RETURNS

INSURANCE

We offer optional insurance for loss or theft of parcels during transportation in accordance with our Terms of Service. Regardless of whether you purchase insurance, we will rectify any damages occurred during transit.

CANCELLATIONS BEFORE DISPATCH

If you wish to cancel your order, this can be done free of charge before dispatch within seven days after the initial purchase date. If your order includes expedited shipping, we typically dispatch your order shortly after you place it. We advise you to check your order date and the status of your order before you request cancellation.

If you decide to cancel an order after seven days of your initial purchase, there will be a restocking fee which is a minimum of 15% of the order value as specified below in this Returns Policy.

You must confirm your wish to cancel the order via email to support@hansohome.com; please include your purchase order number, full name, address, and reason for cancellation. Upon receipt of your email, we will acknowledge your request and outline any applicable charges before proceeding with cancellation.

We will only consider your order canceled once we issue you a cancellation email confirming your refund.

CANCELLATIONS AFTER DISPATCH

If you wish to cancel an order after we dispatch the product(s), we will charge you for the return carriage in addition to the restocking fee which is 15% of the order value. We advise you to check your order date and the status of your order before you request cancellation.

You must confirm your wish to cancel the order via email to support@hansohome.com; please include your purchase order number, full name, address, and reason for cancellation.

Upon receipt of your email, we will acknowledge your request and outline any applicable charges before proceeding with cancellation.

We will only consider your order canceled once you agree to any applicable charges detailed in our response, and we issue you a cancellation email confirming your refund.

MISSING ITEMS ON ARRIVAL

Please check the number of packages that arrive before signing the delivery note; the delivery note will clearly state how many parcels should be delivered.

If you notice that packages are missing on delivery, please write on the delivery note how many packages you received before signing the delivery note. Signing the delivery note without any comments indicates that your order was received as expected.

After writing your comments and signing your delivery note, please notify support@hansohome.com within 48 hours of delivery detailing the missing packages, with photos of all product labels on the packages you received.

We cannot accept claims for missing packages after receiving a signed delivery note stating that we delivered all packages.

INCORRECT PRODUCTS

If you receive products that do not relate to your order, please notify support@hansohome.com within 48 hours of delivery, including photographs of all packages; photos must include all product labels on packages so that we can identify the issue.

Upon receipt, we will acknowledge your email and outline the process.

MISSING OR INCORRECT PARTS/PIECES

Before assembling your product(s), please ensure all required parts/pieces are present per the instructions. We can provide replacements; however, we cannot provide any refunds once you commence assembly.

Please notify support@hansohome.com of any missing parts within seven days of delivery, detailing the part(s), part number(s) if applicable, and photos of the part(s).

We cannot accept claims for missing or incorrect parts/pieces submitted more than seven days after delivery.

Please note that this section relates to missing parts, not missing packages as mentioned in the earlier respective section.

DAMAGED OR BROKEN ON ARRIVAL

Upon arrival, if you notice any damage to the boxes or product(s), please ensure you write this on the delivery acceptance form before signing it. Failure to record any visible damage may impact your ability to submit a claim or the amount of compensation for which you may otherwise be eligible.

If your order arrives with damaged or broken pieces, you must report it to support@hansohome.com within 48 hours of delivery; please include the following information with your e-mail:

• Full name on the order
• Order number
• Address
• Description of damage with supporting photos or videos for each
• Photos or videos of all damages and product and delivery labels on each package
• Reason for cancellation over replacement

Upon receipt of your email, we will acknowledge your request and outline the process in accordance to our terms for canceling or replacing damaged product(s) in the sections below.

CANCELING THE ORDER

For cancellations relating to damages, if appropriate, we will collect the item(s) from you, and you will receive a full refund once the goods have been returned and inspected. We reserve the right to advise that you dispose of your product(s) with no subsequent collection if deemed appropriate.

You are responsible for taking reasonable care of the goods in your possession, including the packaging for return, to prevent further damage. The goods remain your responsibility until received by us.

We cannot accept returns for a refund for any incorrectly assembled item.

We cannot accept claims submitted after 48 hours after delivery.

REPLACING PARTS OR PRODUCT(S)

 

For replacements relating to damages, if appropriate, we will collect the item(s) from you, and we will begin to process your replacement once the goods have been returned and inspected. We reserve the right to advise that you dispose of your product(s) with no subsequent collection if deemed appropriate.

You are responsible for taking reasonable care of the goods in your possession, including the packaging for return, to prevent further damage. The goods remain your responsibility until received by us.

We cannot accept returns for a replacement for any fully, partially, or incorrectly assembled item.

We cannot accept claims submitted after 48 hours after delivery.

FAULTY PRODUCTS

If an item becomes faulty within the first ten days of delivery, do not use the goods, and notify support@hansohome.com within 48 hours after the first ten days of delivery to inform us of the issue. Upon receipt of your email, we will acknowledge your request and outline the returns process. If an item becomes faulty after the first ten days, do not use the goods, and notify support@hansohome.com as soon as possible.

Depending on the nature of the fault, we will work with you to reach an amicable solution. Incorrectly installing our product will likely lead to faults and we cannot be held liable in this event. If parts become damaged post-installation, contact support@hansohome.com before dismantling, as we require evidence of correct installation to process a replacement or return.

For replacements unrelated to installation issues, if appropriate, we will collect the item(s) from you, and we will begin to process your replacement once the goods have been returned and inspected. We reserve the right to advise that you dispose of your product(s) with no subsequent collection if deemed appropriate.

You are responsible for taking reasonable care of the goods in your possession, including the packaging for return, to prevent further damage. The goods remain your responsibility until received by us.

We cannot accept returns for a free replacement for any fault due to an incorrectly assembled item.

PRODUCT AND INSTALLATION MODIFICATIONS

Modification to any part or product and deviation from our installation instructions while assembling will void your warranty and our return policies.

RETURNS

We cannot accept returns or cancellations if you modify or damage the product(s) in any way, including but not limited to applying chemicals or paints to any surface.

While in your possession, you must keep any products you intend to return to us in good condition. Products must be returned in the same condition as they were delivered, and it is your responsibility to take reasonable care of these items. If products are delivered flat-packed, you must return them the same way, including complete disassembly.

You are responsible for taking reasonable care of the goods in your possession, including the packaging for return, to prevent further damage. The goods remain your responsibility until received by us.

Submitting a request to return does not affect your statutory rights.

Where applicable and approved, we typically process refunds within 30 days of receiving the product.

100 DAYS TRIAL

You may return any delivered product you have purchased within 100 days after the day of delivery for any reason—including if you change your mind. We cannot accept returns if you change your mind after 100 days or if the pergola's condition differs from how it arrived.

Should you change your mind, you are responsible for returning the products to us or our suppliers, and any associated costs. You must return your products as new; if you have opened the package, you must have done so without damaging or marking the product and packaging.

You're responsible for sufficiently packaging your return products to prevent damage from occurring during transit. We inspect all returns, and upon inspection, we will notify you if we deem any item damaged, as you may need to claim against the carrier.

You must confirm your wish to return your product(s) via email to support@hansohome.com; please include your purchase order number, full name, address, photographs detailing the pergolas condition, and the reason for return. Upon receipt of your email, we will acknowledge your request and outline the returns process.

We only process refunds upon inspection of your products and their condition; we will issue a refund for the original purchase price, minus delivery costs and a restocking fee of 15% of your original order value; we will also deduct return costs should you ask us to arrange it for you. We will not process refunds for any products damaged in transit during their return, and you are responsible for collecting the product should you wish to keep it.

WHO PAYS FOR THE RETURN COSTS?

Return costs depend on the reason for return; if a product is incorrect, faulty, or damaged upon arrival, we will cover the return costs and the cost of delivering a replacement.

We do not cover return costs if you change your mind and choose to return your product(s).

REFUNDS

Once we receive your returned product(s), we will inspect your return to ensure there is no damage and it's in a resalable condition as whole or parts.

If your return passes our inspection, we will issue a refund for the original purchase price, minus delivery costs and a restocking fee of 15% of your original order value.