.
