Your timber structure and/or furniture is warrantied according to the type of material you choose. All Douglas fir products are warrantied for 10 years if you order it stained or painted. If it is ordered “Unfinished” it is warranted for 5 years. Cedar products are warrantied for 12 years if finished, and 6 years if ordered “Unfinished”.
This guarantees both our craftsmanship and integrity of materials used. We stand behind the quality of our craftsmanship 100%. If your product loses stability or becomes loose within the above described time for the material used, we will send replacement parts or a new product at no cost to you. The wood is guarantied against rot (for the years stated above) if installed properly and according to our step-by-step guidelines.
The warranty, however, does not protect against warping, checking, or cracking of the wood (within reasonable degree, as per EH Pergolas’ management). Minor warping, checking, and/or cracking is to be expected as the wood dries and weathers. We use high grade timbers (click to see more about the quality of materials we use) and lumber to greatly minimize the amount of movement you can expect. Beyond purchasing high grade materials, we screen every piece of wood used, and return those that do not meet our high standard.
Shipping or Fulfillment Error: If you receive the wrong item, please give us a call, and we will ship you the right product at no extra cost. If an item is damaged during shipping, please send us a picture, and we will send you a new piece.
Abnormal Wear: If a furniture or structure component is damaged after installation due to abnormal wear, give us a call and we will provide you with a new component at a reasonable price. There is no reason not to maintain a quality EH piece for years to come.
Cancellation and Return Policy: Non-custom cancellations can be made via email of phone if done before manufacturing begins. Apart from a few accessories, each item we sell is hand crafted to order, and is unique to individual specifications. For this reason, we cannot provide a refund on furniture pieces or timber structures once they have begun the manufacturing process. Manufacturing usually begins the day after payment has been received (for credit cards this is generally 2-3 business days, cash or check depends on mail service used). For most orders, you will receive a call to verify specifications prior to construction. If you would like to make modifications to your structure after it has begun manufacturing please give us a call, and we will do our best to work with you and utilize as many of the pieces already produced to minimize the change order costs. In every case we will do all we can to make sure you are completely satisfied with your order. Our goal is to exceed your expectations!
Timber Structure Custom Orders: For all Pergola, Gazebo, and Pavilion custom orders, we create detailed drawings that you will have the chance to approve prior to manufacturing. These are 3D drawings, which you can view with free software, or we can send you 2D images at different angles. This ensures that every detail and design element is understood clearly, and allows for changes to be made as needed. If you would like a design drawn before you pay for the project, you will be charged $299, and this amount will be deducted from the balance when you purchase the designed structure. A custom structure is one that cannot be created with the options available on the product pages.
If you would like to cancel a custom order after the design has been started, but before manufacturing, you will only be charged the $299 design cost. Refunds on custom orders after manufacturing has begun cannot be given. We will, however, do our best to work with you in every individual case, and do all we can to refund any amount we are able.