Return Policy

RETURNS AND WARRANTY

INSURANCE

We offer optional insurance for loss or theft of parcels during transportation as per our Terms of Service. Regardless of whether you purchase insurance, we will address any damages incurred during transit.

CANCELLATIONS BEFORE DISPATCH

You can cancel your order free of charge before dispatch within seven days after the initial purchase date. For orders with expedited shipping, we typically dispatch shortly after you place the order. Please check your order date and status before requesting cancellation.

If you wish to cancel an order after seven days from the initial purchase, a restocking fee of a minimum of 15% of the order value will apply, as specified in this Returns Policy.

To cancel your order, email info@solis.co.us with your purchase order number, full name, address, and reason for cancellation. We will acknowledge your request and outline any applicable charges before proceeding with the cancellation.

Your order will only be considered canceled once we issue a confirmation email and process your refund.

CANCELLATIONS AFTER DISPATCH

If you wish to cancel an order after it has been dispatched, you will be charged for the return carriage in addition to a 15% restocking fee. Check your order date and status before requesting cancellation.

To cancel your order, email support@solis.com with your purchase order number, full name, address, and reason for cancellation. We will acknowledge your request and outline any applicable charges before proceeding with the cancellation.

Your order will only be considered canceled once you agree to the applicable charges detailed in our response, and we issue a confirmation email and process your refund.

MISSING ITEMS ON ARRIVAL

Please check the number of packages upon delivery and sign the delivery note accordingly. If packages are missing, note this on the delivery note before signing.

After signing, notify support@solis.com within 48 hours of delivery, detailing the missing packages with photos of all product labels. Claims for missing packages cannot be accepted if the delivery note was signed indicating all packages were received.

INCORRECT PRODUCTS

If you receive products not related to your order, notify support@solis.com within 48 hours of delivery, including photographs of all packages and product labels. We will acknowledge your email and outline the process.

MISSING OR INCORRECT PARTS/PIECES

Before assembling your product(s), ensure all required parts/pieces are present. We provide replacements but cannot offer refunds once assembly has commenced. Notify support@solis.com of any missing parts within seven days of delivery, detailing the parts and part numbers if applicable, with photos.

Claims for missing or incorrect parts/pieces cannot be accepted more than seven days after delivery. This section does not cover missing packages, which is addressed separately.

DAMAGED OR BROKEN ON ARRIVAL

If you notice any damage to boxes or products upon arrival, note this on the delivery acceptance form before signing it. Failure to do so may affect your claim or compensation eligibility.

Report damaged or broken pieces to support@solis.com within 48 hours of delivery with your full name, order number, address, and descriptions and photos/videos of the damage and product and delivery labels. We will acknowledge your request and outline the process.

CANCELING THE ORDER DUE TO DAMAGE

For damages, we may collect the item(s) and issue a full refund once inspected. You are responsible for taking reasonable care of the goods and their packaging to prevent further damage. Goods remain your responsibility until received by us.

We cannot accept returns for refunds for any incorrectly assembled items or claims submitted after 48 hours of delivery.

REPLACING PARTS OR PRODUCT(S) DUE TO DAMAGE

For damages, we may collect the item(s) and process your replacement once inspected. You are responsible for taking reasonable care of the goods and their packaging to prevent further damage. Goods remain your responsibility until received by us.

We cannot accept returns for replacements for any fully, partially, or incorrectly assembled items or claims submitted after 48 hours of delivery.

FAULTY PRODUCTS

If an item becomes faulty within ten days of delivery, do not use the goods and notify support@solis.com within 48 hours. We will acknowledge your request and outline the returns process. For faults after ten days, notify support@solis.com as soon as possible.

Depending on the fault, we will work with you for an amicable solution. Incorrect installation likely leads to faults, and we cannot be held liable. Contact support@solis.com for post-installation damages before dismantling, as we require evidence for processing a replacement or return.

For replacements unrelated to installation issues, we may collect the item(s) and process your replacement once inspected. You are responsible for taking reasonable care of the goods and their packaging to prevent further damage. Goods remain your responsibility until received by us.

We cannot accept returns for free replacements for faults due to incorrectly assembled items.

PRODUCT AND INSTALLATION MODIFICATIONS

Modifying any part or product and deviating from our installation instructions will void your warranty and return policies.

RETURNS

We cannot accept returns or cancellations if you modify or damage the products in any way, including applying chemicals or paints. Products must be returned in the same condition as delivered, with flat-packed items returned disassembled.

You are responsible for taking reasonable care of the goods and their packaging for return to prevent further damage. Goods remain your responsibility until received by us.

Requesting a return does not affect your statutory rights. Approved refunds are typically processed within 30 days of receiving the product.

100 DAYS TRIAL

You may return any delivered product within 100 days after delivery for any reason. Returns are not accepted if you change your mind after 100 days or if the product's condition differs from how it arrived.

For returns due to change of mind, you are responsible for return costs. Products must be returned as new, without damage or marking, and sufficiently packaged to prevent transit damage. Upon inspection, we will notify you if the item is damaged.

To return, email support@solis.com with your purchase order number, full name, address, photographs of the product's condition, and reason for return. We will acknowledge your request and outline the returns process.

Refunds are processed upon product inspection and condition verification. We refund the original purchase price minus delivery costs, a 15% restocking fee, and return costs if we arrange it. Refunds are not processed for products damaged in transit during return, and you must collect the product if you wish to keep it.

WHO PAYS FOR THE RETURN COSTS?

Return costs depend on the reason for return. We cover return costs for incorrect, faulty, or damaged products upon arrival. Return costs are not covered for change of mind returns.

REFUNDS

Upon receiving your returned product(s), we inspect to ensure no damage and that it is in resalable condition. If the return passes inspection, we issue a refund for the original purchase price minus delivery costs and a 15% restocking fee.

THE LIMITED 10-YEARS PERGOLA WARRANTY

We provide a limited warranty for up to ten years for the main structural frame and five years for ancillary parts such as opening and closing mechanisms. This warranty is only applicable in the USA and extends to the original purchaser ("Customer") following the installation manual. The warranty is non-transferable and limited to the product price.

WARRANTY CONDITIONS

Register the product within 30 days of delivery by emailing support@solis.com with proof of purchase. The limited warranty activates once we acknowledge the registration.

THE LIMITED 10-YEARS PERGOLA WARRANTY EXCLUSIONS

Exclusions include damage from acts of God, improper maintenance, incorrect use, modifications, improper installation, and more as detailed in our warranty policy.

WARRANTY CLAIMS

Submit warranty claims in writing within 30 days of discovering the defect to support@solis.com. Include detailed defect descriptions, photos, installation date, discovery date, installation address, installer name, reseller address, and the invoice.

We reserve the right to inspect the product upon receiving a claim. Unauthorized repairs or alterations may void the warranty. If applicable, we will replace, repair, or refund the product within 180 days of receiving the claim. Labor charges apply after one year from installation.

THE WARRANTY FOR ACCESSORIES

Motors, lights, heaters, and electrical elements are guaranteed for one year from the warranty's effective date if purchased with a Pergola product, or from the purchase date if purchased separately.

For any questions or concerns, please contact us at:

Solis Inc. 1007 N Orange St, 4th Floor Wilmington, DE 19801, USA Email: info@solis.co.us

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