Refund policy

OVERVIEW
At FlexPatio, we want you to be entirely satisfied with your outdoor investment. We understand that sometimes a product may not be the right fit for your garden. This policy outlines your rights and the process for returns and refunds, ensuring transparency and fairness in accordance with UK Consumer Law.
This policy is in addition to, and does not affect, your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

1. YOUR RIGHT TO CANCEL (14-DAY COOLING-OFF PERIOD)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order for any reason within 14 days of receiving your goods.
  • The Window: You must notify us of your intent to return within 14 days of delivery.
  • The Refund: We will refund the full cost of the product plus the standard initial delivery charge.
  • Return Period: Once you have notified us, you have a further 14 days to return the items to our UK warehouse.

2. FLEXPATIO 30-DAY RETURN POLICY

To give you extra peace of mind, FlexPatio extends the return window to 30 days for products in their original, resalable condition.
  • Condition of Goods: To receive a full refund, items must be unassembled, unused, and in their original packaging.
  • Assembly Notice: Once a pergola has been fully or partially assembled, it is considered "used" and its value significantly depreciates. We reserve the right to deduct a diminished value fee from your refund if the goods show signs of assembly or damage to the original crating.

3. DEFECTIVE OR DAMAGED GOODS

If your product arrives damaged or develops a manufacturing fault, you are protected by the Consumer Rights Act 2015:
  • Short-term Right to Reject (0-30 Days): If the product is faulty, you are entitled to a full refund or a replacement.
  • Repair or Replacement (30 Days - 6 Months): If a fault develops after 30 days, we have the right to repair or replace the component. If the repair is unsuccessful, you may be entitled to a price reduction or a full refund.
  • Reporting Transit Damage: Please inspect your delivery immediately. Visible damage to packaging must be noted on the delivery note and reported to us within 48 hours.

4. RETURN SHIPPING & COSTS

  • Customer Responsibility: For "change of mind" returns, the cost of returning the goods to our warehouse is the responsibility of the customer.
  • Return Service: Due to the weight and size of our pergolas, returning them via standard couriers is often difficult. FlexPatio can arrange a specialist collection service for you. The cost of this collection (typically between £150 and £350 depending on your location and model) will be deducted from your final refund.
  • Faulty Goods: If the return is due to a confirmed manufacturing defect or transit damage, FlexPatio will cover all return shipping and collection costs.

5. HOW TO INITIATE A RETURN

To begin the return process, please follow these steps:
  1. Contact Us: Email support@flexpatio.co.uk with your order number and the reason for return.
  2. RMA Issued: We will issue a Return Merchandise Authorisation (RMA) number and provide the return warehouse address.
  3. Preparation: Ensure the pergola is securely strapped to its original pallet and the RMA number is clearly marked on the outer packaging.

6. REFUNDS

Once the returned item is received and inspected at our UK warehouse, we will notify you of the approval or rejection of your refund.
  • Timeline: Approved refunds will be processed within 14 days of us receiving the goods back.
  • Payment Method: Refunds will be issued via the original payment method (Credit Card, PayPal, etc.).

7. NON-RETURNABLE ITEMS

  • Custom-made or bespoke orders (if applicable).
  • Items purchased at clearance or "as-is" during warehouse sales (unless faulty).