Nova Titan Pergola with Glass Garden Room Enclosure — Graphite Grey

Shipping, Delivery & Returns

Nova Titan Pergolas are large and heavy products, so delivery will be arranged using the most suitable method depending on the pergola size, delivery location and access to the property.

Delivery may be made by either:

• Furniture Store NI van delivery
• Palletised freight delivery

The delivery method used will depend on the size and weight of the pergola, the delivery address, access restrictions and the most suitable transport option available.

Some Nova Titan pergolas are supplied in several large boxes. Larger models may require palletised freight due to their overall size and weight.

Van Delivery

Where suitable, your pergola may be delivered directly by Furniture Store NI using one of our own delivery vehicles or an approved delivery partner.

Customers must ensure there is adequate access for the delivery vehicle and sufficient space for the goods to be safely unloaded.

Palletised Delivery

Some Nova Titan pergolas will be delivered using a pallet freight service.

Pallet deliveries are normally made to the nearest safe and accessible point at the delivery address.

The driver may not be able to:

• Carry boxes through the property
• Take goods into a rear garden
• Move the pergola to the final installation position
• Take goods upstairs or through restricted access
• Remove packaging or pallets unless specifically agreed

The customer should therefore make suitable arrangements for moving the pergola boxes from the delivery point where required.

Due to the size and weight of some components, we recommend having sufficient help available when receiving and moving the goods.

Delivery Access

Please notify Furniture Store NI before delivery if the property has:

• Narrow roads or lanes
• Restricted vehicle access
• Tight gateways
• Low bridges or overhead obstructions
• Steep driveways
• Limited turning space
• Weight restrictions
• Difficult or unusual access

Failure to advise us of significant access restrictions may result in a failed delivery and an additional delivery or redelivery charge.

Delivery Times

We will aim to provide an estimated delivery timeframe once your order has been processed.

Delivery dates and times are estimates and may be affected by circumstances outside our reasonable control, including transport delays, weather conditions, vehicle availability and courier or pallet network delays.

Where possible, customers will be contacted before delivery.

Please ensure that someone is available to receive and inspect the goods on the agreed delivery date.

Checking Your Delivery

Customers should inspect the number of boxes and the condition of the packaging when the order arrives.

If there is visible damage, please:

1. Photograph the damaged packaging.
2. Inform the driver where possible.
3. Note the damage on the delivery paperwork or electronic delivery record if available.
4. Contact Furniture Store NI as soon as possible.

Please report any visible delivery damage, missing boxes or missing components to:

info@furniturestoreni.co.uk

Please include your name, order number, delivery address, details of the issue and clear photographs.

We ask that visible delivery damage or missing components are reported as soon as possible and preferably within 14 days of delivery.

This does not affect your statutory rights.

Returns & Cancellations

We want customers to be completely satisfied with their Nova Titan Pergola.

Where a return or cancellation is permitted, any refund will be processed once Furniture Store NI is satisfied that the applicable return conditions have been met.

This returns policy does not affect your statutory consumer rights.

Change of Mind

For qualifying online or distance purchases, customers may have the right to cancel their order within 14 days of receiving the goods.

If you wish to cancel or return a pergola, please contact Furniture Store NI before sending or arranging the return.

The pergola must be kept in reasonable condition and should, where possible, remain in its original packaging.

Where goods have been handled, assembled, installed, altered or used beyond what would reasonably be necessary to inspect them, a deduction may be made where permitted by law to reflect any reduction in value.

Return Delivery Costs

Nova Titan Pergolas are large and heavy products and returning them can require specialist transport.

Where the customer is responsible for return costs, this may involve:

• Pallet freight
• Collection by van
• Specialist transport

Any applicable return or collection charge will be advised before collection is arranged.

Where the pergola is being returned because it is faulty, damaged or incorrectly supplied, your statutory rights will apply.

Sale, Clearance & Ex-Display Pergolas

Sale, clearance, ex-display or specially discounted pergolas are sold at the advertised reduced price.

Where a customer simply changes their mind following an in-store purchase, Furniture Store NI may offer an exchange or credit note rather than a cash refund.

This does not affect statutory rights where goods are faulty, not as described or not fit for purpose.

Bespoke & Special-Order Pergolas

Pergolas, accessories or components that are manufactured, altered, cut, configured or specially ordered to a customer's individual requirements may not qualify for change-of-mind cancellation rights.

This may include:

• Bespoke sizes
• Custom configurations
• Specially ordered components
• Products altered specifically for the customer

This does not affect statutory rights where goods are faulty or incorrectly supplied.

Faulty or Damaged Goods

If your Nova Titan Pergola is found to be faulty, please contact us as soon as possible.

Please provide:

• Your name
• Order or invoice number
• Delivery address
• Description of the fault
• Clear photographs
• Video of the fault where relevant

Please email:

info@furniturestoreni.co.uk

Where appropriate, Furniture Store NI may arrange inspection, replacement parts, repair, replacement, price reduction or refund in line with your statutory rights.

Electrical Components

Nova Titan Pergolas may include motors, LED lighting, transformers, controllers, remote controls and other electrical components.

Any manufacturer's warranty applying to these components is in addition to your statutory consumer rights.

Please do not dismantle or attempt unauthorised repairs to electrical components before contacting us, as this may affect our ability to identify the cause of the fault and may affect any manufacturer's warranty.

Installation-Related Issues

Furniture Store NI cannot accept responsibility for damage caused by:

• Incorrect self-installation
• Incorrect third-party installation
• Unsuitable foundations
• Customer-supplied groundwork
• Unauthorised alterations
• Misuse
• Accidental damage
• Failure to follow operating or maintenance instructions

This does not affect your rights where the pergola itself is inherently faulty.

Failed Deliveries

Customers are responsible for providing accurate delivery details and ensuring suitable access.

If delivery cannot be completed because:

• Nobody is available to receive the goods
• Incorrect delivery details have been supplied
• Access restrictions were not disclosed
• The delivery vehicle cannot safely reach the property

an additional delivery or redelivery charge may apply.

Refunds

Where a refund is due, it will normally be returned using the same payment method used for the original purchase.

Refunds will be processed once the returned goods have been received and inspected, where inspection is required.

Contact Us

For delivery, return, cancellation or warranty enquiries, please contact:

Furniture Store NI
Email: info@furniturestoreni.co.uk

Please include your order number and contact details so we can deal with your enquiry as quickly as possible.