Refunds & Returns
Last Updated 14/11/24
Thank you for your purchase with Exterior Life. We hope you are happy with your pergola kit. However, if there are any issues with your kit, you may be eligible to return it to us for an exchange or refund. Please see below for more information on our return policy.
RETURN/EXCHANGE PROCESS
In the unfortunate event that you believe your product is faulty or damaged, please contact our customer service at [email protected] within five (5) business days of receiving your kit. You must include photographs and a comprehensive description of the damaged items.
The Exterior Life team will assess your claim and respond within two (2) business days. The customer is responsible for the shipping costs associated with the replacement products.
Depending on the nature and extent of the damage, you may be eligible for an exchange or replacement of the damaged items, or a refund.
Please note that the following items are not eligible for refund or exchange:
· Any materials that have been altered, cut, drilled, machined, or otherwise damaged by the customer.
We do not offer refunds or exchanges for change of mind.
Refunds
If a replacement request is approved, the new items will be dispatched as soon as possible. If a refund request is approved, please allow at least fourteen (14) days for the refund to be processed back to your account. Refunds may take one (1) to two (2) billing cycles to appear on your credit card statement, depending on your credit card company or bank. You will be notified by email once your refund has been processed.
Please note that additional fees may apply, which could reduce the amount refunded, depending on the nature of your return/refund.
