Warranty Policy

Thank you for choosing our product! We are committed to providing you with high-quality products and services. To ensure peace of mind, we offer a comprehensive warranty policy. To enjoy the limited warranty, the pergola must be installed in accordance with the provided manual. The limited warranty takes effect from the date of installation, but the pergola must be registered according to the “Warranty Conditions” below.

1. Warranty Period

We provide a limited warranty for the components of the pergola. The warranty period for the main structural frame is up to 15 years, and for auxiliary components like the opening/closing devices, it is up to 7 years. The warranty period starts after the product is installed and registered.

  • 15-Year Warranty: Covers the main structural components (frame, posts, roof, etc.).
  • 7-Year Warranty: Covers movable parts such as the opening/closing device, shutters, and electric drive system.
  • 2-Year Warranty: For motors and their applications, lighting, heaters, and electrical components purchased with the Pergola, the warranty lasts 2 years from the start of the limited warranty. If purchased separately, the warranty for lighting, heaters, and electrical components lasts 1 year from the purchase date.

2. Warranty Coverage

  • Quality Guarantee & Performance Protection: We provide warranty coverage for any damage caused by manufacturing defects or material issues, ensuring that you won’t face any problems during normal use of the product.
  • Environmental Adaptability: Our products are protected by the limited warranty even when used under extreme conditions, such as high winds, high humidity, or cold weather, minimizing post-purchase issues related to environmental factors.
  • Service Scope: Warranty services may include product repairs, component replacements, or providing a replacement product, depending on the situation.

3. Warranty Limitations

  1. Force Majeure: Damage caused by natural disasters or force majeure events, including but not limited to: color changes due to sun exposure and salt (color change due to natural factors like salt or UV exposure is considered normal wear and tear, not a quality issue), damage caused by smoke, fire, abnormal weather conditions (including but not limited to frost, heavy snow, gale-force winds, lightning, storms,  hail, hurricanes, ground movement, floods, stream overflow or deliberate destruction).
  2. Customer Negligence: Direct or indirect damage caused by customer negligence, improper maintenance, or misuse of the product, including but not limited to exposure to direct heat sources, customer modifications, or additional weight loads on the pergola's shutters and structure.
  3. Improper Installation: Any installation that does not follow the explicit guidelines in the Pergola Installation Manual, or installations not carried out by professionals, will be considered improper installation, which may void the warranty.
  4. Damage from Concrete or Surface Movement: Damage occurring when the pergola is installed on concrete slabs or other surfaces that move.
  5. Structural Installation After One Year: If the pergola is installed more than one year after the installation date.
  6. Installation on Buildings: If the pergola is installed on a building, and runoff or seepage occurs between the wall and the pergola. Our pergolas are standalone structures and should not be installed on buildings.
  7. Costs for Packaging, Disassembly, Storage, Transportation, and Handling of the pergola.

4. Warranty Activation

To activate the warranty and ensure full protection, please register the product within 30 days of purchase via our website or email. You must provide proof of purchase (receipt), invoice, and installation photos (if applicable).

Once Flexpatio confirms your registration, the limited warranty will be considered active. The purchaser must notify support@flexpatio.com of any claims within the warranty period. Failure to do so may result in the claim being rejected.

5. Warranty Transfer

If you transfer the product to a new owner, the warranty can be transferred. Please notify us via email within 30 days of the ownership change, and we will extend the warranty to the new owner.

6. Warranty Claims

Any claims under this limited warranty must be submitted in writing and emailed to support@flexpatio.com within 30 days of discovering the defect. When submitting a claim, you must provide proof of purchase (receipt), invoice, installation photos, and photos of the product defect. Missing any required materials may delay the claim.

The company reserves the right to inspect the structure and product upon receiving a warranty claim. No repairs should be made before inspection. Any repairs or alterations made before inspection may void the warranty, at the company’s discretion.

After inspection, if the company determines that the limited warranty applies, the company will, at its discretion and at no cost to the customer, repair or replace the product or refund the customer any amount paid for the product within 180 days of receiving the warranty claim.

After one year from the installation date, the customer will be responsible for any labor costs incurred by the company.

In the case of product replacement, if the same product is no longer available, it will be replaced with a product of equivalent value to the original purchase.

Disclaimer

This written limited warranty is considered the official document and supersedes all prior written or oral warranties or conditions provided or mentioned by the company to the customer.

Under no circumstances will the company be responsible for the replacement cost of another product or for any direct or indirect business losses.

This warranty is not a performance statement. This limited warranty is only valid within the United States.