Outdoor Living 12 ft. x 10 ft. Steel Traditional Pergola

Return and Refund Policy

We want you to be completely delighted with your purchase from Urban Nestif LLC. If an item doesn’t fit your space or meet your expectations, we offer a straightforward 30-day return policy.

1. Return Window & Eligibility

• Return Window: You have 30 calendar days from the date your package is delivered to request a return.
• Condition Requirement: To be eligible for a return, your item must be in new, unused, and unwashed condition, in its original packaging, with all protective inserts and tags intact.

2. Restocking Fees & Return Shipping Costs

• Restocking Fee: $0.00 (NO Restocking Fees). We never charge restocking fees on returned items.
• Defective, Damaged, or Incorrect Items: If you receive a damaged or incorrect product, we cover all return shipping costs by providing a prepaid return label at $0 cost to you.
• Customer Remorse / Dislike: For standard returns (e.g. change of mind or personal preference), the customer is responsible for the actual return postage fee back to our warehouse location.

3. How to Initiate a Return

1. Email our customer service team at info@urbannestif.com with your order number, item name, and reason for return.
2. Our team will review your request within 1 business day and email you return authorization instructions and the exact return shipping address.
3. Securely pack the item in its original box and mail it to our return address using a trackable shipping carrier (USPS, UPS, or FedEx).

4. Inspection & Refund Processing Timeframe

• Inspection: Once your return arrives at our Lexington, KY fulfillment location, our quality team inspects the item within 1–2 business days.
• Refund Method: Approved refunds are credited directly back to your original payment method (Visa, Mastercard, Amex, PayPal, Apple Pay, Google Pay).
• Processing Time: Refunds take 3–6 business days to post to your bank or card statement after processing. You will receive an automated email confirmation as soon as your refund is issued.

5. Damaged, Defective, or Wrong Items Received

Please inspect your order upon delivery. If any product arrives broken or damaged during transit, notify us within 48 hours at info@urbannestif.com with a clear photo of the damage. We will immediately ship a brand new replacement or issue a 100% full refund according to your preference.

6. Exchanges

The fastest way to ensure you get the item you want is to return the item you have, and once the return is accepted, place a separate purchase for the new item.

7. Return Mailing Address & Contact

Please send authorized returns to:

Urban Nestif LLC
175 Malabu Dr APT 8, Lexington, KY 40503, USA
Email: info@urbannestif.com
Phone: +1 (864) 870-5386
Support Hours: Monday – Friday, 9:00 AM – 5:00 PM EST