Return, Cancellation & Exchange Policy

Effective Date: August 2026

At Blue Sky Outdoor LLC, our Products are selected and crafted for exceptional outdoor living. Many of the pieces we offer are custom-made, made-to-order, specially configured, or procured specifically for an individual customer.

For that reason, our return and cancellation policies vary depending on the type and stage of an order.

1. Custom & Made-to-Order Products

Custom and made-to-order Products are final sale and are not eligible for return or exchange.

This includes custom pergolas, structures, custom-sized Products, made-to-order furniture, customized upholstery, special-order fabrics, personalized Products, and Products manufactured or configured according to customer-selected specifications.

Once an order has entered production or has been released to a manufacturer or supplier for procurement, it may not be cancelled or modified except at Blue Sky Outdoor LLC’s sole discretion and subject to applicable charges.

2. Custom Pergolas & Outdoor Structures

Because pergolas and outdoor structures are engineered, configured, fabricated, and/or ordered specifically for a particular project, all pergola and structural orders are considered final sale once the order has been approved and released for production or procurement.

Customers are responsible for reviewing and approving:

• Overall dimensions
• Configuration and orientation
• Color and finish
• Roof style
• Lighting and accessories
• Post locations
• Mounting requirements
• Electrical specifications
• Fabric and material selections
• Other project specifications

Changes requested after approval may result in additional design, engineering, material, labor, freight, or cancellation charges.

3. Stock Merchandise

Unused, non-custom stock merchandise may be eligible for return within 15 days of delivery, provided that:

• The Product has not been used or installed;
• The Product is in original, saleable condition;
• The Product has not been altered, assembled, modified, or damaged;
• All original packaging, accessories, hardware, documentation, and components are included; and
• The Product is not otherwise excluded under this policy.

Approval is required before any eligible return is shipped or delivered back to us.

4. Restocking Fees

Approved returns of eligible stock merchandise may be subject to a 30% restocking fee.

The restocking fee reflects inspection, repackaging, handling, administrative costs, freight coordination, and the loss of availability associated with returning premium merchandise to inventory.

Custom, made-to-order, special-order, or personalized Products are not eligible for return merely because the customer has changed their mind.

5. Return Shipping & Freight

Unless a Product is defective, damaged, or incorrectly supplied by us, the customer is responsible for all return transportation, freight, handling, pickup, packaging, and related costs.

For oversized or freight-delivered Products, return freight can be substantial. Customers should contact us before arranging transportation.

Products returned without prior authorization may be refused or returned to the customer at the customer’s expense.

6. Damage or Defect

If your Product arrives damaged or you believe it has a manufacturing defect, please contact us as soon as reasonably possible and, where possible, within 48 hours of delivery.

Please provide:

• Order number
• Photographs of the Product and packaging
• Description of the issue
• Photographs showing the entire Product and affected area
• Any other information reasonably requested by our customer service team

We will review the issue and determine the appropriate remedy, which may include repair, replacement parts, replacement of the Product, or another remedy permitted under the applicable manufacturer’s warranty or applicable law.

Do not discard damaged packaging or modify, repair, or dispose of the Product before receiving instructions from us, unless necessary for safety.

7. Incorrect Products

If we ship a Product that materially differs from the Product ordered, please contact us promptly.

If the discrepancy is confirmed to be our error, we will work with you to arrange an appropriate correction, replacement, or other remedy.

8. Exchanges

Exchanges are not available for custom, made-to-order, personalized, or special-order Products.

Eligible stock merchandise may be exchanged at our discretion, subject to availability and any applicable restocking, freight, or price-adjustment charges.

9. Cancellations

Cancellation requests must be submitted in writing to support@bluesky-outdoor.com.

For stock merchandise that has not shipped, cancellation may be permitted without penalty.

For custom, made-to-order, or special-order merchandise, cancellation is only permitted before the order has entered production or procurement, unless otherwise agreed in writing.

Once production, fabrication, procurement, or customization has begun, the order may be non-cancellable and the deposit may be non-refundable.

If cancellation is approved after costs have been incurred, the customer may be responsible for all non-recoverable costs, including design, engineering, fabrication, materials, manufacturer charges, customization, freight, and administrative expenses.

10. Deposits

Deposits for custom, made-to-order, and special-order Products are generally non-refundable once the order has been released for production or procurement, except where otherwise required by applicable law or expressly agreed in writing.

A deposit may be used to cover design, engineering, procurement, production, materials, manufacturing commitments, and other costs incurred on the customer’s behalf.

11. Products That Have Been Installed

Products that have been installed, assembled, mounted, anchored, modified, or otherwise incorporated into a property are generally not eligible for return.

This includes pergolas, umbrellas that have been permanently mounted or installed, furniture that has been assembled or modified, and Products that have been altered to accommodate a particular installation.

If a Product is believed to be defective, the warranty or defective-product provisions of this policy will apply.

12. Clearance & Final Sale Merchandise

Products identified as Final Sale, Clearance, Outlet, Floor Sample, or otherwise designated as non-returnable at the time of purchase are not eligible for return or exchange except as required by applicable law.

Any known imperfections, cosmetic conditions, discontinued finishes, or other characteristics will be disclosed when applicable.

13. Refunds

Once an approved return has been received and inspected, we will notify the customer whether the return has been accepted.

Approved refunds will generally be issued to the original payment method.

Original shipping, delivery, installation, design, engineering, handling, and other service charges are generally non-refundable unless the return is the result of an error by Blue Sky Outdoor LLC or otherwise required by applicable law.

Refund processing times may vary depending on the payment method and financial institution.

14. Manufacturer-Specific Policies

Certain Products are subject to manufacturer-specific return, warranty, or cancellation requirements.

Where a manufacturer’s policy is more restrictive than our standard stock-product return policy, the manufacturer’s policy may apply.

15. No Returns for Normal Outdoor Wear

Outdoor furniture, fabrics, umbrellas, pergolas, finishes, and accessories naturally experience environmental exposure.

Fading, patina, oxidation, minor surface changes, weathering, fabric variation, and ordinary wear caused by sunlight, moisture, temperature changes, wind, pollen, dirt, salt air, or other environmental conditions are generally not considered defects.

Damage caused by misuse, improper installation, neglect, failure to secure Products, severe weather, wind, improper storage, accidents, alterations, or failure to follow care instructions is generally not eligible for return or warranty coverage.

16. Storage Fees & Delayed Acceptance

Customers are responsible for taking possession of Products when they are ready for delivery or pickup.

If a customer delays, refuses, or is unable to accept delivery after receiving notice that Products are ready, Blue Sky Outdoor LLC may place the Products into storage. Storage fees will begin accruing after 15 calendar days of notice and will continue until the Products are delivered, picked up, or otherwise released to the customer.

Storage fees will be charged at  $25 per week under $10,000, and 0.25% of the order value per month on orders over $10,000, subject to any applicable minimum charge.

Customers are also responsible for applicable redelivery, handling, freight, warehouse, and other costs resulting from delayed acceptance.

Storage fees and related charges are not waived because a customer has requested a cancellation, return, exchange, or refund. Any cancellation, return, or exchange remains subject to the terms of this policy and any applicable manufacturer requirements.

Blue Sky Outdoor LLC may withhold delivery, pickup, release, or refund of Products until all applicable outstanding balances, storage charges, freight charges, handling charges, and other amounts due have been paid in full, to the extent permitted by applicable law.

17. Return Authorization

No return should be shipped, transported, or delivered without prior written authorization from Blue Sky Outdoor LLC.

To request a return, contact:

Blue Sky Outdoor LLC
support@bluesky-outdoor.com
650-494-9020

Please include your order number, Product information, reason for the requested return, and photographs where applicable.

18. Important Consumer Rights

This policy is intended to supplement, and not replace, any rights or remedies that cannot legally be waived or restricted under applicable federal, state, or local law.

If any provision of this policy is determined to be unenforceable, the remaining provisions will remain in effect to the fullest extent permitted by law.

Blue Sky Outdoor LLC reserves the right to make reasonable exceptions to this policy at its discretion. Any exception must be confirmed in writing.