Refund policy
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IMPORTANT NOTICE FOR CUSTOM ORDERS: Because every BESITSOL bioclimatic pergola is custom-engineered and manufactured to your exact specifications, standard production begins exactly 24 hours after order placement. We provide a 24-hour penalty-free cancellation window. Beyond this window, custom orders cannot be modified or canceled for non-defective reasons as they cannot be resold.
How to File a Return or Support Request
For products with manufacturing defects, freight damages, or warranty support, please contact our support department directly via email at support@besitsolblinds.com. To process your request efficiently, please follow these steps:
First
Locate your original BESITSOL order number and check the exact delivery date to ensure your claim is within our reporting window.
Second
Contact us at support@besitsolblinds.com. High-resolution pictures or videos of the defect or shipping damage are required for technical diagnosis.
Third
Our team will review your claim within 1 business day. For verified defective or damaged items, we will arrange a return, full replacement, or refund.
1. Order Cancellation & Modifications
To maintain industrial-grade efficiency and rapid lead times, engineering plans are submitted to our manufacturing facility immediately following your purchase.
- Within 24 Hours: You may request a full refund or alter dimensions, colors, and configurations without any fees.
- After 24 Hours: No changes or cancellations can be processed for custom-made shading systems once production begins, unless a manufacturer defect is present upon delivery.
2. Return Eligibility for Defective & Standard Items
We stand behind the quality of our craftsmanship. Returns and refunds are strictly processed under the following eligible conditions:
- Manufacturing Defects & Transit Damage: If your product arrives with structural, mechanical, or technical defects that prevent proper function, it is fully eligible for return, replacement, or a full refund.
- Non-Defective Buyer’s Remorse: Due to the bespoke nature of our custom bioclimatic pergolas, we cannot accept returns or issue refunds for non-defective reasons, such as site measuring errors by the buyer, changes of mind, or unauthorized installation plans.
- Standard Stock Catalog Accessories: Non-customized hardware, extra brackets, or unintegrated controls may be returned within 30 calendar days from delivery. Items must be returned in 100% original, unopened packaging. Eligible stock returns are subject to a 15% restocking fee, and return shipping logistics fees are the responsibility of the buyer.
3. Shipping Damage Protocol
Our heavy-duty outdoor shading structures undergo rigorous quality controls and crate inspections before dispatch. If your shipment suffers severe damage during transit that compromises its structural integrity:
- 7-Day Reporting Window: Any freight damage or missing components must be reported within 7 calendar days of receiving the shipment.
- Evidence Requirements: Buyers must submit clear unboxing videos and high-resolution photographs detailing the damage to both the transport crate and interior components.
- Resolution Plan: Upon verification of transit damage, BESITSOL will immediately arrange for full component replacements or facilitate a return and full refund if the item cannot be restored to perfect working order.
4. Color Discrepancy & Swatch Policy
We engineer our structures with premium coatings scoring high UV lightfastness. Due to variations in digital monitors and screen rendering configurations, slight variations in fabric or frame tones do not constitute a manufacturer defect. To guarantee architectural harmony, we advise consulting our team or checking physical samples before final production.
5. Severe Weather Exclusion
While BESITSOL products feature exceptional tensile strength, heavy snow load capacity, and wind resistance, retractable and louvered systems should be operated responsibly. Our product warranty explicitly excludes damages caused by extreme environmental disasters exceeding rated architectural limits (e.g., hurricanes, tornadoes, severe ice storms). The operator bears liability for closing or retracting systems during inclement weather conditions.