Return and Refund
Returns policy for unwanted goods
1) The goods must be returned to us within 30 days of the purchase date. Returns of unwanted goods outside of the first 30 days of purchase will not be refunded. If you wish to return your goods, please contact us by email to begin the return process. You are required to return the goods at your own expense and email us with tracking info for proof of return. Refund will be issued once we have received and inspected the goods. This will exclude postage costs incurred by us for the original delivery with a restocking fee applied.
- The sizes of all gazebos are rounded and may differ in measurements between models by a few centimetres. Gazebos or parts purchased with the intention of being used with an incorrect model or with Non-Hercules Gazebo products unfortunately will not be acceptable for return. Please contact us for any advice prior to purchasing if you require further clarification of any product measurements.
- Bespoke printed items are exempt from the 30 day returns policy, due to their personalised nature. Once we have received final approval of designs and printing has begun, we can no longer accept any request to cancel and we will be unable to accept these items back.
2) Goods must be returned within 7 days of notifying us your intent to return. Goods must be returned unused, in the original packaging and condition as received. Once the goods have been received back, we will email you to confirm arrival and our packing team will inspect the condition of the goods. If goods are found to have been used and/or in a condition not fit for resale then we may enforce a devalue charge. This will depend on the condition of the item which will be deducted from the refund total. Based on condition of returned goods, we reserve the right to refuse to accept the goods from the courier on arrival, or upon inspection refuse a refund and instead make the goods available for you to collect back.
3) You have a duty to take care of any goods whilst they are in your possession.
4) We will not accept responsibility for lost or damaged goods during return. We advise to return the goods via tracked delivery and use suitable packaging.
Return and Refund policy for defective or damaged goods.
The following details all information regarding our returns policy:
1) Damaged, defective or missing goods in your order when received must be informed to us via email within 14 days of purchase date. We will not accept any claims made after this time period. DO NOT dispose of any of these goods before reporting the issue to us, as we may request that the item is returned to us first.
2)We may offer to replace any goods or parts damaged on arrival where possible. We reserve the right to provide a replacement part rather than exchange the whole item on any products that are designed with easily replaced parts. Replacements of damaged goods or parts may be rejected within 30 days of purchase and instead returned back to us for a refund. After 30 days, we reserve the right to provide replacement parts where possible rather than a return for refund. Rejected goods due to damage on arrival must be returned unused, in the original packaging and condition as received.
3) Once the goods have been received back, we will email you to confirm arrival and our packing team will inspect the condition of the goods. If goods are found to have been used and/or in a condition not fit for resale then we will enforce a devalue charge, dependent on the condition of the item. You will also therefore be liable for any costs incurred to us returning the goods. Any applicable devalue charge and/or incurred return costs will be deducted from the refund total.
4)Upon inspection, if the goods are found not to be defective or the damage is caused by misuse, accidental damage or wear and tear, you will be liable for any costs incurred to us returning the goods. The incurred return costs and/or any applicable devalue charge will be deducted from the refund total.
5) We may ask further questions relating to the goods. Please provide as much detail as possible so that we can give advice on the use of the goods to possibly avoid the unnecessary need to return them.
For any questions or further advice regarding returns, please contact us through our contact page.
