Refund policy
Return & Refund Policy
We stand behind the quality of our products and aim for your complete satisfaction. Due to the custom nature, size, and weight of our outdoor structures, returns and exchanges are limited as outlined below.
Change-of-mind returns are not accepted for custom-built products.
Custom & Made-to-Order Products
All custom and made-to-order products are built specifically for your order.
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If a custom order is canceled prior to the start of production, a full refund will be issued.
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Once production has begun, custom orders are not eligible for cancellation or refund.
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If production has been completed but delivery has not yet occurred, cancellation may be permitted at our discretion and will be subject to a 40% restocking and materials fee to cover fabrication and custom material costs.
Custom products are not eligible for return once delivered.
Any applicable delivery charges will be refunded only if delivery has not yet occurred.
Stock Products
In-stock items may be eligible for return under the following conditions:
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Return request must be submitted within 14 days of delivery
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Item must be unused, unplanted, uninstalled, and in original condition
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Item must be returned in original packaging
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Customer is responsible for all return shipping and handling costs
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A 20% restocking fee will apply
Returns must be authorized in writing prior to shipment. Unauthorized returns will not be accepted.
Products that have been installed, planted, modified, or permanently placed are not eligible for return.
Delivery Acceptance
Once the product has been delivered and placed at the agreed delivery location, it is considered accepted.
Damaged or Defective Items
If your product arrives damaged or defective, you must notify us within 48 hours of delivery and provide photographic documentation.
We will evaluate the issue and work with you to repair, replace, or resolve the matter as appropriate.
Damage claims submitted after 48 hours may not be eligible for resolution.