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Refund policy

This policy applies to pergolas, conservatories, sunrooms, and related outdoor accessories purchased from Cielvero Living / EdgeStart Ltd.

1. Standard-size products and accessories 

For standard-size products bought online, customers may cancel their order within 14 days of delivery, provided the product has not been installed, used, damaged or altered.

Customers must notify us in writing at:

info@cielvero.com

The product must be returned in its original condition and packaging where possible. Return transport costs are the customer’s responsibility unless the product is faulty, damaged or not as described.

Due to the size and weight of our products, collection costs may be deducted from the refund where we arrange collection.

2. Made-to-measure and custom orders

Most conservatories, sunrooms and pergolas are made to order or customised to the customer’s measurements, colour, configuration, roof type, glazing, doors, blinds or other specifications.

For these products, the customer does not have a change-of-mind cancellation right once the order has been confirmed and production has started, unless the product is faulty, damaged or not as described.

This follows the UK rules for goods made to the customer’s specification or clearly personalised.  

3. Order cancellation before production

If the customer cancels before production or procurement has started, we may issue a refund minus any costs already incurred, such as design work, supplier deposits, technical drawings, admin costs or payment processing fees.

Once production, procurement or shipping has started, cancellation is not possible.

4. Faulty, damaged or incorrect products

Customers must inspect the goods on delivery and notify us as soon as possible if anything is damaged, missing, faulty or not as described. Please consult T&C for more details. 

If a product is faulty, not as described or does not do what it is supposed to do, the customer may be entitled to a repair, replacement or refund under UK consumer law.  

Damage should be reported with clear photographs before installation begins. Please consult T&C for more details. 

5. Installation

Once a product has been installed, partly installed, altered, cut, drilled, fixed to a property or adapted, it cannot be returned unless there is a confirmed fault that cannot reasonably be repaired or replaced.

Installation issues caused by incorrect measurements, unsuitable foundations, third-party installers, customer alterations or failure to follow instructions are not covered as product faults. Please consult T&C for more details. 

6. Refund timing

Approved refunds will be processed within 14 days of receiving the returned goods or confirming that a refund is due.

7. Exclusions

We cannot accept returns for:

  • made-to-measure or custom-made items;
  • products already installed or altered;
  • items damaged after delivery;
  • incorrect measurements supplied by the customer;
  • colour or finish differences within normal manufacturing tolerances;
  • delays caused by customs, shipping, weather or third-party carriers.

8. Contact

For returns or refund requests, contact:

Cielvero Living / EdgeStart Ltd
25 Norway Gate, London, SE16 7TR
Email: info@cielvero.com

Contact number and WhatsApp: +44(0)7761886841