Troubleshooting

If you receive a slightly damaged product, please write DAMAGED or MISSING PARTS on the BILL OF LADING (BOL) or RECEIPT when signing for the delivery. If you receive a pergola that is completely damaged, please refuse to accept the product. Please take photos of the damage as it will help upon arranging you the necessary replacement or repair.

You must be present at the time of delivery to receive and inspect your shipment. It is important to be as detailed and descriptive as possible on the delivery receipt that the delivery driver will give you before you sign for your items. A signature indicates acceptance. If you sign without inspecting the box or its contents, then you are accepting the shipment "as is." We will not be able to file a damage claim with the shipper on your behalf unless you notate any damages at the time of delivery. If the box is compromised in any way, please notate "box damaged, exposed product, damage to product" on the delivery receipt. Any damages must be reported to our customer service department within 5 days of receipt of the item. If there are any damages or missing pieces, please note this on the delivery. If the box/packaging are not available for your inspection, be certain to note that on the delivery receipt. Remember that if you sign the delivery receipt without notating damages, we cannot be responsible for assisting you in the repair or replacement of the merchandise.

If you find damaged parts during the shipment, please report it within 14 days after your pergola arrives. The insurance company will not accept any claim after 14 days.

Please identify all damaged parts, and we will send replacement parts. Shipping cost is included for the first replacement. If more damaged parts are identified after the first shipment, we will need to ask you to pay for the shipping as shipping over length and heavy items are costly.

Your item must be in NEW condition with original packaging and shipping ready condition to be returned within 30 days from the date you receive it, unless there is a manufacturer defect. And please email us your request to our email: hello@bonpergola.com

Return Shipping: Customers are responsible for return shipping fees unless manufacturer defects or shipping damages.

Restocking fee (if returned): All items are subject to a minimum 15% restocking fee. We do not refund shipping and handling fees.

Transaction fee: we will not be able to return the transaction fee as our payment company (Stripe.com) will not return any transaction fee to us.

Labor: Please note, we will not be able to refund any of the labor from your side.

You must be present at the time of delivery to ship your shipment. It is important to be as detailed and descriptive as possible for the photo taken on the condition that is going to return to us to avoid possible confusion on the possible damage that could occur during transportation.

NOTE: CUSTOM UNIT IS NOT ABLE TO RETURN AS IT IS CUSTOM MADE DEDICATED JUST FOR YOUR PLACE!

Villa Pergola:

Situation A: it is often that the screw and nuts are too tight in between the louver and the connecting pieces on the top. Remove the driver louver connecting section with the motor and test if the louver can be open and close smoothly and easily by hands. If not, they have to be loosen to not give too much friction to the motor.

Situation B: if the motor was working and stopped working, please check if the power is going through the wire to the motor with a simple voltage pen. (Meanwhile, please make sure the remote is blinking blue (so it has power)). Please also check if the motor still trigger a beep sound (very little so you might need to be next to it to hear it) when unplug and replug in. If you can still hear the beep sound, you might simply need to reprogram it by following the instruction page.

If else, please email us.

Weatherproof Pergola:

Check if you are on the correct louver channel which should be the center bottom. Please also check if the light will be able to turn on or not. Please also check if the power is going through the wire to the motor with a voltage pen.

If else, please email us.