Política de Garantía, Devoluciones y Cuidado del Producto

At Garden Pergola Store, we supply wooden garden pergolas or gazebo designed and prepared for outdoor use. This policy explains our warranty terms, replacement part procedure, product care recommendations, delivery damage process, returns and the customer’s statutory rights.

This policy applies to products purchased directly from Garden Pergola Store.

Nothing in this policy limits or excludes any mandatory rights that a consumer may have under applicable consumer protection law.

1. Statutory Consumer Rights

If you are a consumer purchasing from us in the European Union, you may have statutory rights under applicable consumer protection laws, including rights relating to defective, damaged or non-conforming goods.

These statutory rights apply in addition to any commercial warranty or manufacturer warranty mentioned in this policy.

Our commercial warranty, manufacturer warranties, product care recommendations and replacement part procedure do not replace, reduce or limit your statutory rights.

2. Materials and Outdoor Suitability

Our wooden products are made from materials selected for outdoor garden use.

The timber, screws, fittings, roofing components, paints and protective coatings used for our products are selected as suitable for exterior conditions.

Screws and fittings are intended for outdoor use. Roofing components, fittings, hardware, paints and protective coatings may also be covered by the warranty terms of their respective manufacturers.

We guarantee that the materials supplied by us are suitable for their intended outdoor garden use, provided that our products are correctly installed, used and maintained.

3. Manufacturer Warranties

Some components may be covered by warranties provided by their original manufacturers, including but not limited to roofing materials, fittings, hardware, paints and protective coatings.

Where a manufacturer warranty applies, the warranty terms, duration and claim conditions are determined by the relevant manufacturer.

Manufacturer warranties apply in addition to, and not instead of, the customer’s statutory rights against the seller.

4. Our Commercial Warranty

We warrant that our products will be supplied in accordance with the product description, selected model, size, color, specification and order confirmation available at the time of purchase.

If a part is missing, damaged during delivery, defective, or unsuitable for installation due to a manufacturing or supply issue, we will provide a replacement part free of charge.

Where replacement of the affected part is appropriate and sufficient to resolve the issue, replacement of the relevant part will be our primary remedy.

This does not affect any mandatory legal remedies that may be available to the customer under applicable consumer protection law.

5. Damaged, Missing or Defective Parts

If any part is damaged, defective or missing, the customer must contact us as soon as possible after delivery or discovery of the issue.

To process the claim, we may ask for:

• the order number;

• clear photos or videos of the damaged, missing or defective part;

• photos of the packaging, if the issue may have occurred during delivery;

• a short description of the issue;

• any other information reasonably necessary to identify the part and resolve the problem.

After reviewing the claim, we will send the necessary replacement part or offer another appropriate solution.

Replacement parts are supplied to restore the product to the correct condition and specification.

6. Damage During Delivery

The product is covered during delivery.

If any part is damaged during transport, we will replace the damaged part after receiving reasonable evidence of the damage.

Customers should inspect the packaging and product upon delivery. If visible damage is present, the customer should take photos of the packaging and damaged parts before installation.

Delivery damage must be reported as soon as reasonably possible so that we can process the claim with the delivery company and arrange replacement parts without unnecessary delay.

7. Damage During Installation

If a part is accidentally damaged during installation, the customer should contact us and provide photos of the damaged part.

Depending on the situation, part type and availability, we may offer to send a replacement part or arrange a part exchange.

Damage caused by incorrect installation, misuse, modification or failure to follow installation instructions may not be covered by warranty. However, we will still try to assist the customer with replacement parts where possible.

8. Timber as a Natural Material

Wood is a natural material. It reacts to sunlight, moisture, temperature changes and seasonal weather conditions.

Natural timber characteristics may include:

• knots;

• grain and color variation;

• resin marks;

• minor twisting or movement;

• small cracks or splits;

• surface checking;

• fading or weathering over time.

These natural characteristics are normal for outdoor wooden products and are not considered defects, provided that they do not make the pergola unsuitable for its intended use or affect its structural integrity.

The warranty does not cover natural cracking, splitting, fading, color changes or timber movement caused by sunlight, weather exposure, humidity, drying or seasonal changes, where such changes are normal for outdoor timber products.

9. Paint and Protective Coating

The paints and protective coatings used for our products are intended for outdoor wooden structures and are designed to help protect the timber against moisture, fungus and decay.

The paint or protective coating has a 2-year commercial warranty, subject to correct installation, use and maintenance.

The paint manufacturer’s own warranty may also apply according to the manufacturer’s warranty terms.

Outdoor wooden products require regular maintenance. We recommend inspecting our products every spring and repainting, refreshing or repairing the protective coating where necessary.

Failure to maintain the protective coating may reduce the durability of the timber and may affect warranty coverage.

10. Maintenance Requirements

To keep our products in good condition, the customer should:

• inspect our product at least once per year, preferably every spring;

• refresh or repaint exposed areas where the coating is worn, damaged or cracked;

• keep the structure clean and free from excessive dirt, leaves and moisture build-up;

• ensure that water can drain properly and does not remain trapped on or around timber parts;

• check screws, fittings and connections regularly;

• repair minor coating damage as soon as possible.

Outdoor wooden products naturally require care and maintenance. Lack of maintenance may cause premature wear, discoloration, cracking, rot or other damage that is not covered by warranty.

11. Warranty Exclusions

The warranty does not cover:

• natural cracking, splitting, movement or weathering of timber;

• normal color changes, fading or ageing caused by sunlight and outdoor exposure;

• minor visual differences in timber grain, knots or color;

• damage caused by incorrect installation;

• damage caused by failure to follow installation or maintenance instructions;

• damage caused by lack of repainting or lack of protective coating maintenance;

• damage caused by misuse, negligence, modification or improper storage;

• damage caused by unsuitable foundations, ground movement or unstable installation surfaces;

• damage caused by extreme weather, storms, flooding, falling objects or force majeure events;

• normal wear and tear;

• damage caused by using the product for purposes other than normal outdoor garden use.

These exclusions do not apply where the product is defective or non-conforming under mandatory consumer protection law.

12. Customer Responsibility Before Purchase

Before placing an order, the customer is responsible for reading and checking all product information, including:

• model;

• dimensions;

• color;

• material description;

• roof type;

• included components;

• installation requirements;

• maintenance recommendations;

• delivery information;

• any custom or personalized order details.

The customer must ensure that the selected product is suitable for the intended location, surface, foundation and use.

We are not responsible if the customer selects the wrong size, model, color or configuration after clear product information has been provided before purchase.

13. Returns and Right of Withdrawal

If the product is purchased by a consumer through our website, the customer may have a statutory right of withdrawal in accordance with applicable consumer protection laws.

For standard, non-customized products, the customer may have the right to withdraw from the purchase within the statutory withdrawal period, provided that the product is returned in accordance with applicable law.

If our product is made, prepared or customized according to the customer’s individual specifications, including non-standard size, custom configuration, custom color, personalized design or other individual order details, the statutory right of withdrawal may not apply, to the extent permitted by applicable law.

If the customer exercises a valid right of withdrawal, the product must be returned unused, uninstalled, undamaged and, where reasonably possible, in its original packaging.

The customer may be responsible for the direct cost of returning the product, unless applicable law states otherwise or we have agreed otherwise in writing.

The customer may be responsible for any reduction in value of the product caused by handling, use, installation, damage or actions beyond what is necessary to inspect the product.

14. No Refunds for Custom or Correctly Supplied Products

For products made, prepared or customized according to the customer’s individual order details, returns and refunds are not accepted simply because the customer changes their mind, no longer wants the product, selected the wrong size or color, failed to read the product information, or decides not to install supplied product.

For correctly supplied products that match the order confirmation and product description, refunds are not provided except where required by applicable consumer protection law.

If the product contains damaged, defective or missing parts, we will resolve the issue by replacing the relevant parts or providing another appropriate remedy in accordance with this policy and applicable law.

15. Replacement Parts Instead of Full Product Return

Because our products are supplied as products made up of individual components, a damaged, missing or defective part does not automatically mean that the entire product must be returned.

Where appropriate, we will replace the affected part free of charge.

This allows the product to be completed or repaired without unnecessary return of the full product.

This replacement part procedure does not limit any mandatory rights the customer may have under applicable consumer protection law.

16. How to Make a Warranty Claim

To make a warranty claim, please contact us by email and provide:

• full name;

• order number;

• delivery address;

• description of the issue;

• clear photos or videos showing the problem;

• photos of the packaging, if the issue relates to delivery damage.

We will review the information and respond with the next steps.

If the claim is approved, we will send replacement parts or provide another appropriate solution.

17. Important Notice

This policy applies only to the original customer and only to products purchased directly from Garden Pergola Store.

The warranty applies only if the pergola has been installed, used and maintained correctly and in accordance with the product information, installation instructions and maintenance recommendations.

This policy is intended to explain our warranty and service procedure clearly. It does not limit, exclude or replace any mandatory statutory rights that a consumer may have under applicable law.