THIS POLICY IS NOT APPLICABLE TO BESPOKE PRODUCTS AND ONLY APPLICABLE TO STANDARD PRODUCTS THAT ARE ADVERTISED ON THE WEBSITE AND PURCHASED DIRECTLY FROM THE WEBSITE OR TELEPHONE ORDERING SYSTEM – ALL BESPOKE PRODUCTS ARE SUBJECT TO THE P&V GENERAL TERMS AND CONDITIONS AND ORDERED THROUGH THE REQUEST FOR QUOTATION PROCESS.

  1. INTERPRETATION
  1. In this policy:

a. “P&V” means Pergolas & Verandas, which is a trading in the style of Furn4 limited;

and

b. “Bespoke” means products that are non-prefabricated and are made to order on the basis of an individual choice or decision by you, or goods that are clearly personalised, or made to your specification, including colour, shape, size, material, configuration etc.; and

c. “Standard Products” means products that are advertised on the website as standard sizes, specifications, colours, shapes, materials or configurations – i.e. not Bespoke.

1.2 For the purposes of this policy products and goods shall have the same meaning.

2. DELIVERY ONLY

2.1 We offer free delivery to most of UK Mainland for Standard Products. For deliveries to remote areas in our postal code exclusion zone P&V reserve the right to charge an additional delivery charge. This charge and the amount of this charge is at the sole discretion of P&V.

2.2 Our delivery team and partners operate as a two-man team to ensure your product is delivered safely to your delivery address.

2.3 You will be contacted shortly after placing your order by our logistics team who will confirm whether the product is in stock and available and agree a dispatch and delivery date. Subject to the availability of the product and the delivery location, most deliveries will be completed between 5 and 25 working days. P&V reserves the right to charge a re-delivery fee if a delivery/installation slot is missed without prior agreement. P&V also reserves the right to charge a re-delivery fee if a delivery slot is cancelled within 7 working days of the original agreed delivery date.

2.4 If there is no one available to accept delivery on the delivery date, then prior agreement is required, and it is your responsibility to ensure the delivery team can get full access to your property and that you have made P&V aware of a safe and suitable location to leave the goods. P&V cannot be held liable for any damage or loss of goods if it is caused from or because the goods were left in this location.

2.5 Upon receipt of delivery, any damages or defects should be reported to P&V within 48 hours with photographic evidence. P&V will examine any evidence of damage or defect and determine as far as possible who was responsible for the damage or defect and whether the goods should be repaired or replaced and if there is any cost implication.

3. RETURNS PROCEDURE

3.1 We understand that from time to time you may wish to return a product to us. This Returns Policy details the process to enable you to return products and under what circumstances you are entitled to return them. This policy shall apply to all of our customers within Mainland UK but only for Standard Products that were ordered through our website or telephone ordering system.

3.2 In order to take advantage of your rights under this P&V Returns Policy, you are required to notify P&V within 14 days or receipt of the goods.

3.3 It is your responsibility to arrange the return of the goods and all costs associated with the return delivery shall be for your account.

3.4 Products returned under this policy should be delivered or sent to Unit 19 Bordon Trading Estate, Old Station Way, Bordon, GU35 9HH.

3.5 You may request P&V to collect the goods for return.  If P&V agree then a minimum collection fee of £100, (subject to the size of product), plus mileage at £0.45/mile will be applicable.

4.EXCLUSIONS

4.1 The following types of products may not be returned under this policy:

a. the supply of goods which are liable to deteriorate or expire rapidly;

b. the supply of Bespoke Products as defined in section 1. INTERPRETATION;

c. the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons, where such goods have been unsealed by you;

d. any product that has been assembled incorrectly by the customer causing damage to the product;

e. any product that has been damaged during shipment by a third-party carrier that has not been arranged or paid or by P&V;

5. REFUNDS

5.1 Under this P&V Returns Policy you will be entitled to a refund of the price you paid to P&V in respect of the product that is properly returned by you in accordance with this policy.

5.2 You will not be entitled to a refund of the original delivery charges relating to the returned product.

5.3 You will not be entitled to a refund of any costs you incur in returning the product to us.

5.4 If at your request, we collect the returned product then you will not be entitled to a refund of any costs of the collection.

5.5 Refunds will be made using the same method originally used by you to pay for your purchase.

5.6 Refunds will be made to you as soon as possible but, in any event, within 30 days following the date we receive your returned product.

6. IMPROPER RETURNS

6.1 If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:

a. we will not refund the purchase price or exchange the product;

b. we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery or collection of the returned product; and

c. if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product. The destruction or disposal shall be in P&V’s sole discretion without any liability to you.