Returns & warranty

30-day returns

If a product is not right for you, you may return it within 30 days of delivery for a refund. It must be unused, disassembled and repacked in its original cartons. Email [email protected] with your order number and we will issue a return authorisation and label. Return shipping on a change-of-mind return is deducted from the refund; if the product was faulty or damaged, we pay it.

Free replacement parts for 90 days

This is the policy we care about most. If a part is missing, damaged or does not fit, please do not return the whole product. Email us the part letter printed in your manual and we will ship a replacement free of charge within 48 hours, for 90 days after delivery. No return, no proof beyond a photograph, no argument.

Two-year warranty

The timber frame and metal hardware carry a two-year warranty against manufacturing defects, structural failure and finish failure under normal outdoor use. The warranty covers free replacement parts or, where a repair is not practical, replacement of the product.

It does not cover normal weathering of the wood finish, damage caused by an animal chewing the structure, storm or flood damage, or a product that has been modified.

Refunds

Refunds are issued to the original payment method — PayPal or bank account — within 5 business days of the returned goods arriving at our warehouse. All refunds are made in US Dollars.