🧾 Overview
Each Hanso pergola is carefully packaged, inspected, and secured for shipment.
However, due to the size and handling involved in freight delivery, minor transit issues can occasionally occur.
If you discover a missing or damaged part, please follow the steps below so our team can assist right away.
▼ Step 1 – Inspect Your Shipment
After receiving your pergola, unbox and check each item against your packing list or delivery summary.
You’ll typically receive multiple boxes or pallets containing:
Structural frame components
Louvers and motorized parts (if applicable)
Hardware kits and fasteners
✅ Confirm:
All boxes listed in your shipping email are present
Each box contains the correctly labeled parts set
If you notice missing, incorrect, or damaged parts, continue to Step 2.
▼ Step 2 – Gather Information
Before contacting Support, please prepare:
Your Order Number
A description of the missing or damaged part (include part label if available)
Photos showing:
The affected part or area
The box label (with barcode)
Any visible packaging damage
The full pallet, if relevant
💡 Tip: Combine all affected parts into one message to help us process faster.
▼ Step 3 – Report to Hanso Support
Once your documentation is ready, contact our After-Sales team:
📞 Call: +1 332 334 8774
📩 Email: [email protected]
▼ Step 4 – Replacement & Resolution Process
After we receive your report:
Verification – Our team confirms part numbers and reviews documentation.
Approval – Once verified, replacement parts are scheduled for shipment.
Notification – You’ll receive a tracking email once replacements are dispatched.
⏱️ Typical Resolution Time: 5–10 business days after complete documentation is received.
▼ Important Notes
Report visible damage or missing parts within 7 days of delivery.
Keep all original packaging until your case is resolved.
Hanso covers shipping costs for verified replacement claims.
Incomplete or unclear claims may require further verification.
Please do not dispose of or attempt repairs before contacting Support.
⚙️ Repeat Part Requests
If this is a follow-up or repeat shipment, our team will review your previous case to confirm details and prevent duplicate deliveries.
Additional photos or verification may be requested.