Refund policy

Return & Refund Policy

We want you to feel completely confident when purchasing from OutdoorHavens. Every pergola and pod we sell is a Custom Collection build, made to your exact specification — frame, size, colour, and accessories — and this policy explains exactly where you stand at each stage of that process.

Custom Orders and Your Right to Cancel

Because every OutdoorHavens pergola and pod is built to your individual specification, it is treated in law as bespoke, personalised goods. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, goods made to a customer's specification or clearly personalised are exempt from the standard 14-day statutory "cooling-off" cancellation right that applies to off-the-shelf products.

This means that once your build has moved into production, your order cannot be cancelled or returned simply for a change of mind. However, you are fully protected at every stage before that point, and if anything arrives faulty or damaged, that is a separate matter entirely and is always covered — see "Faulty or Damaged Items" below.

How Your Order Is Confirmed

You confirm your build specification with us via consultation or WhatsApp
We prepare a 3D concept visual of your pergola or pod for your review
Once you're happy with the 3D mock, a 50% deposit secures your production slot
A full engineering CAD drawing is then produced, showing the final dimensions, structure and specification
Production begins only once you have reviewed and approved the CAD drawing in full
The remaining 50% balance is due before shipment

Deposit & Cancellation

Payment of your deposit confirms your order and secures your place in the production schedule. As your build is made to your specification, deposits are non-refundable once paid.

Before that point, you're protected at every stage: the 3D mock is provided for your approval before any payment is taken, and your CAD drawing can still be revised after the deposit is paid. Production is never scheduled until you have reviewed and approved every detail.

If you wish to cancel after paying your deposit but before production has started, please contact us as soon as possible — we will do what we can to accommodate this, though the deposit itself remains non-refundable in line with the terms above.

Cancellations after dispatch: once your order has been dispatched, it can no longer be cancelled and any issue is handled under "Faulty or Damaged Items" below, not as a cancellation.

Faulty or Damaged Items

All Custom Collection shipments — pergolas and pods alike — are fully insured for the duration of transit. If your item arrives with a manufacturing fault or damage in transit:

Please notify us within 48 hours of delivery
Provide clear photographs of:
- The damage or fault
- The outer packaging

Once reviewed, we will assess the issue and arrange an appropriate resolution, which may include replacement parts, a replacement unit, or a full refund — with shipping costs for any replacement covered by us, so your installation isn't delayed.

We work closely with our suppliers to resolve issues quickly and fairly. For full details on reporting delivery issues, please see our Shipping & Returns Policy. For warranty terms on your Custom Collection build, please see our Warranty Policy.

Items That Cannot Be Returned

Because every order is bespoke and made to your specification, the following cannot be returned unless faulty:

Any Custom Collection order — pergola or pod — once production has begun
Items that have been damaged by incorrect installation or misuse
Items that have been assembled, installed, or used beyond reasonable inspection

If you are unsure about your specific order, please contact us before assuming an item can or cannot be returned.

Your Statutory Rights

This Refund Policy is in addition to your statutory rights under UK consumer law, including the Consumer Rights Act 2015. Nothing in this policy affects your legal right to:

A refund, repair, or replacement if goods are faulty or not as described
Protection against unfair terms

The bespoke-goods exemption described above relates specifically to the right to cancel for convenience — it does not remove or reduce your rights if goods are faulty, damaged, or not as described. For more information on your legal rights, contact your local Citizens Advice Bureau or Trading Standards office.

Contact Us

If you have any questions about this Refund Policy or need assistance with your order, please contact us:

Email: support@outdoorhavensliving.com

Phone: +44 7464 884112 (WhatsApp support available)

Business Hours: Monday–Friday, 9am–5pm (UK time)

Response Time: Within 24 hours (Mon–Fri)

Company Details

OutdoorHavens Living UK Limited

Company Number: 17333657

Registered Office: 61 Bridge Street, Kington, United Kingdom, HR5 3DJ