Each Hansø Home pergola is built to order based on the model, size, configuration, and accessories selected at purchase. Because materials, inventory, and production resources are allocated to each order, cancellation and return fees depend on how far the order has progressed.
Certain exceptions may apply, including an extended cancellation window for customers awaiting HOA or permit approval.
Read Returns and Refund Policies Here
Cancellation & Restocking Fees
The fee that applies depends on when the cancellation is requested:
Order Stage | Policy | Fee |
Within 7 days of purchase | Cancellation accepted | ✅ No restocking fee |
After 7 days, before shipment | Order has entered production or fulfillment | ⚠️ 15% restocking fee |
After shipment | Order has left the warehouse | ❌ 15% restocking fee + return freight costs |
Example: If you cancel your Pro+ Pergola 10 days after placing the order but before it ships, a 15% restocking fee will apply.
If the order has already shipped, the 15% restocking fee and applicable return freight costs will be deducted from your refund.
Why Is There a Restocking Fee?
Once an order moves into production, Hansø begins allocating materials, labor, inventory, and fulfillment resources specifically to that order.
The 15% restocking fee helps cover costs associated with:
Materials and fabrication
Labor and handling
Packaging and fulfillment preparation
Inventory and freight coordination
HOA & Permit Approval Exception
If your purchase depends on HOA or permit approval, you may have up to 30 days from the date of purchase to request a cancellation related to an approval issue.
Contact Hansø Support as soon as possible if your HOA or permit application is denied or you encounter an approval issue so our team can review your order and applicable cancellation terms.
If Your Order Has Already Shipped
Once an order has left the warehouse, it is considered shipped. In addition to the applicable 15% restocking fee, the customer is responsible for return freight costs unless otherwise approved by Hansø.
Returned products must:
Be returned in their original packaging
Include all components and accessories
Be received in a condition suitable for inspection and resale
If components are missing or products are damaged, additional costs may be deducted from the final refund amount.
Orders more than 30 days from delivery may no longer qualify for return.
Refund Processing
Approved refunds are generally issued to the original payment method after:
The cancellation has been reviewed and approved; or
For shipped orders, the returned products have been received and inspected.
Refunds are typically processed within 10–14 business days after confirmation.
Please note that applicable shipping, handling, return freight, or installation fees may be non-refundable.
Important Exceptions
Custom or special-order configurations may be considered final sale once production begins.
Professional Installation fees are non-refundable once the service has been scheduled or applicable installation services have begun.
All cancellations and refunds are subject to review and require written confirmation from the Hansø Support Team before they are considered approved.
💬 Need Help With Your Order?
If you're unsure whether your order is still within the cancellation window, has entered production, or has already shipped, contact Hansø Support. Our team can review your order status and explain any applicable fees before your cancellation or return is finalized.
📞 Call: +1 332 334 8774
📩 Chat or Email: Contact Hansø Support through our website or live chat.