Return, Cancellation & Refund Policy

At Pacific Horizon Living, we want every customer to understand the product, configuration, delivery requirements, and return conditions before placing an order.

Because many of our products are oversized, freight-shipped, customized, made to order, or specially configured for a particular project, return eligibility varies by product.

Please review this policy carefully before completing your purchase.

1. Return Eligibility

Standard, non-customized products may be eligible for return within 14 calendar days of delivery, provided that the product:

Is unused, unassembled, and uninstalled;
Is in new and resalable condition;
Includes all original parts, hardware, manuals, and accessories;
Remains in its original packaging;
Has not been modified, damaged, or exposed to weather; and
Has received prior written return authorization from Pacific Horizon Living.

Submitting a return request does not guarantee approval. All returns must be reviewed and authorized before shipment.

2. Non-Returnable Products

The following products are final sale and are not eligible for return or exchange, except where defective, damaged in transit, incorrectly supplied, or otherwise required by applicable law:

Custom-sized or made-to-order pergolas;
Products manufactured to customer-approved dimensions;
Custom colors, finishes, coatings, or special-order materials;
Wall-mounted or project-specific structural configurations;
Glass doors, screens, panels, or enclosures made for a specific opening;
Outdoor kitchens, countertops, cabinetry, or appliances configured for a project;
Products that have entered engineering, manufacturing, finishing, or assembly;
Products that have been assembled, installed, anchored, wired, plumbed, or connected to gas;
Products that have been modified, cut, drilled, painted, or altered;
Clearance, discontinued, display, sample, or final-sale products;
Replacement parts ordered for a specific product or project;
Opened electrical, motorized, gas, burner, ignition, or control components;
Gift cards;
Services, permits, engineering fees, consultation fees, delivery charges, and installation fees already performed; and
Products damaged after delivery due to improper handling, storage, assembly, installation, maintenance, or use.

Please confirm all dimensions, colors, configurations, accessories, and site requirements before approving a custom order.

3. Order Cancellations

Standard Products

Standard product orders may be cancelled before fulfillment or shipment begins.

Once an order has been processed, packed, transferred to a freight carrier, or shipped, cancellation may no longer be available and the order will be subject to the applicable return conditions.

Custom and Made-to-Order Products

Custom or made-to-order products may be cancelled only before design approval, engineering, material procurement, or production begins.

Once any of these stages has started, the order becomes non-cancellable and payments made may be non-refundable.

If cancellation is approved after administrative, design, engineering, procurement, or production work has started, Pacific Horizon Living may deduct the costs already incurred before issuing any remaining refund.

4. Changes to Custom Orders

Customers are responsible for carefully reviewing all quotations, drawings, dimensions, colors, finishes, layouts, accessory selections, and installation details before approval.

Requested changes may be accepted only if production has not progressed beyond the relevant stage.

Approved changes may result in:

Additional charges;
Revised production schedules;
New engineering or drawing fees;
Material restocking charges; or
Delayed delivery.

Pacific Horizon Living is not responsible for errors in customer-provided measurements, site information, drawings, approvals, or product selections.

5. How to Request a Return

Before returning any product, contact us at:

Email: info@pacifichorizonliving.com

Please include:

Full name;
Order number;
Product name and model;
Delivery date;
Reason for the return;
Clear photographs of the product and packaging; and
Confirmation that the product has not been assembled, installed, used, or modified.

If the return is approved, we will provide written return authorization and shipping instructions.

Returns sent without prior written authorization may be refused.

6. Return Shipping and Freight Costs

Unless the product is confirmed to be defective, damaged in transit, or incorrectly supplied by Pacific Horizon Living, the customer is responsible for:

Return shipping;
Freight charges;
Packaging and crating;
Insurance;
Liftgate or residential delivery charges;
Customs duties and brokerage fees;
Warehouse or terminal charges; and
Any other costs related to returning the product.

Original shipping, freight, delivery, customs, handling, installation, and service charges are non-refundable unless required by applicable law or the return results from an error by Pacific Horizon Living.

Large or oversized products must be returned using an approved freight carrier and suitable protective packaging.

7. Restocking Fee

Approved returns of eligible standard products may be subject to a restocking fee of up to 20% of the product purchase price.

The fee may cover inspection, handling, repackaging, warehouse processing, and reduced resale value.

The final restocking fee, if any, will be confirmed before the return is completed.

No restocking fee will apply where the return is caused by a confirmed manufacturing defect, shipping damage properly reported at delivery, or an incorrect item supplied by Pacific Horizon Living.

8. Product Condition and Inspection

Returned products will be inspected after arrival.

A refund may be reduced or denied if the product:

Is used, assembled, installed, or altered;
Is missing components, hardware, manuals, or packaging;
Has scratches, dents, stains, corrosion, weather exposure, or other damage;
Was improperly packaged for return transportation;
Cannot be resold as new; or
Does not match the condition described in the return request.

Pacific Horizon Living is not responsible for damage occurring during unauthorized or improperly packaged return shipping.

9. Refunds

Once an approved return has been received and inspected, we will notify you of the outcome.

Approved refunds will be issued to the original payment method, less any applicable:

Restocking fee;
Return freight;
Original non-refundable shipping or service charges;
Missing-part costs;
Damage deductions; or
Other amounts previously disclosed and authorized.

Refund processing may take 5–10 business days after approval. Your bank or payment provider may require additional time to post the credit.

Refunds are issued in the currency used for the original purchase. Shopify states that refunds are returned in the currency the customer used to pay.

10. Damaged Shipments

Customers must inspect all shipments before signing the carrier’s delivery receipt.

If visible damage is present:

Photograph the packaging and damaged areas;
Note the damage clearly on the carrier’s delivery receipt;
Retain all packaging materials;
Do not install or modify the product; and
Contact Pacific Horizon Living within 48 hours of delivery.

Whenever possible, write “Damaged” or describe the visible damage on the delivery receipt before the driver leaves.

Signing a shipment as received in good condition without noting visible damage may limit the ability to recover compensation from the carrier.

Concealed damage discovered after unpacking must be reported within 5 calendar days of delivery, together with clear photographs and videos.

Pacific Horizon Living will review the claim and may arrange replacement parts, repair, replacement, carrier inspection, or another appropriate remedy.

11. Missing or Incorrect Parts

Please inspect the complete shipment promptly after delivery.

Missing or incorrectly supplied parts must be reported within 7 calendar days of delivery.

Include:

Order number;
Packing list;
Product and part description;
Photographs of all received packages;
Photographs of package labels; and
A clear description of the missing or incorrect item.

Some hardware and components may be packed inside beams, cabinets, accessory boxes, or other larger components.

Do not purchase replacement parts independently unless authorized in writing.

12. Defective Products

A product suspected of having a manufacturing defect will be evaluated under our Limited Product Warranty.

Pacific Horizon Living may request:

Photographs or videos;
Installation records;
Contractor information;
Electrical, gas, or foundation documentation;
Diagnostic testing;
Return of the affected component; or
An inspection.

Depending on the circumstances, the appropriate remedy may include repair, replacement parts, product replacement, or another remedy required by applicable law.

A reported defect does not automatically entitle the customer to return the entire product for a refund.

13. Installation and Third-Party Costs

Unless approved in writing before the work is performed, Pacific Horizon Living does not reimburse:

Assembly or installation labor;
Removal or disassembly;
Reinstallation;
Crane, forklift, or access-equipment charges;
Electrical, plumbing, or gas work;
Concrete, foundations, decks, or site preparation;
Permits, engineering, inspections, or HOA fees;
Landscaping or property restoration;
Storage costs; or
Third-party contractor charges.

Customers should not authorize repairs, removal, disposal, or replacement work before receiving written instructions.

14. Refused or Undeliverable Shipments

If a customer refuses delivery without prior authorization, or if delivery cannot be completed because of inaccurate information, unavailable access, failure to attend an appointment, or inadequate unloading arrangements, the customer may be responsible for:

Redelivery charges;
Return freight;
Storage fees;
Terminal charges;
Restocking fees; and
Other carrier-related costs.

Refusing delivery does not automatically cancel an order or create eligibility for a full refund.

This section does not apply where refusal is reasonably necessary because the shipment has substantial visible damage and the customer has documented the issue with the carrier and Pacific Horizon Living.

15. International Orders

International orders may be subject to customs duties, import taxes, brokerage fees, inspection charges, port charges, and destination-country requirements.

Unless otherwise agreed in writing, these costs are the customer’s responsibility and are not refundable.

Custom, made-to-order, and internationally shipped products may not be eligible for return because of freight costs, customs restrictions, and project-specific manufacturing.

Customers are responsible for confirming local import, certification, building-code, electrical, gas, and installation requirements before ordering.

16. Shipping Delays and Unavailable Products

Production and transit dates are estimates unless a guaranteed date is expressly confirmed in writing.

Where applicable U.S. rules apply, an online seller that cannot ship within the promised time generally must obtain the customer’s agreement to the delay or provide the required refund.

If Pacific Horizon Living cannot fulfill an unshipped order, we will provide an appropriate cancellation, substitute option, revised delivery estimate, or refund in accordance with applicable law.

17. Exchanges

Direct exchanges may not be available for oversized, freight-shipped, custom, or made-to-order products.

Where an eligible standard product is approved for exchange, the customer may be responsible for:

Return freight;
Shipping of the replacement product;
Price differences;
Restocking fees; and
Applicable taxes or duties.

Replacement orders may be processed only after the returned product has been received and inspected.

18. Legal Rights

This policy does not exclude, restrict, or replace any statutory consumer right, legal guarantee, or remedy that cannot lawfully be waived.

Customers may have additional rights depending on their province, state, territory, country, or jurisdiction.

Where this policy conflicts with mandatory consumer protection law, the applicable law will control.

Contact Us

For return, cancellation, damage, missing-part, or refund questions, contact:

Pacific Horizon Living
Email: info@pacifichorizonliving.com
Response Time: Typically within 1–2 business days

Please include your order number in all correspondence.