Returns

Refund Policy

This Refund Policy explains cancellations, shipping issues, damaged items, and returns for Sunbliss Pergola orders. If you have questions, email us at support@sunblisspergola.com.

Shipping Protection (Optional)

We may offer optional shipping protection at checkout for loss or theft during transit, subject to our Terms of Service. Regardless of whether you purchase shipping protection, please report any delivery damage or shipping issues right away so we can help resolve the issue.

Cancellations

Cancellations Before Dispatch

If you wish to cancel your order before it ships, you may request a cancellation within 7 days of purchase at no charge as long as the order has not yet been dispatched.

If your order includes expedited processing or shipping, it may dispatch shortly after purchase. Please check your order date and shipping status before requesting cancellation.

If a cancellation request is made after 7 days from purchase (but before dispatch), a restocking fee may apply (see “Returns & Restocking Fees” below).

Cancellations After Dispatch

If you request cancellation after the order has shipped, you are responsible for return shipping costs, and a restocking fee may apply. We will confirm any applicable costs in writing before processing the cancellation.

How to request a cancellation: Email support@sunblisspergola.com with your order number, full name, delivery address, and reason for cancellation. Your order is considered cancelled only after you receive written confirmation from Sunbliss.

Delivery Issues (Read This Upon Arrival)

Missing Packages on Delivery

Please confirm the number of packages received before signing for delivery. If packages are missing, note it on the delivery paperwork before signing. If you sign without notes, the carrier may treat the delivery as complete.

Report missing packages within 48 hours of delivery by emailing support with photos of:

  • All shipping labels on the packages you received
  • The delivery paperwork (if available)

Incorrect Products

If you receive an item that does not match your order, notify us within 48 hours of delivery. Please include photos of the shipping labels and the product(s) received so we can identify the issue quickly.

Missing or Incorrect Parts / Pieces

Before beginning assembly, please confirm all parts are present according to the included instructions. We can ship replacement parts if something is missing or incorrect. Once assembly begins, refunds may not be available.

Report missing/incorrect parts within 7 days of delivery and include part name/number (if available) and photos.

Damaged on Arrival

If you notice damage to the packaging or product at delivery, please write it on the delivery paperwork before signing. Noting visible damage helps support a claim with the carrier.

If your order arrives with damaged or broken parts, report it within 48 hours of delivery and include:

  • Full name on the order
  • Order number
  • Delivery address
  • Description of the damage
  • Clear photos/videos of the damage and all shipping labels

After review, we may offer replacement parts, a replacement shipment, or another resolution depending on the situation.

Faulty Products

If a product appears faulty, stop using it and contact support as soon as possible. If the issue occurs shortly after delivery, please notify us promptly so we can help troubleshoot and determine the best resolution.

Improper installation or failure to follow the installation instructions may void eligibility for refunds or replacements. If parts become damaged post-installation, contact support before disassembly, as photos and documentation may be required.

Modifications & Improper Use

Any modifications to the product or deviation from installation instructions (including cutting, drilling beyond instructed steps, painting, applying chemicals, or altering structural components) may void warranty coverage and may make the order ineligible for returns.

Returns & Restocking Fees

Eligible returns must be in new, unassembled condition and include original packaging. Items must be returned in the same condition as delivered. If a product was delivered flat-packed, it must be returned flat-packed and fully disassembled.

Return Window

If you change your mind, you may request a return within [INSERT RETURN WINDOW] of delivery, subject to the requirements above. (Example: 30 days, 60 days, or 100 days — choose what your business can support.)

Who Pays Return Shipping?

  • If the product is incorrect, faulty, or damaged on arrival, Sunbliss will work with you to resolve the issue and may cover return shipping where appropriate.
  • If you are returning due to change of mind, the customer is responsible for return shipping costs.

Restocking Fee

For change-of-mind returns or cancellations after the allowed free-cancellation period, a restocking fee of 15% of the order value may apply. Any outbound shipping, handling, or return shipping costs may also be deducted where applicable.

How to request a return: Email support@sunblisspergola.com with your order number, full name, delivery address, the reason for return, and photos showing the product condition and packaging.

Refunds

Once returned items are received, we inspect them to confirm they are in resalable condition (new, unassembled, and not damaged). If approved, refunds are issued to the original payment method.

Refunds typically process within 30 days after inspection and approval, depending on your bank/payment provider.

Note: This policy does not affect any rights you may have under applicable law.