Refunds and Returns

If you are not satisfied with your order, email sales@aluminumpergola.ca and our team will issue a Return Authorisation number and confirm the return address. This policy applies to all orders placed on aluminumpergola.ca and shipped within Canada.

Returned products must be received back at our warehouse within 30 days of the delivery or pick-up date, in original packaging and like-new condition. Items with scratches, stains, damage or modifications cannot be returned. The product must be unassembled, never installed, complete with all hardware and documentation, and uncut, undrilled and unpainted.

Email sales@aluminumpergola.ca with your order number and reason for return. We reply within 5 business days with a Return Authorisation number. Shipments sent without one may be refused. Returns received after 30 days or not in original condition cannot be refunded. We do not process exchanges, return the item and place a new order.

• Return shipping is arranged and paid by the customer. We can book LTL pickup on request and deduct the actual carrier cost from your refund.
• Standard Shipping charges from the original order are not refundable once the carrier has performed the service.
• A restocking fee of 15% of the product price applies to change-of-mind returns.
• Goods remain your responsibility until received and inspected at our warehouse. Please repack securely and insure the shipment.

Custom orders cannot be returned, refunded or exchanged. This covers pergolas built to customer-specified dimensions, custom colours or finishes, custom louvre and frame configurations, made-to-measure screens and enclosure panels, and special-order accessories. Custom orders normally enter production within 1 to 4 weeks and we confirm your production start date by email. This exclusion does not apply if a custom product arrives damaged, is defective, or does not match your confirmed order — see the section below. You will be asked to confirm you understand these terms before completing checkout.

Inspect your shipment before the carrier leaves. If you see damage, accept the delivery, sign the carrier paperwork as "damaged upon arrival" and photograph the packaging and product. Refuse delivery only if an item is structurally damaged and completely unusable — if you refuse an undamaged shipment you are responsible for redelivery, return freight and storage costs.

Email sales@aluminumpergola.ca with the subject Claim, your order number, a description and clear photos. Shipping damage must be reported within 5 calendar days of delivery, as freight carriers impose strict claim deadlines. Manufacturing defects not visible on delivery should be reported as soon as discovered, within the applicable product warranty period.

We will send replacement parts or a replacement product by Standard Shipping, offer a blemish discount, or reimburse a local repair, and will discuss the options with you where more than one applies. We do not cover damage caused by customer negligence, improper installation, unauthorised modification, or use outside the product’s rated conditions. If all reasonable resolution attempts fail, we may cancel and refund the affected item in full, less shipping charges already incurred.

• Stock orders not yet shipped, and custom orders not yet in production — 5% processing fee.
• Custom orders already in production — up to 50% of the balance paid is non-refundable, reflecting materials, machine time and labour already committed.
• Orders that have left the warehouse — treated as a return under this policy, including original and reverse logistics costs.

Refunds are issued to the original method of payment within 10 business days of the return being received and inspected; your bank may take a further 3 to 10 business days to post the credit. If the original payment method is no longer available we will issue store credit for the same amount or arrange an alternative on request. Taxes are refunded with the product price. Restocking fees, return freight and non-refundable shipping charges are deducted. We are not responsible for third party costs such as installation labour, permits or currency conversion fees.

Nothing in this policy limits your rights under applicable Canadian federal and provincial consumer protection legislation, including implied and legal warranties that goods are of acceptable quality, match their description and are fit for their intended purpose. Where this policy conflicts with a right you have under the law of your province, the law applies. This policy is otherwise governed by the laws of the Province of Ontario and the federal laws of Canada applicable in Ontario.

10087122 Canada Ltd. operating as Aluminum Pergola
5155 Spectrum Way, Unit 28
Mississauga, ON L4W 5A1, Canada
Email: saels@aluminumpergola.ca
Phone: 647-905-6459
Hours: Monday to Friday, 9:00 AM – 5:00 PM (Toronto time, ET)