Order policy
Shipping & Returns
Every project is quoted in writing. The accepted quote and order confirmation define the actual shipping scope, schedule, and return terms.
Effective August 9, 2026
1. Quote-based ordering
Max Pergola does not take payment through an online checkout. The website configurator creates a project reference, not an accepted order. Pricing, specifications, production scope, estimated schedule, freight, duties, taxes, unloading, delivery access, installation, and exclusions are confirmed in the written quote and order documents.
2. Worldwide DDP shipping
Orders can be quoted factory-direct from Chongqing under Delivered Duty Paid (DDP) terms to supported destinations worldwide. A route review requires the destination country, postal code or city, complete receiving address, shipment size, site-access conditions, and unloading plan. The written quote identifies the included duties and taxes, unloading responsibility, route restrictions, access requirements, exclusions, and actual ship-from location.
DDP availability is destination- and route-specific. Regional inventory may supplement the factory route for confirmed standard stock, but it is not guaranteed. The accepted order confirmation—not a general website statement—controls the fulfillment route and commercial scope.
3. Shipping estimates and delays
Any production, departure, transit, or delivery date is an estimate unless the accepted order expressly states otherwise. Schedules may be affected by drawing approval, payment, production, inspections, port operations, customs, carriers, weather, site access, and other conditions.
Max Pergola will use a reasonable basis for any stated shipping estimate. If we cannot ship within the applicable promised period, we will notify the customer and provide the option to consent to the delay or cancel the unshipped order for a prompt refund where required by applicable law.
4. Delivery access and unloading
Pergola components may arrive in long or heavy export packaging. Before accepting the quote, the customer must disclose access limits that may affect the carrier or unloading plan, including narrow roads, gates, overhead restrictions, slopes, appointment requirements, residential restrictions, and the availability of suitable unloading equipment.
Liftgate service, forklift or crane service, inside delivery, storage, redelivery, installation, and disposal of packaging are included only when stated in writing.
5. Inspecting the delivery
Inspect the packaging and piece count at delivery whenever it is safe to do so. Record visible damage or shortages on the carrier's delivery receipt before signing, take clear photos, keep the packaging, and contact Max Pergola promptly. Concealed damage should be reported as soon as it is discovered. Carrier deadlines may affect a freight claim.
6. Changes and cancellations
Submit change or cancellation requests in writing. Approval and any applicable charge depend on the order stage and the accepted order terms. Once drawings are approved, materials are committed, or production begins, the customer may be responsible for completed work, purchased materials, cancellation costs, storage, or other nonrecoverable expenses.
7. Returns
Do not ship any product back without written return authorization and instructions from Max Pergola. Except where required by law or expressly stated in the accepted order, custom-made, cut-to-size, configured, installed, modified, used, or clearance products are not returnable for convenience.
An authorized return must be complete, properly protected, and in the condition specified in the authorization. The authorization will identify the return location, deadline, freight responsibility, inspection criteria, and any permitted restocking or repair charges.
8. Damaged, incorrect, or defective items
Contact us promptly with the order reference, affected part numbers, a description of the issue, and clear photos or video. Do not discard, install, alter, or repair an affected item unless instructed. After review, the available remedy may include replacement parts, repair instructions, a credit, or another remedy required by the order documents or applicable law.
9. Refunds
Approved refunds are issued to the original payment method or by another agreed method. The amount and timing depend on the reason for the refund, the order stage, returned-product inspection, nonrecoverable costs permitted by the order, and applicable law. When a full refund is legally required for unshipped merchandise, it will include the amounts required by law.