Refund policy

6. Refunds

6.1 All items must be inspected within 7 days of receipt. Kustom Pergolas must be informed of any issues within this period, including damages, faults, incorrect products, or missing parts. Refunds, if applicable, will be processed within 1-7 working days.
6.2 A full refund will be issued if the product is unavailable or if no acceptable alternative can be provided.
6.3 If a product is faulty or damaged, and a replacement is not available, a full refund will be issued. Kustom Pergolas reserves the right to offer a like-for-like replacement if available.
6.4 If the customer returns an undamaged product for personal reasons, a refund will be issued for the original purchase price, minus any applicable delivery charges, provided the product is returned in saleable condition.Please note that the decision to approve a refund will be at the sole discretion of Kustom Pergolas.
6.5 If the refund is due to a late delivery, the maximum refund amount will be limited to the delivery charge paid.

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7. Returning an Item

7.1 Items being returned must be appropriately re-packaged and clearly labeled as instructed by Kustom Pergolas.
7.2 Refunds will be processed upon receipt of the returned item as per Clause 6.
7.3 If the product is damaged or faulty, Kustom Pergolas will arrange collection. If the customer decides to return an undamaged item for personal reasons, a Collection Fee will apply, which will be deducted from the refund amount. The customer can avoid this fee by returning the product themselves. Items must be returned in their original packaging to ensure secure collection. Any faults or damages must be reported within 24 hours of receiving the goods, including photographs and descriptions of the issue.
7.4 If a scheduled collection cannot be completed, a wasted journey fee may be charged.