Refunds & Returns

Buying a veranda, pergola or outdoor structure is a significant investment, and we want you to feel confident and well informed throughout the entire process. We stand behind the products we supply and believe in being clear, fair and straightforward if anything is not right. This page explains our refunds and returns policy so you always know where you stand.

Your Legal Rights

When purchasing from us online, you are protected by the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. These are important rights that we fully honour and will never attempt to limit. In simple terms:

  • Products must be of satisfactory quality, fit for purpose and as described
  • If a product is not, you are entitled to a repair, replacement or refund
  • For most online purchases, you have the right to cancel within 14 days of receiving the goods without giving a reason

Nothing in this policy affects your legal rights. If you are ever unsure, please contact us and we will be happy to explain.

Made to Order Products — Please Read Before Ordering

Many veranda systems, glass doors, pergolas and outdoor structures are made to order or prepared specifically for your project. This ensures the correct size, colour and configuration for your space.

Because these items are made to your specification, they are exempt from the standard 14-day change of mind cancellation period under the Consumer Contracts Regulations 2013 once production has begun. After manufacturing has started, orders cannot be cancelled or refunded unless the product is faulty or not as described.

We always recommend confirming measurements, specifications and finishes before ordering. If you have any questions at all before placing an order, please contact us and we will be happy to help.

Made to Order Deposits

For made-to-order products, we may require a deposit at the time of ordering to secure your order and production slot. This deposit covers materials and manufacturing costs that begin shortly after your order is confirmed.

Deposits are non-refundable once production has begun. If you need to cancel before production starts, please contact us as soon as possible and we will advise what options are available.

The remaining balance is typically due prior to dispatch unless otherwise agreed.

Change of Mind Returns — In Stock Items

For in-stock, non-custom items, you may return your order within 14 days of receiving it if you change your mind, in line with the Consumer Contracts Regulations 2013. Once you notify us, you then have a further 14 days to return the item.

To be eligible for a return, items must be:

  • Unused and in like-new condition
  • Not installed or assembled
  • In original packaging with all components included
  • Returned with proof of purchase

Please contact us before returning any item so we can authorise the return and provide instructions.

Return shipping costs for change of mind returns are the responsibility of the buyer.

Large & Specialist Item Returns

Large items such as verandas, pergolas, glass sliding doors and aluminium structures are delivered via specialist freight services. Returning these items can involve significant transport and handling costs.

If a change of mind return is requested for a large item, the cost of collection, transport and repackaging will be the responsibility of the buyer and will be deducted from any refund where applicable.

Items that have been installed, assembled, modified or cannot be safely repackaged may not be eligible for return.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty or incorrect, please contact us within 30 days of receiving the goods and we will arrange a repair, replacement or refund in line with your legal rights under the Consumer Rights Act 2015.

Please inspect your delivery as soon as it arrives and report any issues promptly. Photographs are very helpful and allow us to resolve issues more quickly.

If a fault develops within six months of purchase, we will work with you to resolve the issue fairly in line with consumer law.

Cancelling an Order Before Dispatch

If you need to cancel an order before it has been dispatched, please contact us as soon as possible. For in-stock items we will attempt to stop dispatch where possible. For made-to-order products, cancellation may not be possible once production has begun.

How to Start a Return

To request a return, please contact us with:

  • Your order number
  • The item you wish to return
  • The reason for return
  • Photographs if relevant

We will respond with the next steps and return instructions.

Condition on Return

Returned items must arrive back in unused, resalable condition with original packaging and all components included. Items returned damaged, used, installed or incomplete may not be eligible for a full refund.

Non-Returnable Items

The following items cannot be returned for change of mind:

  • Made-to-order or custom products
  • Installed or assembled products
  • Modified or customised items
  • Gift cards

Your statutory rights are not affected if an item is faulty or not as described.

Refunds

Once a return has been received and inspected, approved refunds will be issued to the original payment method within 14 days. Your bank or card provider may take additional time to process the refund.

A Final Note

We aim to be fair, transparent and helpful at every stage. If you have any questions before ordering or need help after receiving your order, please contact our team and we will be happy to assist.