DIY Lovered Pergola Kits

Refund and Shipping

Refund Policy

Refunds:

At Unique Pergolas, we strive to provide high-quality pergolas and exceptional customer service. If you believe that your product is faulty or defective, or not fit for purpose, we will be happy to issue a refund. Please contact us at info@uniquepergolas.com.au within 7 days of receiving your order to request a refund.

To initiate a return, please contact us at the above email with your order number and details of the fault or defect. We will assess the issue and provide further instructions on how to proceed with the return.

Please note that we only issue refunds for faulty or defective products, or if the product is not fit for purpose. Returned products must be in their original condition, unused, undamaged, and in their original packaging. Customers are responsible for the cost of return shipping, unless the product is defective or damaged upon receipt.

We do not offer refunds for change of mind or incorrect product selection. It is the customer’s responsibility to ensure that they have selected the correct product before placing an order.

If you receive a damaged or defective product, please contact us immediately. We will arrange for the product to be returned to us at no cost to you, and issue a refund or exchange as desired.

Please note that we reserve the right to refuse any returns that do not meet our return policy requirements. If you have any further questions or concerns about our refund policy, please feel free to contact us at info@uniquepergolas.com.au. We are committed to providing exceptional service and look forward to serving you.

Shipping Policy

Unique Pergolas is committed to providing our customers with exceptional service and timely delivery of our products. To ensure a seamless shipping process, we have implemented the following shipping policy for all orders shipped within Australia.

Shipping Rates and Times:

The shipping rates for our products are determined based on the delivery location and product size. Shipping fees will be calculated on a one-by-one basis at checkout and will be based on the delivery address provided by the customer.

We make every effort to process and ship orders within 1-2 business days. However, please note that some orders may take longer to process, especially during peak periods or for customized products.

Once an order has been shipped, customers will receive a confirmation email with a tracking number to track the delivery status of their order. The estimated delivery time will also be included in this email.

Delivery Method:

We work with reputable courier and shipping companies to ensure that our products are delivered safely and efficiently. For smaller items, we use Australia Post or other courier services. For larger items such as pergolas, we use specialized freight companies that can handle the weight and size of the products.

Delivery Instructions:

Customers are welcome to provide specific delivery instructions or requirements during checkout. We will do our best to accommodate these requests, but please note that we cannot guarantee that they will be possible in all cases.

Damaged or Lost Items:

In the rare event that an item is lost or damaged during shipping, we ask that customers contact us immediately. We will work with the shipping company to resolve the issue and ensure that the customer receives a replacement product as soon as possible.