Cancellations & Returns

Pergola Club – Returns, Refunds & Warranty Policy

At Pergola Club, we are committed to delivering premium outdoor living products and excellent customer service. This policy outlines the procedures and conditions relating to returns, refunds, cancellations, warranties, and customer responsibilities.

 

Pergola Club – Returns & Warranty Policy

These Terms & Conditions apply to all purchases made through Pergola Club.

Pergola Club is a trading name of Roseland Furniture Limited (hereafter referred to as “Pergola Club”, “RFL”, “we”, “our”, or “us”).

Registered Office:
Lighteridge Hill, Newham, Truro, Cornwall, TR1 2XR

Company Registration Number: 07484964
VAT Number: 107057440

 

Returns & Refunds Policy

Starting a Return

If you would like to request a return or refund, please contact our customer support team by email at hello@PergolaClub.com.

To help us assess your request efficiently, please include:

• Your order number
• A description of the issue
• Clear photographs showing the condition of the item and packaging

Our team will review your request and advise on the next steps.

Return Options

Where a return is approved, customers may choose one of the following options:

• Arrange return delivery to our designated warehouse at their own expense
• Request a Pergola Club collection service, subject to a transparent collection charge based on location and item size. Collection costs can be obtained by contacting our returns department before arranging the return but they are bespoke to location and condition of return.

Collection fees will always be confirmed in advance.

Inspection & Approval Process

All returned products are inspected upon arrival to confirm they meet our return eligibility requirements.

This inspection will assess:

• Overall condition
• Signs of use or damage
• Completeness of components
• Packaging condition

Refunds will only be approved once the returned item has passed inspection.

Refund Processing

Approved refunds are typically processed within 5–7 working days following inspection.

Refunds will be issued using the original payment method wherever possible.

Applicable collection or administration charges may be deducted where appropriate.

Logistics & Delivery Delay Refund Requests

If unexpected logistical circumstances result in substantial delivery delays, customers may request a cancellation or refund review.

Each case will be assessed individually, taking into account:

• Original lead times
• Communication provided
• Circumstances outside reasonable control

Pergola Club will always aim to keep customers updated regarding delivery schedules and any unforeseen delays.

Returns of Unused Pergolas

Unused pergolas and accessories may be returned within 30 days of delivery provided:

• They remain unused and uninstalled
• Packaging is retained where possible
• All parts and accessories are included
• The item remains in resalable condition

Customers are responsible for return shipping costs unless the item is faulty.

 

Return Condition Requirements

Returned items must be in a clean and resalable condition unless the return relates to a verified fault or manufacturing defect.

Pergola Club reserves the right to decline returns that fall outside these conditions.

Faulty or Damaged Goods

If a product arrives damaged or develops a manufacturing fault, customers must notify Pergola Club promptly with supporting evidence.

Where a fault is confirmed, Pergola Club may offer:

• Replacement parts
• Product exchange
• Repair
• Partial or full refund

Approved faulty-item claims will include reasonable return or collection costs in accordance with the Consumer Rights Act 2015.

30-Day Satisfaction Guarantee

Pergola Club offers a 30-day customer satisfaction guarantee for qualifying purchases.

Customers may assemble and use their pergola for up to 30 days following delivery.

If, during this period, the product demonstrates substantial manufacturing defects or materially differs from the advertised specification, customers may be eligible for a refund or replacement.

To qualify:

• Claims must be submitted within 30 days
• Supporting photographs and details must be provided
• Products must be dismantled before return or collection
• All components should be returned

Pergola Club reserves the right to refuse or reduce refunds where:

• Products are damaged through misuse
• Items are incomplete
• Unauthorised modifications have occurred
• Damage exceeds reasonable inspection or use

This guarantee operates alongside your statutory rights.

Cancellation Policy

Customers may cancel their order up to 48hrs prior to their booked delivery and or installation date. Due to the nature of these goods already beginning their transport journey to their destination 48hrs prior to their arrival any notice to cancel within this time is subject to an administration and service fee of £300. This value will be deducted from any refunded amounts.

Order Amendments

Customers wishing to amend an order should contact:

hello@PergolaClub.com

Changes may be possible prior to production or dispatch, however:

• Amendments are not guaranteed
• Additional charges may apply
• Delivery lead times may be affected

Orders already in production or transit may not be amendable.

Mobile Messaging Terms

By subscribing to Pergola Club or Roseland Furniture SMS/text services, customers consent to receive recurring service and marketing text messages.

These may include:

• Order updates
• Delivery notifications
• Promotional offers
• Cart reminders
• Review requests

Participation is voluntary and not required for purchase.

Message and data rates may apply depending on your mobile provider.

Customers may opt out at any time by replying STOP to any text message received.

Pergola Club and Roseland Furniture are not responsible for delayed or undelivered messages caused by mobile carriers or network providers.

For assistance, contact:

hello@pergolaclub.com

Our use of customer data is governed by our Privacy Policy.

Customer Responsibilities

Customers are responsible for:

• Providing accurate delivery information
• Inspecting products upon delivery
• Following installation and maintenance guidance
• Adhering to returns procedures

Warranty Information

Pergola Club pergolas are supplied with a 5-Year Structural Warranty covering manufacturing defects affecting structural integrity under normal domestic use.

The warranty excludes:

• Accidental damage
• Improper installation
• Negligence or misuse
• Storm or weather damage beyond intended specification
• Unauthorised alterations or modifications
• Commercial or third-party use unless agreed in writing

Warranty claims should be submitted to:

hello@PergolaClub.com

with supporting photographs and order details.

Approved claims may result in:

• Repairs
• Replacement parts
• Product replacement
• Alternative remedies at our discretion

This warranty does not affect statutory consumer rights and full warranty details can be found here.

Product Care & Maintenance

To ensure longevity and performance, Pergola Club recommends:

Moving Parts

Lubricating moving parts and mechanisms twice yearly.

Wind & Weather Precautions

During adverse weather:

• Retract blinds/screens where possible
• Leave louvres slightly open
• Inspect fixings regularly

Ongoing Monitoring

Customers should regularly inspect their pergola for wear, loose fittings, drainage blockages, or damage.

For guidance, contact our support team.

 

Legal Compliance

All policies outlined above are intended to comply with:

• Consumer Rights Act 2015
• UK Consumer Contracts Regulations
• Applicable UK consumer protection legislation

Customers are encouraged to familiarise themselves with their statutory rights and responsibilities.

Updated: 27 May 2026
Roseland Furniture Ltd t/a Pergola Club
E&OE