🧾 Overview
At Hanso, each pergola is custom-built to order based on your selected model, size, and accessories.
To maintain efficient production and fair handling for all customers, our cancellation and restocking policies follow specific timelines.
▼ Restocking Fee Schedule
Order Stage | Policy | Fee |
Within 7 days of purchase | Cancellation accepted | ✅ No fee |
After 7 days (before shipment) | Order is in production | ⚠️ 15% restocking fee |
After shipment | Order has left warehouse | ❌ 15% restocking fee + return freight cost |
💡 Example:
If you cancel a Pro+ Pergola 10 days after ordering, a 15% restocking fee will apply.
If your order has already shipped, you’ll be responsible for both return freight and the 15% restocking fee.
▼ Why a Restocking Fee Applies
Once production begins, materials and labor are allocated specifically to your order.
The restocking fee helps cover:
Material and fabrication costs
Labor and handling expenses
Freight coordination and packaging preparation
▼ Refund Processing
Approved refunds are issued to your original payment method once:
The cancellation is approved, or
Returned goods have been received and inspected (for shipped orders)
⏳ Refund timeline: typically processed within 5–10 business days after confirmation.
🧾 Note: Shipping, handling, or installation fees (if any) are non-refundable.
▼ Return Freight Responsibility
If your order has already shipped, return freight costs are the customer’s responsibility unless otherwise approved by Hanso.
All returns must:
Be in original packaging
Include all components and accessories
Pass inspection for resale condition
If any part is missing or damaged, the associated cost will be deducted from your refund.
⚠️ Important Notes
Orders older than 30 days from delivery may not qualify for return.
Custom or special-order configurations are final sale once production begins.
White-Glove Installation fees are non-refundable once scheduled.
Refunds are processed only after written confirmation from the Hanso Support Team.
💬 Need Assistance?
If you’re unsure which stage your order is in or want to estimate your applicable fee:
📞 Call: +1 (760) 691-2611
📩 Chat or Email: Contact Support or Sales through our website or live chat for personalized help with your cancellation or refund request.