Refund & Return Policy

30-Day Return Policy: At Pergola Furniture, we want you to love your purchase. If for any reason you're not satisfied, you can return most items within 30 days of delivery for a refund or site credit. Please note that certain items, such as custom-made products, clearance items, and assembled items, are non-returnable (see below for a full list of Non-Returnable Items). Items must be returned in their original condition and packaging, including all parts, accessories, and manuals. Items that have been installed or modified are not eligible for return.

Order Cancellations (Before Shipping):
You can cancel your order at any time before it ships at no charge. Contact us as soon as possible to get a full refund before your order leaves our warehouse. To initiate a cancellation, contact us using the details provided in the 'Contact Us' section below.

Cancellations of Custom Orders: Custom or made-to-order items are crafted specifically for you and cannot be canceled or refunded once production begins. These products are tailor-made to your specifications as soon as you place your order. Your warranty ensures a fully functional product. If you're unsure whether your order is custom or made-to-order, please contact us for clarification. All sales are final for custom-made and made-to-order products.

Refunds and Returns: If you need to exchange a product, we’re here to help. You will be responsible for any shipping costs associated with returns and exchanges. Orders over $1,000 are subject to a 15% restocking fee. Special order items may have additional restocking fees. Any upgraded shipping costs from the original order will be deducted from your refund, including upgraded shipping, assembly services, and address change fees.

Non-Returnable Items: Certain items are not eligible for return, including:

• Personalized/Custom/Made-to-Order Items (e.g., replacement cushions and mattresses)
• Clearance Items
• Open Box Items
• Gift Cards
• Samples
• Electrical Accessories
• Large quantities of the same product (six or more)
• Assembled,  modified or installed items
• Items marked as non-returnable
• Incomplete products (parts, accessories and or manuals)
• Items not in original condition or packaging
• Items postmarked 30 days or more after delivery

To initiate a return, contact us via our details below.

A Pergola Furniture team member will review your order and help you start the return process.

Damaged Items: Inspect the packaging of your item(s) upon arrival. Note any damages when signing for delivery. If your items arrive damaged, please email photos of the damage, the box, and the SKU, along with a brief description to  support@pergolafurniture.com within 10 days of delivery. We will process an insurance claim on your behalf. If the required photos are not received within 30 days, we reserve the right to deny a refund or replacement.

Refund Methods: Refunds can be processed as either site credit or returned to your original form of payment. Site credit refunds are processed within one business day and can be used on www.pergolafurniture.com or any affiliated site. Refunds to your original payment method will take three to five business days to process, depending on your financial institution.

Shipping Delays: We strive to get your order to you as quickly as possible.  Orders are dispatched mostly within 1-2 business days and typically delivered within 5-7 business days. However, some delays are unavoidable and beyond our control due to third parties. We appreciate your patience and understanding during these times.

Warranty Information: Warranty terms vary by manufacturer - please refer to individual product pages for details. Warranty coverage addresses damages that occur over time and through normal use. Most items sold by Pergola Furniture are backed by a manufacturer warranty. If you encounter an issue with a warranty-covered item, contact our customer service team for assistance. We can facilitate a resolution or connect you with the manufacturer.

Chargebacks: Our dedicated team is here to resolve any issues you might face. We strive to maintain fair and industry-leading policies. If you have not received a product or have issues with a received product, contact us first before filing a chargeback. We aim to provide the best resolution and ask that you work with us to resolve any problems. Please note that filing fraudulent chargebacks can result in criminal liability for theft. Thank you for choosing Pergola Furniture!

Contact Us & Terms of Use: You can reach us during business hours: Daily from 9 am to 5 pm. Contact us via phone at +1 877-343-0344, through our chat icon, or via email to our helpdesk at support@pergolafurniture.com anytime.

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