Refund policy

At Framola, we want you to be completely satisfied with your purchase. If you need to return your order for any reason, please follow the guidelines below:

  1. Return Window: You may return your order within 30 days of receiving it, except in cases of damage or defects.

  2. Condition of Returned Items: Returned items must be in as-new condition and in their original packaging to be eligible for a refund.

  3. Restocking Fee: A 15% restocking fee will be applied to all eligible returns.

  4. Return Shipping: Customers are responsible for return shipping costs. Pergola brackets are large, heavy, and made of powder-coated steel, so they must be packed with sufficient bubble wrap and securely fastened with other pieces to prevent damage during return shipping. Refunds will not be issued for items damaged due to inadequate packaging.

  5. Process for Returns: Please contact us to receive a return shipping label with an affixed RMA (Return Merchandise Authorization) number. Refunds will not be processed for items returned without prior contact and an RMA number.

  6. Refund Process: Once we receive your returned items and verify that they are in as-new condition, we will process your refund minus the restocking fee and return shipping costs. Refunds will be issued to the original payment method.

  7. Damaged or Defective Items: Please note that our return policy excludes items that are damaged or defective upon arrival. If your product arrives damaged or incomplete please contact us within 48 hours of receiving your order with a detailed description of the issue along with photos and a copy of your packing slip. We will work to take care of the rest.

Any questions on our return policy, please contact us.