Returns:

At Outdoor Living HQ, we’re dedicated to providing top-notch pergolas and exceptional customer service. If you believe your product is faulty, defective, or doesn’t meet your needs, we’ll be happy to issue a refund.

Here’s how to request a refund:

• Contact us within 7 days of receiving your order: Send an email to info@outdoorlivinghq.com.au. Include your order number and details about the fault or defect.
• We’ll assess the issue and provide return instructions.

Please note:

• We only offer refunds for faulty, defective products, or products that aren’t fit for purpose.
• Returned items must be in their original condition (unused, undamaged, and in original packaging).
• Customers are responsible for return shipping costs, unless the product is defective or damaged upon arrival.
• We do not offer refunds for change of mind or incorrect product selection. It’s your responsibility to choose the right product before ordering.

Damaged or Defective Products:

If you receive a damaged or defective product, contact us immediately. We’ll arrange a free return and issue a refund or replacement, depending on your preference.

We reserve the right to refuse returns that don’t comply with our policy.

Questions? Contact us at info@outdoorlivinghq.com.au. We’re committed to exceptional service and look forward to assisting you!

Shipping Policy:

Outdoor Living HQ is committed to providing our customers with exceptional service and timely delivery of our products. To ensure a seamless shipping process, we have implemented the following shipping policy for all orders shipped within Australia.

Shipping Rates and Times:

Shipping fees will be calculated on a one-by-one basis at checkout and will be based on the delivery address provided by the customer.

We make every effort to process and ship orders within 1-2 business days. However, please note that some orders may take longer to process, especially during peak times.

Once an order has been shipped, customers will receive a confirmation email with a tracking number to track the delivery status of their order. The estimated delivery time will also be included in this email.

Delivery Method:

We work with reputable courier and shipping companies to ensure that our products are delivered safely and efficiently. For smaller items, we use Australia Post or other courier services. For larger items such as Furniture and Firepits, we use specialised freight companies that can handle the weight and size of the products.

Delivery Instructions:

Customers are welcome to provide specific delivery instructions or requirements during checkout. We will do our best to accommodate these requests, but please note that we cannot guarantee that they will be possible in all cases.

Damaged or Lost Items:

In the rare event that an item is lost or damaged during shipping, we ask that customers contact us immediately. We will work with the shipping company to resolve the issue and ensure that the customer receives a replacement product as soon as possible.

International Shipping:

We regret that we are unable to offer international shipping at this time. We only ship within Australia.

If you have any questions or concerns about our shipping policy, please do not hesitate to contact us at info@outdoorlivinghq.com.au

We are committed to providing exceptional service and look forward to serving you.