Refund policy
Returns & Refunds
At FANCO we build pergolas to stand for decades, and we ship them direct from our factory to your driveway. That direct model is what keeps the price where it is, and it also shapes how returns work. Please read this page before you order so there are no surprises later.
The short version
Before your order ships
Your pergola is built and crated to order, then travels by sea. If you change your mind before the container is dispatched, email us and we will cancel the order and refund you in full. There is no fee and no questions asked.
Once the container has left the port we can no longer pull your crate from it. From that point the sections below apply.
Inspecting your delivery — please do this
Your pergola arrives by freight on a pallet. Before you sign the delivery receipt, walk around the crate and look at it. If you see crushed corners, punctures, water staining, or a broken pallet, write it on the delivery receipt before signing and photograph the crate where it sits.
This takes two minutes and it protects you completely. A signed clean receipt tells the carrier the shipment arrived in good order, which makes damage claims far harder to win. If you note the damage, we handle the claim and you are covered.
If the driver will not wait, write "subject to inspection" next to your signature.
Damaged or defective items
Contact us within 14 days of delivery with your order number and photos of the issue. We do not ask you to ship anything back.
A pergola is a set of aluminium extrusions, blades, and hardware. If one beam is dented or a blade is bent, we ship you that part. It arrives by air courier in 7 to 14 days, at no cost to you. Sending an entire 300 lb crate back across the Pacific to replace one component helps nobody, so we do not ask for it.
If the damage is severe enough that the structure cannot be assembled, we replace the full unit or refund you in full. You choose.
If you change your mind after delivery
You have 30 days from delivery to request a return.
While the pergola is still crated and unassembled, we accept the return. Because your order shipped direct from our factory, the pergola must return there. Return freight for a crated pergola is quoted by the carrier at the time of booking and depends on size and your location. That cost is yours. We will help you arrange the booking and we do not charge a restocking fee on top of it.
We are telling you this plainly rather than burying it, because for most customers the honest answer is that returning a pergola across an ocean does not make financial sense. If you are not certain about size or colour, ask us before you order. Send a photo of your space and rough measurements and we will tell you what actually fits — including telling you not to buy if nothing does.
Once the pergola has been assembled or installed, it can no longer be returned for a change of mind. Anchored posts, torqued fasteners, and drilled baseplates cannot be restored to sellable condition. Your structural warranty remains fully in force.
What is not returnable
- Pergolas that have been assembled, installed, anchored, or modified
- Items damaged by improper assembly, over-torqued hardware, or unauthorised alteration
- Damage from weather beyond the rated wind speed and snow load for your series
- Requests made more than 30 days after delivery
- Gift cards
Exchanges
If you ordered the wrong size or finish and the crate is still sealed and unassembled, contact us before arranging anything. Depending on where your order is in the process we can sometimes swap it at the factory, which avoids return freight entirely. If that window has passed, the fastest route is to return the item and place a new order.
How refunds are issued
Once your return is received and inspected, or once we approve a refund without a return, we notify you of the outcome. Approved refunds go back to your original payment method within 10 business days.
Your bank or card issuer may take several more days to post it. If 15 business days have passed since we confirmed your refund and nothing has appeared, contact us and we will trace it.
Starting a return
Email us at fkkj_fk001@163.com with:
- Your order number
- What you would like to do — cancel, replace a part, or return
- Photos, if the item arrived damaged or defective
We reply within one business day. Please wait for our confirmation and instructions before shipping anything back. Items sent to us without an approved return request cannot be accepted or refunded.
FANCO Outdoor Living Foshan Fanco Technology Co., Ltd. Room 814, Tower 5, Twin Star City Financial Center, Yundonghai Subdistrict, Sanshui District, Foshan, Guangdong 528100, China