Terms Warranties and Shipping Damage Policy

Motorized aluminum pergolas and steel outdoor kitchens

Purpose. This policy explains production and payment requirements, delivery inspection duties, shipping-damage procedures, final-sale terms, limited warranties, exclusions, and the process for requesting warranty support. It applies to the original purchaser unless a signed Sunzout agreement states otherwise.

Important Delivery Requirements

• Photograph the shipment before unloading. Take clear photographs of all sides of the load, packaging, pallet or crate, seals, labels, and any visible damage while the shipment is still on the carrier's vehicle.
• Inspect before signing. Count all packages and compare them with the bill of lading or delivery receipt. Note every shortage, puncture, crush mark, tear, bent frame, wet package, broken band, or other visible concern on the carrier's receipt before signing.
• Do not sign "received in good condition" when damage is visible. Write specific damage details on the receipt and obtain the driver's acknowledgment when possible.
• Keep all packaging. Do not discard boxes, crates, pallets, bands, labels, protective film, or damaged parts until Sunzout and the freight carrier authorize disposal.
• Report visible damage immediately and concealed damage within 48 hours. Email support@sunzoutoutdoor.com with the required photographs and documents. Carrier rules may impose shorter deadlines, so same-day reporting is strongly recommended.

Custom and made-to-order products are final sale.

Pergolas, steel outdoor kitchens, custom finishes, custom sizes, specially configured products, and all other custom-made or made-to-order products cannot be returned, exchanged, or cancelled after production begins, except where required by applicable law. Confirmed shipping damage, manufacturing defects, incorrect size cuts, and non-working components for which Sunzout is responsible will be handled under the remedies in this policy.

Production Shipping and Payment Terms

Production

Production time varies and is currently estimated at 60 days for custom pergolas. Steel outdoor-kitchen production time depends on the selected system, finish, appliances, and manufacturer availability. Production schedules are estimates and may change because of engineering, approvals, material availability, factory scheduling, weather, freight availability, or events outside Sunzout's reasonable control.

Deposit Balance and Storage

• Deposit. A 50% deposit is required to begin production unless the signed order states different terms.
• Balance. The remaining balance is due when production is complete and before the product is released for shipment. Custom-made products will not ship until paid in full.
• Warehousing fee. If the customer does not pay the balance when due or cannot accept delivery, an 8% warehousing fee based on the unpaid balance may be assessed for each 30-day period, subject to applicable law.
• Nonpayment after 90 days. If the balance and accrued fees remain unpaid for 90 days after notice that the order is complete, Sunzout may retain the deposit, cancel the order, and resell or otherwise dispose of the products, subject to applicable law and any controlling signed agreement.

Freight and Delivery

Shipping time varies according to the freight service and destination. Pergolas and outdoor kitchens are oversized, heavy building materials that may require specialized trucks, appointments, forklifts, liftgates, loading equipment, or customer-provided unloading labor. Unless the order states otherwise, the customer is responsible for safe delivery access, timely receipt, unloading, storage, and protection of materials after delivery.

Delivery Inspection and Shipping Damage

1. Prepare for delivery. Have the order documents available and arrange the required people, forklift, straps, carts, or other safe unloading equipment before the truck arrives.
2. Photograph before unloading. Photograph the entire load from the front, rear, and both sides while it remains on the truck. Include close-ups of every damaged area, packaging condition, labels, tracking numbers, pallet or crate condition, and broken or missing bands.
3. Count and inspect. Compare the package count to the bill of lading. Inspect for tears, holes, dents, crushed corners, moisture, shifting, exposed metal, missing packages, and broken packaging.
4. Document visible damage. Describe visible damage and shortages specifically on the delivery receipt before signing. Do not use only general wording such as "subject to inspection." Request a copy of the signed, marked receipt.
5. Handle severe damage safely. Do not unload an unsafe or unstable shipment. Contact Sunzout immediately for direction. Refusal of a shipment should be limited to severe or unsafe damage and documented with photographs and the carrier's written notation.
6. Inspect after unloading. Open and inspect the shipment promptly without damaging the products. Compare parts with the packing list. Photograph concealed damage before moving or installing the affected item.
7. Submit the claim. Send the order number, delivery date, signed delivery receipt, bill of lading, package count, part identification, description of damage, and photographs to support@sunzoutoutdoor.com. Report visible damage immediately and concealed damage within 48 hours.
8. Preserve evidence. Keep all packaging and damaged parts, and do not repair, install, discard, or alter affected materials until Sunzout provides written authorization.

Failure to document freight damage. Missing arrival photographs, an unmarked delivery receipt, discarded packaging, installation of damaged materials, or delayed notice may limit Sunzout's ability to recover from the carrier and may result in denial of a shipping-damage claim, except where prohibited by law.

Limited Warranty

Sunzout Outdoor Spaces LLC offers first-quality products selected with care. This limited warranty covers qualifying defects in materials in new Sunzout products and is offered solely to the original purchaser. It applies only to products purchased from Sunzout, sunzoutoutdoor.com, or an authorized Sunzout e-commerce partner.

Warranty Activation

The purchaser must register the product within 30 days after delivery by emailing info@sunzoutoutdoor.com or mailing the registration to the Sunzout address shown on the applicable invoice or order documents. Registration should include the purchaser's name, order or invoice number, delivery date, installation address, product description, and installer information.

Warranty Periods

Product or Component	Limited Warranty Period	Coverage Notes
Pergola aluminum parts and extrusions	10 years	Qualifying material defects; exclusions below apply.
Pergola motors	2 years	Requires compliant electrical installation and protection from water.
Remote controls and automation components	2 years	Excludes batteries, programming loss, misuse, and non-compliant power.
Pergola screens and fabrics	No warranty	No Sunzout warranty unless separately stated in writing or provided by the component manufacturer.
Steel outdoor-kitchen cabinetry	5 years	Qualifying material defects; finish, corrosion, environment, and maintenance exclusions apply.
Electronic or motorized kitchen components including grills and refrigerators	1 year	Sunzout limited warranty period; a separate manufacturer warranty may also apply according to its terms.

Warranty periods begin on the delivery date. Repair, replacement, or purchase of a replacement part does not restart or extend the original warranty period. The warranty remains effective only while the purchaser follows applicable use, care, maintenance, installation, and electrical requirements.

Electrical Requirements

All electrical and motorized components must be connected by a qualified or licensed professional as required by applicable code. Connections, controls, transformers, and junctions must be installed in suitable waterproof or weather-rated enclosures and protected from water, moisture, power irregularities, and other harmful conditions. Failure to meet these requirements may void coverage for the affected component.

Warranty Remedy

Sunzout's obligation is limited, at its option, to repair or replace the part confirmed to be defective or responsible for the malfunction with an identical or reasonably equivalent part. Replacement parts may vary slightly in color, finish, design, or availability. Unless expressly approved in writing, this limited warranty does not cover labor, diagnosis, service calls, removal, disassembly, reinstallation, equipment rental, access, shipping, freight, packaging, travel, or transportation costs.

Conditions and Exclusions

The warranty does not apply to damage, failure, or deterioration caused in whole or in part by any of the following:

• Force majeure or abnormal conditions, including hail, flooding, fire, lightning, hurricanes, tornadoes, strong winds, falling objects, or other severe weather or casualty events.
• Improper, incomplete, unauthorized, or non-compliant installation; failure to follow plans, instructions, codes, anchoring requirements, or engineering requirements.
• Damage occurring during customer or third-party unloading, handling, storage, assembly, installation, disassembly, relocation, modification, or repair.
• Shock, impact, misuse, abuse, vandalism, collision, overloading, incorrect operation, or operation while obstructed, frozen, damaged, or unsafe.
• Foreign bodies or contaminants, including sand, dust, leaves, branches, insects, debris, salt, chemicals, grease, or construction materials.
• Corrosive, abrasive, acidic, alkaline, chlorine-based, or otherwise unsuitable cleaners, chemicals, pool chemicals, salt spray, fumes, fertilizers, or environmental exposure.
• Non-compliant, unstable, undersized, improperly grounded, or otherwise unsuitable power supply; surges, outages, incorrect voltage, unauthorized controls, or water contact with a motor or electrical component.
• Insufficient maintenance or maintenance not performed according to the applicable use and maintenance guide, appliance manual, or manufacturer instructions.
• Movement, cracking, settling, heaving, deflection, deterioration, or failure of a concrete slab, footing, foundation, deck, wall, roof, mounting surface, or surrounding structure.
• Water infiltration or leakage between a building and a wall-attached pergola, including at flashing, fascia, roof, wall, fastener, sealant, or attachment points, unless a separate written waterproofing warranty applies.
• Normal wear and tear; cosmetic variation; fading; chalking; staining; scratching; denting; flaking; oxidation; erosion; corrosion; surface rust; or discoloration of paint, powder coating, stainless steel, countertops, hardware, or other finishes.
• Failure to promptly clean and protect steel or stainless-steel products, especially in coastal, marine, pool, high-humidity, or chemically aggressive environments.
• Consumable items, routine adjustments, batteries, bulbs, filters, igniters, burners, cooking grates, seals, fabrics, screen mesh, and other wear components unless separately covered in writing.
• Products with removed, altered, or unreadable serial numbers or identification labels, or products repaired or modified without prior written authorization.

Defects Shipping Damage and Installation Damage

Issue Type	Examples	How It Is Handled
Manufacturing defect	Incorrect size cut attributable to Sunzout, defective material, or a component that does not operate as supplied.	Reviewed under the limited warranty and, if approved, repaired or replaced according to the stated remedy.
Shipping damage	Crushed packaging, bent or broken parts, punctures, impact damage, missing packages, or concealed transit damage.	Requires arrival photographs, delivery-receipt notation for visible damage, preserved packaging, prompt notice, and cooperation with the freight claim.
Installation or handling damage	Breakage, scratches, dents, wiring damage, water intrusion, misalignment, or component failure caused during unloading or installation.	Not covered. Replacement parts and freight may be available for an additional charge.

Claim Procedure

1. Written notice. Submit the claim in writing to support@sunzoutoutdoor.com. Warranty claims must be reported within 30 days after discovery of the claimed defect. Shipping damage must be reported according to the delivery deadlines in this policy.
2. Required information. Include the purchaser's name, order and invoice numbers, delivery date, installation date, installation address, installer's name, product and part identification, serial numbers when applicable, a detailed description of the issue, and the date it was discovered.
3. Required evidence. Include clear photographs and video showing the overall product, affected component, close-up damage, labels, and serial numbers. For freight claims, also include arrival photographs, packaging photographs, the signed delivery receipt, bill of lading, and packing list.
4. Preserve the condition. Do not install, operate, repair, discard, alter, or disassemble the affected product or packaging until Sunzout provides written direction. Unauthorized work may prevent inspection and may void coverage for the affected issue.
5. Review. Sunzout will acknowledge or begin reviewing a complete claim within four business days. Additional documents, testing, troubleshooting, inspection, return of a part, or manufacturer review may be required before a coverage decision is made.
6. Approved remedy. If the claim is approved, Sunzout will provide written instructions for the applicable repair, replacement part, shipment, or other limited remedy. No reimbursement, repair, return, replacement, or expense is authorized without prior written approval.

No Returns on Custom Products

All custom-size pergolas, custom-finished products, configured steel outdoor kitchens, special-order appliances, and other custom-made or made-to-order products are final sale and are not returnable or exchangeable. This restriction does not eliminate an approved remedy for confirmed shipping damage, an incorrect size cut attributable to Sunzout, a qualifying manufacturing defect, or a non-working covered component. If damage occurred during installation, unloading, storage, modification, misuse, or other activity not caused by Sunzout, replacement products or parts may be purchased and additional freight, labor, and service charges will apply.

Limitation of Liability

To the fullest extent permitted by applicable law, Sunzout Outdoor Spaces LLC is not liable for indirect, incidental, special, exemplary, punitive, or consequential damages or losses arising from the products, delayed production or delivery, installation, inability to use the products, or use of the systems. Sunzout's total responsibility is limited to the remedies expressly stated in this policy, except where applicable law does not permit a limitation or exclusion.

Additional Terms

This limited warranty is not transferable and applies only to the original purchaser. Any separate written manufacturer warranty may provide additional rights and is administered under that manufacturer's terms. No salesperson, installer, carrier, dealer, or other person may modify this policy unless the change is in a written agreement signed by an authorized representative of Sunzout Outdoor Spaces LLC. If any provision is unenforceable, the remaining provisions continue to apply to the extent permitted by law. Consumers may have additional rights that vary by jurisdiction.