Nova Luna Pergola

Your right to change your mind (standard items)

For standard, non-bespoke items, you have the right to cancel your order up to 14 days after the day you receive your goods. If you cancel, you then have a further 14 days to return the item to us. To be eligible, the item must be unused and in its original, resellable condition with all packaging. We'll refund you once the item is back with us and inspected.

Made-to-order and bespoke items

Some of our products are made to order or built to your chosen specification (for example custom sizes, finishes, or items manufactured once you've configured them). Because these are made specifically for you and can't be resold, the 14-day change-of-mind right does not apply to them. This does not affect your rights if an item is faulty or not as described (see below). If you're unsure whether your item is made to order, just ask us before you buy and we'll confirm.

Change of mind: return costs

If you change your mind on a standard item, you're responsible for the cost of return carriage. We recommend a tracked and insured service, or returning the item yourself to the address we provide. It's your responsibility to make sure the item reaches us undamaged and in its original resellable condition. Once we've accepted your return request, we'll send you the return instructions and ask you to confirm an estimated date for the item to reach us.

Inspecting your delivery (please do this on arrival)

Please check your order as soon as it arrives, and ideally before you sign for it. We ask that you let us know about any damage or incorrect items within 48 hours of delivery. This is important: it's the window we have to raise a claim with the courier and put things right quickly. Reporting after this can make it much harder for us to resolve. Signing for a delivery doesn't remove your legal rights, but checking before you sign, and telling us promptly, helps us deal with any issue as fast as possible.

• If an item arrives clearly damaged: where possible, don't sign for it, contact our team straight away, and take photos. As a last resort, you can refuse the delivery.
• If you receive the wrong item: please don't accept it. Contact us straight away and we'll send the correct items at no cost to you.

Faulty or incorrect items

Whether an item is standard or made to order, you're always covered if it's faulty or not as described. If something arrives faulty, please contact us as soon as possible. If a fault appears later, we'll help you arrange a repair or replacement, including through the manufacturer's warranty where applicable.

Damage during installation

In the rare event an item is damaged during installation by our preferred partners, please contact our team. This must be flagged before you sign off the installation with our independent installation partners, so we can arrange a quick solution.

Inspection and refunds

Once your returned item reaches us, please allow up to 14 days for it to be inspected and, if it qualifies, for your refund to be processed. If we can't accept the return (for example if it arrives damaged or used), we'll contact you. In some cases we may still be able to take the item back with an agreed restocking fee to cover the damage, but this is subject to inspection.

Once you've raised a return

After you raise a return request, our team will be in touch within 48 business hours to talk it through.