Refund Policy

At Atatron, we take pride in providing high-quality, custom-built bioclimatic retractable pergola systems. Due to the nature of our products, most orders are made-to-order and imported specifically for each customer. As such, our refund policy is as follows:

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1. Custom Orders
All pergola systems are custom-manufactured to client specifications. Therefore, orders cannot be canceled or refunded once production has begun. We strongly encourage customers to carefully review all product specifications, dimensions, and finishes before finalizing their purchase.

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2. Damaged or Defective Products
If your product arrives damaged or with a manufacturer defect, you must notify us within 7 business days of delivery. We will request photo documentation and a description of the issue. After evaluation, we may offer one of the following solutions:

• Replacement of the damaged or defective component(s)

• Repair instructions or support

• Partial refund, depending on the severity of the issue

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3. Shipping Damage
In the case of damage caused during transit, please ensure that you inspect the shipment upon arrival and note any visible damage with the carrier. Claims for shipping-related damage must also be made within 7 business days of delivery. Failure to report damage within this window may affect your eligibility for a refund or replacement.

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4. Non-Returnable Items
Due to the custom and bulky nature of our products, we do not accept general returns or exchanges unless there is a verified manufacturing defect or damage during shipping.

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5. Refund Processing
If a refund is approved, it will be processed within 10–15 business days and returned to your original payment method. We will notify you once your refund has been issued.

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6. Contact Us
To request a return or report an issue, please contact our customer service team at:
📧 sales@atatron.com
📞 (407) 923 0710

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Atatron Sales Team