Each Hansø pergola is made to order, built specifically to your selected model, size, color, and configuration.
We understand that plans can change. You may request changes or cancel your order, subject to the timelines and terms outlined below.
Editing Your Order
You can request changes to your order before or during production.
What to Know
Changes may be requested even after production has started.
If your order is changed, your estimated production timeline will restart from the date the updated order is confirmed.
There is no fee for standard changes that do not affect your pergola model or size.
If you upgrade or switch to a different model, size, version, or configuration, you will be responsible for any difference in price.
Tip: Review your order confirmation as soon as you receive it. Double-check your pergola's size, color, configuration, and accessories so any necessary changes can be requested as early as possible.
How to Request a Change
If you need to update your order, contact our Sales or Support team as soon as possible.
Phone: +1 332 334 8774
Live Chat: Start a chat with our team through our website
Email: Reply directly to your order confirmation email
What to Include
To help us process your request quickly, please provide:
Order number
Requested change, such as color, size, or accessories
Upgrade or configuration details, if applicable
Once your request is reviewed, our team will confirm the updated order details, estimated production timeline, and any price difference before the change is finalized.
Canceling Your Order
Cancellation terms depend on when your request is made.
When You Cancel | Cancellation Terms |
Within 7 days of purchase | No cancellation fee |
More than 7 days after purchase, before shipment | 15% restocking fee |
After shipment | 15% restocking fee plus return shipping costs |
How Cancellation Works
Contact Sales or Support as soon as possible and provide your order number.
We'll review your order status and confirm the applicable cancellation terms.
Once the cancellation is approved, we'll calculate and process your refund according to the applicable policy.
Eligible refunds are generally returned to the original payment method. Any previous credits, reimbursements, or other adjustments associated with your order may be handled separately and reflected in the final refund calculation.
Important Information
An order may be considered in production once materials or components have been allocated.
Original shipping, handling, and applicable return shipping or freight charges may not be refundable.
Certain custom or special-order upgrades may become nonrefundable after the first 7 days.
Changing an order during production may restart the estimated production timeline.
Refund timing may vary depending on the order status, return requirements, and payment method.
Need Help?
If you'd like to update, upgrade, or cancel your order, or simply confirm your current order status our team can help.
Phone: +1 332 334 8774
Chat or Email: Contact Sales or Support through our website, live chat, or your existing order email.