30 Day Satisfaction Gaurantee

Pergolux UK 30-Day Satisfaction Guarantee

Experience the quality and beauty of our standard catalogue pergolas with complete confidence through our 30-Day Satisfaction Guarantee – a commitment we're proud to offer because of our exceptional customer satisfaction rates and minimal returns.

Please note: This guarantee applies to standard catalogue products only. Custom design and clearance sale items are excluded.

How It Works

Step 1: Install your pergola - The satisfaction guarantee only applies once you have fully installed and mounted your pergola according to our instructions.

Step 2: Try it for 30 days - Evaluate your pergola's performance, functionality, and suitability for your needs.

Step 3: Return if not satisfied - If you're not completely satisfied during the guarantee period, simply return it – no questions asked about your decision.

Terms and Conditions

1. Installation Requirement (Mandatory for Eligibility)

The 30-Day Satisfaction Guarantee is only available if you fully install and mount your pergola according to the provided instructions. If you do not install the product, this satisfaction guarantee is waived and does not apply.

This requirement ensures you can properly evaluate the product's performance, functionality, and suitability for your needs in its intended installed state.

2. Guarantee Period

  • The 30-day satisfaction guarantee period begins 10 days after dispatch from our warehouse
  • This guarantee runs in addition to your statutory 14-day cooling-off period under the Consumer Contracts Regulations 2013
  • During this period, you may return your pergola for any reason related to your satisfaction with the product

3. Eligibility Requirements

  • Installation is mandatory - the satisfaction guarantee only applies if the pergola has been fully installed and mounted
  • The pergola must be returned in its original packaging and in a condition suitable for resale
  • All components and accessories must be included
  • Products that have been damaged through misuse, improper installation, or normal wear beyond reasonable inspection are not eligible
  • Custom design/bespoke items are not eligible for the satisfaction guarantee
  • Clearance sale items are not eligible for the satisfaction guarantee
  • Standard catalogue products only are covered by this guarantee
  • Products subject to special terms may have different return conditions – please check at time of purchase or contact us for clarification.

4. Return Process

  • Contact our customer service team at customerservice@pergolux.co.uk or 01235 619 405 to initiate your return
  • We will provide return instructions and, where applicable, arrange collection
  • All items must be securely packaged in their original packaging for collection

5. Return Costs

  • You are responsible for return shipping costs unless the product is faulty or misdescribed
  • We can arrange collection at a charge that will be deducted from your refund
  • Alternatively, you may return the product yourself to our address to avoid shipping charges

6. Refund Processing

  • Full satisfaction guarantee returns: We will refund the product price. Original delivery charges are non-refundable unless the product is faulty or misdescribed
  • Faulty or damaged products: Full refund including original standard delivery costs, as per our standard terms and conditions
  • Items not suitable for resale: If returned items are damaged, incomplete, or not in a condition suitable for resale, we will unfortunately have to charge 30% of our cost price as the item becomes unusable for us. This charge will be deducted from your refund
  • Refunds will be processed within 14 days of receiving and inspecting the returned goods

7. Relationship with Other Policies

  • This satisfaction guarantee is additional to your statutory rights under UK consumer law
  • Our standard warranty terms (5 years structural, 2 years fabrics) remain in full effect
  • For faulty or damaged goods, our standard returns policy in Section 6 of our Terms & Conditions takes precedence
  • Orders can still be cancelled prior to delivery as per Section 8 of our Terms & Conditions

8. Contact Information

For questions about the satisfaction guarantee or to initiate a return:

  • Email: customerservice@pergolux.co.uk
  • Phone: 01235 619 405
  • Address: Pergolux UK Limited, Unit B Warpsgrove Lane, Chalgrove, Oxford, England, OX44 7TH
  • This guarantee is governed by English law and subject to the exclusive jurisdiction of English courts
  • These terms form part of our overall Terms & Conditions available at pergolux.co.uk/pages/terms-conditions
  • Nothing in these terms affects your statutory rights under UK consumer law

 

Last updated: 24 June 2025