Product Warranty

Product Warranty

OutdoorHavens, a trading name of OutdoorHavens Living UK Limited, with its registered office at 61 Bridge Street, Kington, United Kingdom, HR5 3DJ (Company Number 17333657) ("OutdoorHavens", "we", "us"), provides this warranty to the original purchaser ("Customer").

This Warranty applies only to the original retail purchaser of an OutdoorHavens product purchased in the United Kingdom. All warranty periods commence from the date the goods are first delivered.

Warranty Periods

We offer different levels of warranty coverage depending on the product purchased.

3-Year Warranty — Premium Products

The following products are covered by our extended 3-year warranty:

  • OutdoorHavens Solid Roof Polycarbonate Pergola

  • OutdoorHavens Electric Louvered Pergola

This extended warranty reflects our confidence in the engineering and build quality of our premium pergola range.

Coverage applies for 36 months from the date of delivery.

Custom Collection Warranty

The following Custom Collection pergolas include:

  • 10-Year Structural Frame Warranty

  • 2-Year Motor Warranty

Applicable models:

  • H180

  • Z200

  • ZMS240

Coverage begins from the date of delivery.

Please refer to the Custom Collection Warranty Details section below.

12-Month Warranty — Standard Products

All other OutdoorHavens products, including outdoor furniture, lighting, fire pit tables and accessories, are covered by a 12-month manufacturer's warranty from the date of delivery.

Where products or components are repaired or replaced under warranty, the original warranty period continues. The warranty does not restart.

What Is Covered

This warranty covers manufacturing defects in materials or workmanship present at delivery or occurring during the applicable warranty period.

Examples include:

  • Structural defects affecting frames, beams, posts or primary load-bearing components.

  • Manufacturing defects affecting aluminium, steel, hardware or supplied materials.

  • Powder coating failure including peeling, flaking or corrosion under normal residential use.

  • Faulty motors, louvre systems or mechanical operating components.

  • Missing or defective assembly hardware supplied with the product.

What Is Not Covered

Improper Installation or Misuse

This warranty does not cover:

  • Incorrect installation.

  • Failure to follow installation instructions.

  • Unauthorised alterations or repairs.

  • Commercial or unintended use.

Normal Wear & Tear

This warranty does not cover:

  • Natural fading or weathering.

  • Minor cosmetic scratches.

  • Surface marks that do not affect functionality.

  • Fabric deterioration caused by prolonged UV exposure.

Environmental Damage

This warranty excludes damage caused by:

  • Extreme weather beyond the product's design limits.

  • Flooding.

  • Fire.

  • Lightning.

  • Storm damage.

  • Vandalism.

  • Chemical exposure.

  • Corrosive environments.

  • Pests or biological growth.

Lack of Maintenance

Damage resulting from:

  • Failure to follow maintenance guidance.

  • Debris build-up.

  • Standing water.

  • Neglect.

Accidental Damage

Including:

  • Impact damage.

  • Dropped components.

  • Damage from falling trees or branches.

  • Mishandling during installation.

Unsuitable Installation Surfaces

This warranty does not cover products installed onto foundations or surfaces that fail to meet the installation requirements supplied with the product.

Custom Collection Warranty Details

Our Custom Collection pergolas carry split warranty periods to reflect their different components.

Aluminium Frame

Covered for 10 years against structural manufacturing defects.

Motor

Covered for 2 years against manufacturing defects affecting the motorised roof system.

Where a motor fault is confirmed during the warranty period, replacement motors will be supplied free of charge.

Following expiry of the motor warranty, replacement motors remain available to purchase. Customers will be responsible for the replacement motor and shipping costs.

As with all OutdoorHavens warranties, damage caused through misuse, incorrect installation or normal wear is excluded.

Making a Warranty Claim

Step 1 – Contact Us

Please notify us as soon as reasonably possible and no later than 30 days after discovering the issue.

Email:

support@outdoorhavensliving.com

Telephone:

+44 7464 884112

(WhatsApp support available)

Step 2 – Provide Supporting Information

Please provide:

  • Proof of purchase.

  • Photographs or videos showing the issue.

  • Wide-angle photographs showing the installed product.

  • Product labels or serial numbers where applicable.

  • A brief description explaining when the issue first occurred.

Step 3 – Do Not Carry Out Repairs

Please do not dismantle, modify or repair the product before contacting OutdoorHavens.

Unauthorised repairs may invalidate this warranty.

Step 4 – Assessment

Following assessment, OutdoorHavens may choose to:

  • Repair the product.

  • Replace the affected component.

  • Supply replacement parts.

  • Replace the complete product.

  • Offer an appropriate refund or credit where repair or replacement is not practical.

We aim to acknowledge warranty claims within 14 days and resolve approved claims within 30 days, although more complex cases may take longer where replacement components require manufacturing.

Additional Information

Colour Matching

Replacement components may vary slightly in colour due to manufacturing improvements or production batches.

This does not constitute a manufacturing defect.

Product Improvements

OutdoorHavens continually improves its products.

Replacement parts may therefore differ slightly from the original specification while remaining fully compatible wherever reasonably possible.

Disposal of Defective Products

Unless specifically requested by OutdoorHavens, customers should not return or dispose of defective products.

Where appropriate, replacement parts will normally be supplied without requiring return of the original component.

Outstanding Payments

Warranty services may be suspended whilst undisputed outstanding balances remain unpaid or where a customer-initiated payment dispute or chargeback remains unresolved.

Your Statutory Rights

This warranty is provided in addition to your statutory rights under UK consumer law, including the Consumer Rights Act 2015.

Nothing contained within this warranty limits or excludes your legal rights relating to faulty, damaged or incorrectly described goods.

Limitation of Liability

Nothing within this warranty limits or excludes liability for:

  • Death or personal injury caused by negligence.

  • Fraud or fraudulent misrepresentation.

  • Any liability that cannot legally be excluded under English law.

OutdoorHavens shall not be liable for indirect or consequential losses including:

  • Loss of earnings.

  • Missed installation appointments.

  • Loss of use.

  • Loss of profit.

  • Wasted time associated with warranty claims.

Business Continuity

Should OutdoorHavens Living UK Limited cease trading or enter formal insolvency proceedings, this warranty may no longer be capable of being honoured.

Nothing within this clause affects any statutory rights available under UK consumer legislation.

Governing Law

This warranty shall be governed by the laws of England and Wales.

Customers resident in Scotland or Northern Ireland may alternatively bring proceedings within their local courts where permitted by law.

Contact Information

Email:

support@outdoorhavensliving.com

Telephone:

+44 7464 884112

(WhatsApp support available)

Business Hours:

Monday–Friday

9:00am–5:00pm (UK Time)

Typical Response Time:

Within 24 hours (Monday–Friday)

Company Information

OutdoorHavens

A trading name of OutdoorHavens Living UK Limited

Company Number: 17333657

Registered Office:

61 Bridge Street

Kington

United Kingdom

HR5 3DJ

Last Updated: July 2026

© 2026 OutdoorHavens Living UK Limited. All rights reserved.