Aluminum Frame Pergola with Wood Purlins Kit

To return your product, contact info@thecarpentryshopco.com for instructions and a return label. 

Deadline & Conditions:

• 14 Days: You must contact us for a return or exchange within 14 days of delivery.
• Condition: Items must be in like-new condition. We will not accept returns with stains, pet hair, signs of use, or if the item has already been installed.
• Proof of Purchase: A receipt or proof of purchase is required.

Non-Returnable Items:

• Special orders
• Items that are missing original packaging
• Gift cards

Fees & Deductions:

• 25% Restocking Fee: Applied to all non-defective returns (because we cannot resell them as new).
• 2.5% Credit Card Fee: If you paid by card, this processing fee is non-refundable (e.g., a $25 fee is deducted from a $1,000 refund).
• Shipping: Customers must pay for return shipping. Original delivery fees are non-refundable unless the item arrived damaged or defective.

Partial Refunds & Refusals:

• We reserve the right to refuse a return entirely if the item is damaged or misused.
• Partial refunds may be granted at our discretion for items that are missing parts or not in their original condition due to no error on our part.

Refund Notification & Processing:

• Status Email: Once we receive and inspect your item, we will email you to confirm receipt and let you know if your refund is approved or rejected.

• Payout: If approved, your refund will automatically be credited to your original payment method within a few days.

   

Sale Items:

• Only regular-priced items can be refunded. Sale items are final sale and cannot be refunded.

Late or Missing Refunds:

If you haven't received your approved refund yet, please follow these steps before contacting us:

1. Check your bank account one more time.
2. Contact your credit card company (it can take a few days for the refund to officially post).

3. Contact your bank to check on their internal processing times.

    

If you have completed these steps and still haven't received your refund, please email us at info@thecarpentryshopco.com.

Exchanges & Replacements:

• Eligibility: We only replace or repair items if they arrive defective or damaged by the manufacturer or during transit.
• Process: To exchange a damaged item for the same product, email us at info@thecarpentryshopco.com and ship your item to: 190 Veterans Drive, Northvale, NJ 07647

Handling Damaged Deliveries:

• Visible Damage on Delivery: If you notice damage to the packaging or item while the delivery team is there, let us know and note it on the delivery receipt (manifest/bill of lading). If the item is in stock, a replacement will ship within 5 business days.
• Damage Discovered After Delivery: Take photos of the damage and email them to info@thecarpentryshopco.com within 24 hours of delivery.

Important Deadlines for Claims:

• Signing Means Approval: Signing the delivery receipt confirms you received your items in full and in good condition.
• 48-Hour Deadline: You must file a claim with customer service for any defective, damaged, or missing parts within 48 hours of receiving your order. Valid manufacturer or transit issues will be repaired or replaced at no extra cost.

Want a Refund Instead?

• If your item arrived damaged but you prefer a return/refund instead of a free replacement or repair, the standard return rules apply. This means a 25% restocking fee and our initial shipping costs will be deducted from your refund.

6-Month Limited Warranty:

• Coverage: We guarantee that our products will be free from manufacturing defects in materials and workmanship for 6 months from purchase. If a product is defective, we will replace it.

What is NOT Covered: 

• Wear and Tear: This warranty does not cover normal wear and tear from everyday use.
• Improper Use: Products are not guaranteed to be fit for a specific or unintended purpose.

No Other Warranties: This 6-month warranty is the only warranty provided. We explicitly disclaim all other implied warranties, including merchantability (fitness for sale) or fitness for a particular purpose.

Limitation of Liability: By purchasing, the customer agrees that The Carpentry Shop Co. is not legally liable for any indirect, incidental, or consequential damages (such as lost profits or personal expenses) caused by the products