Returning an Installed Item
For items we assembled at your home — gazebos, sheds, pergolas, large fitness equipment — the return story is different. We're honest about why: once it's built, it's used. No change-of-mind returns. Defects are handled, but on our terms.
No change-of-mind returns on installed items
We do not disassemble a gazebo, shed, or pergola that our crew built for you. Once it's up, it's up. This is deliberate — we price the installation option knowing it's final-configuration. If you're unsure about fit, layout, or color before we come out, pause the install and call us at (562) 568-8883.
If your installed item has a defect
Email photos + your order number to [email protected] within 48 hours of installation completion. We resolve it at no cost to you — and we choose the path, in this order, taking the first that reasonably fixes it. (Most claims start with a quick phone troubleshoot: many "defects" are a misunderstood instruction or a simple adjustment, and a tech walks you through it usually within 24 hours.)
- 1
Replacement parts shipped to you
Bent bracket, missing hardware, damaged roof panel — we ship parts from the manufacturer or our warehouse. You swap them yourself, or we send a crew if the repair needs two people. Free on a timely claim, typically 3-7 days to deliver.
- 2
Repair — we service what we installed
Our crew comes back and fixes it on-site — re-squaring a frame, swapping a panel, re-anchoring. At no cost to you on a timely claim.
- 3
Replacement unit
If parts and repair can't fix it, we replace the unit with the same or better grade.
- 4
Partial refund or store credit — keep the item
When the defect is cosmetic or functional-but-livable, we offer a partial refund or store credit reflecting the diminished value and you keep the item. Amount depends on severity — the most common resolution when parts aren't available.
If our fix doesn't resolve the problem within 30 days of your timely report, you get a refund.
Last resort: customer-disassembled return
When troubleshooting, parts, and partial refund all fail, there is one last path. We're listing it for transparency, not recommending it.
You disassemble the item back to its components. Break it down, palletize or box the parts, and stage them accessible at your address.
We schedule a crew pickup at our standard re-delivery fee ($59–$150, priced by distance).
We inspect at the warehouse. Disassembled components almost always come back damaged (stripped hardware, bent connectors, torn fabric) — expect the higher end of the restocking band, 25–30%.
On a $2,000 item, this path typically nets you a ~$1,100 refund after restocking and pickup fee. A partial refund to keep the item is almost always the better financial outcome. Call us at (562) 568-8883 before starting.
FAQ
Why can't I return an item you installed?
Installed items — gazebos, sheds, pergolas, large fitness equipment — are functionally used once assembled on-site. Disassembly is labor-intensive and often damages components (zip ties cut, hardware stripped, roof panels bent during removal). Even if we could disassemble, the item wouldn't come back to us in resellable condition. The economics don't work for a change-of-mind return. We make this clear before you book the installation option at checkout.
What if the item has a defect after installation?
We handle it, at no cost to you — and we choose the path, taking the first that reasonably fixes it. (1) Replacement parts — bent brackets, missing hardware, a damaged roof panel — ship from the manufacturer or our warehouse; most claims start with a quick phone troubleshoot, since many "defects" are a misunderstood instruction or a simple adjustment. (2) Repair — our crew comes back and services what we installed. (3) A replacement unit of the same or better grade. (4) A partial refund or store credit to keep the item — when the defect is cosmetic or functional but livable. Email photos to the returns address within 48 hours of installation completion. If our fix doesn't resolve the problem within 30 days, you get a refund.
What if I really want to return it?
The only path — and it needs our written authorization first — is: you disassemble it back to components and palletize/box it yourself, and we schedule a pickup at our standard re-delivery fee ($59-150 priced by distance). We inspect condition on arrival at the warehouse — if components are damaged from the disassembly (which is common), the restocking fee will be on the higher end, 25-30%. Honestly, this is not a good deal for you. If you're considering it, call us at (562) 568-8883 first and we'll see if a partial refund or swap makes more sense.
Does the 48-hour defect window still apply?
Yes — 48 hours from the completion of installation, not from when the truck arrived. If our crew installed on Monday afternoon, you have until Wednesday afternoon to flag any defects or completeness issues. Photograph everything during and after installation, walk the crew through it before they leave, and email photos promptly if anything's off.
What counts as 'delivery + installation' exactly?
Any fulfillment option that includes on-site assembly by our crew. Typical examples: gazebos, carports, tool sheds, pergolas, trampolines, large fitness equipment like treadmills and home gyms. If you picked 'Delivery + Installation' at checkout, this page applies. If you picked plain 'Local Delivery,' you're on the local-delivery returns page.
Defect with your installation?
Email photos and your order number within 48 hours of install completion. We respond same business day.