RETURNS

Return & Exchange Eligibility

Return Eligibility: All purchases from FlexPatio are eligible for a refund or exchange

Time limit: Within 100 days

Product Requirements: Items must be unused, in their original condition, and in the original packaging with retain original labeling

Custom-Sized Pergola Orders: Please note that any pergola orders involving custom dimensions are not eligible for our 100-day return or exchange policy. (Once confirmed, custom orders go into production immediately and cannot be changed, canceled, or returned. We strongly recommend double-checking all measurements before placing your order. )

Return Process

• How to Return: To initiate a return, please contact us (eamil, phone, message). Upon receipt of your email, we will confirm your request and outline the return process
• Return Steps:

1. Get in touch with us and get the return information（Do not return to shipping address, return information includes return address）
   
2. Fill out the return form (order number, reason for return, other)
3. Pack the item securely in its original packaging (keep the original labeling)
4. Ship the product back to us using the provided return label (if applicable).
5. Refunds completed within 24 hours (we will complete the refund for you after receiving the product and checking that it is correct.)

Return Shipping Costs

Return shipping costs depend on the specific reason

FlexPatio cover the return shipping costs:

• Errors on arrival of ordered items
• Damage or defects to the product that are not transportation issues
• Missing or missing ordered accessories
• Quality issues requiring replacement parts

Customer cover the return shipping costs:

• Change your mind and return the product
• Unsatisfactory after 100-day trial
• Cancellation during shipping after ordering

Refunds & Exchanges

Refund Method: Refunds will be made in the same manner as the original payment
Refund time: Within 24 hours of returning the product and verifying it
Exchange Policy: If you do not wish to receive a refund and would like to exchange your product, the exchange process is the same as a return and requires you to contact us to complete the exchange

Missing items on arrival

Please check the number of packages that arrive before signing the delivery note; the delivery note will clearly state how many parcels should be delivered. If you notice that packages are missing on delivery, please write on the delivery note how many packages you received before signing the delivery note. Signing the delivery note without any comments indicates that your order was received as expected. 

After writing your comments and signing your delivery note, please notify support@flexpatio.com within 48 hours of delivery detailing the missing packages, with photos of all product labels on the packages you received.

We cannot accept claims for missing packages after receiving a signed delivery note stating that we delivered all packages.

Damaged or Defective Items

Upon arrival of the goods, if you notice any damage to the box or product, please ensure that you write down the damage on the delivery note and contact us before signing for the goods. Failure to record any visible damage may affect your ability to submit a claim or the amount of compensation you may be entitled to.

If your order arrives with damaged or defective pieces, you must report it to support@falxpatio.com within 48 hours of delivery, please include the following information with your e-mail: 

• Order number
  
• Full name on the order
  
• Address
• Description of damage with supporting photos or videos for each
• Photos or videos of all damages and product and delivery labels on each package

Upon receipt of your email, we will acknowledge your request and outline the process according to our terms in our Returns Policy for canceling or replacing damaged products.

Missing or incorrect parts/pieces

If you receive products that do not relate to your order, please notify support@flexpatio.com within 48 hours of delivery. Upon receipt, we will acknowledge your email and outline the process.

Before assembling your product(s), please ensure all required parts/pieces are present per the instructions. Replacement parts are available for missing or damaged parts/pieces, please notify support@flexpatio.com we can provide replacements. 

Please note:

• Please notify support@flexpatio.com of any missing parts within seven days of delivery, detailing the part(s), part number(s) if applicable, and photos of the part(s)
• We cannot accept claims for missing or incorrect parts/pieces submitted more than seven days after delivery
  
• Please note that this section relates to missing parts, not missing packages as mentioned in the earlier respective section
  
• We cannot provide any refunds once you commence assembly

Cancel Order

If you want to cancel your order, you can do so free of charge within 2 days of the initial purchase date before shipping. We recommend that you check the order date and contact us to check the status of your order before canceling.

You must confirm your intention to cancel your order by emailing us (support@flexpatio.com) with your order information: order number, full name, address and reason for cancellation. Upon receipt of your email, we will confirm your request and send you an email notification of your order cancellation and refund confirmation.

Cancellation before dispatch

If you decide to cancel an order after 2 days of your initial purchase, there will be a restocking fee which is a minimum of 15% of the order value as specified below in this Returns Policy.

You must confirm your wish to cancel the order via email to support@flexpatio.com; please include your purchase order number, full name, address, and reason for cancellation. Upon receipt of your email, we will acknowledge your request and outline any applicable charges before proceeding with cancellation.

We will only consider your order canceled once we issue you a cancellation email confirming your refund.

Cancellation after dispatch

If you wish to cancel an order after we dispatch the product(s), we will charge you for the return carriage in addition to the restocking fee which is 15% of the order value. We advise you to check your order date and the status of your order before you request cancellation.

You must confirm your wish to cancel the order via email to support@flexpatio.com; please include your purchase order number, full name, address, and reason for cancellation.

Upon receipt of your email, we will acknowledge your request and outline any applicable charges before proceeding with cancellation.

We will only consider your order canceled once you agree to any applicable charges detailed in our response, and we issue you a cancellation email confirming your refund.

100 Days Trial

You may return any delivered product you have purchased within 100 days after the day of delivery for any reason—including if you change your mind. We cannot accept returns if you change your mind after 100 days or if the pergola's condition differs from how it arrived.

Should you change your mind, you are responsible for returning the products to us or our suppliers, and any associated costs. You must return your products as new; if you have opened the package, you must have done so without damaging or marking the product and packaging.

You're responsible for sufficiently packaging your return products to prevent damage from occurring during transit. We inspect all returns, and upon inspection, we will notify you if we deem any item damaged, as you may need to claim against the carrier.

You must confirm your wish to return your product(s) via email to support@flexpatio.com; please include your purchase order number, full name, address, photographs detailing the pergolas condition, and the reason for return. Upon receipt of your email, we will acknowledge your request and outline the returns process.

We only process refunds upon inspection of your products and their condition; we will issue a refund for the original purchase price, minus delivery costs and a restocking fee of 15% of your original order value; we will also deduct return costs should you ask us to arrange it for you. We will not process refunds for any products damaged in transit during their return, and you are responsible for collecting the product should you wish to keep it.

Please note that any pergola orders involving custom dimensions are not eligible for our 100-day return or exchange policy.
Once confirmed, custom orders go into production immediately and cannot be changed, canceled, or returned. We strongly recommend double-checking all measurements before placing your order.

REFUNDS

Once we receive your returned products, we will inspect your return to ensure there is no damage and it's in a resalable condition as whole or parts.

If your return passes our inspection, we will issue a refund for the original purchase price, minus delivery costs and a restocking fee of 15% of your original order value.