Returns
We will provide a full refund (including shipping) if:
– The faulty item is found to be defective, and we are unable to fix or replace it
– Please note that all orders for our products are final and cannot be cancelled or refunded once they have been placed. We apologize for any inconvenience this may cause and appreciate your understanding.
If you have received incorrect items?
- We are extremely sorry about our mistake and for any inconvenience this might have caused. Please email us a picture within 5 days of receiving the incorrect product to: [email protected]. Provided the item is unopened and in mint condition we will arrange for a prepaid courier ticket/bag to be sent to you by MAIL, so the item can be returned at our cost. We will dispatch the correct item as soon as we receive the incorrect product back.
If an item is damaged upon arrival?
- If the product/s you have ordered are damaged between leaving our warehouse and arriving at your address you must contact us as soon as possible upon receiving your item.
Please email us within 5 days of receiving with a photo that clearly shows the product’s damage and any damage to the packaging. We will send you a replacement and we will arrange a speedy pick-up of the damaged item for a damage assessment. You will be informed of a time for the pick-up or contacted by the courier. Please leave the item in front of your door if no one is at home when courier driver picks up the item. Please note that for your claim to be accepted the item must be put back to its original packaging as the couriers assessment team will need to see how it was packed.
This process can take up to one week but as soon as we receive confirmation that the courier has collected the item, we will have the replacement shipped (depending on stock levels).
If there are items missing from your order?
- You must report it to us at [email protected] within 5 working days of receiving the parcel; we will investigate with the packer at our warehouse first, and send you the missing item if it is proved to be our mistake. We bear no responsibility for items not reported as missing in the five working days following delivery.
- Please note that if you have ordered multiple items from us, orders may have been combined into the same box, so please check all packages thoroughly before progressing.
- Occasionally orders may be shipped as separate packages, the boxes will be labelled as Part 1 of 2 etc, if any boxes are missing from your delivery please contact us immediately.
The item I ordered has not been delivered
- If your item did not arrive within a reasonable timeframe after being dispatched, the first thing to do is to check the tracking number you received on the courier’s website. If you are unable to get any further information, please contact us at [email protected] within 7 working days of when the parcel should have arrived.
Warranty
While we strive for fairness and customer satisfaction, if you find that your claim falls outside the scope of our written warranty, we encourage you to contact us regardless; we’re committed to assisting you and finding mutually beneficial solutions.
Warranty Details
Your Pergola comes with different levels of warranty coverage to ensure long-term satisfaction:
15-Year Coverage: Applies to the primary structure of the Pergola (such as columns, base plate, beams)
15-Year Coverage: Reserved for mobile elements like opening and closing mechanisms. (such as screws, Louvers, Hand crank and mechanism)
5-Year Coverage: Pertains to accessories and electrical components.
Activation and Eligibility
To validate your warranty, please register the product within 30 days of its receipt. Registration can be done via email to [email protected], and must include a copy of the purchase receipt/proof of purchase.
Warranty Scope
This warranty is exclusively for the original buyer and is non-transferable. It covers only the amount you paid for the product and is valid only in Australia. SkyFlex reserves the right to either provide a financial reimbursement capped at the original purchase price or supply a replacement product or component parts, which the customer will be responsible for installing.
Exclusions and Limitations
This tiered warranty will NOT cover:
- Environmental or Act-of-God damage: i.e., sun fading, salt, extreme weather, natural disasters, or vandalism.
- Customer-induced damage: i.e., misuse, modifications, or any non-compliant load on the Pergola structure.
- Installation errors: i.e., not following the provided installation guide correctly.
- Mismanagement by third parties: i.e., incorrect storage, maintenance, or installation.
- Surface or foundational issues: i.e., damage from unstable surfaces like shifting concrete slabs.
- Late installations: i.e., structure installed more than one year after the purchase date.
- Motors, lighting, and electrical components (covered separately for 5 years).
- Poor assembly due to ignoring installation guidelines.
- Structural damage caused by the location where the product is installed.
- Additional costs such as disassembly, storage, and shipping.
Additional Terms
Warranty benefits may be put on hold if any financial obligations toward SkyFlex remains unfulfilled.
Filing a Claim
For warranty claims, send an email to [email protected] within 30 days of identifying the defect. Include all essential details and proofs like invoices and photographs for evaluation. Upon approval, the company reserves the right to send replacement parts or refund the item within 60 days.
Note
This written warranty supersedes any previous warranties and agreements. The company won’t be liable for any other replacements or operational losses.
03 9498 0505
