Return & Refund
When we accept returns and refunds, how to raise a claim, and what to expect once it is approved. Nothing here limits your rights under the Australian Consumer Law.
Overview
Bernari stands behind every product we ship. This policy sets out when we accept returns and refunds, the process for raising a claim, and what to expect once a claim is approved. Nothing in this policy excludes or limits your rights under the Australian Consumer Law.
When we accept returns and refunds
Because our pergolas are made to order, we accept returns and refunds only where:
- The item received is faulty or defective and cannot reasonably be repaired; or
- The incorrect item was sent: the wrong size, finish or configuration compared to your confirmed order.
What we do not accept
We do not accept returns or refunds for change of mind, including selecting the wrong size or configuration at the time of ordering, or changes to your space or plans after the order is placed. Because each unit is manufactured to your specifications, change-of-mind returns are excluded.
How to raise a claim
- Contact us within 7 days of receiving your order at info@bernari.com.au with your order number and a description of the issue.
- Provide photographic evidence clearly showing the fault, defect or incorrect item — wide shots plus close-ups of the affected area, and any packaging or labels for incorrect items.
- Keep the item unmodified. Items that have been cut, drilled, painted, partially installed or otherwise altered from their delivered condition are not eligible.
Claims raised outside the 7-day window, or without photographic evidence, may not be accepted.
How claims are assessed
We aim to respond to all claims within 5 business days. If approved, Bernari will, at our discretion, repair, replace or refund the item — whichever is the most appropriate remedy.
Return shipping
For approved claims, return shipping is covered by Bernari. We will arrange collection from the original delivery address or provide a prepaid return method. Customers do not pay return freight for approved claims.
Refund processing
Approved refunds are processed back to the original payment method within 10 business days of approval. Your bank may take a few additional business days to display the refund.
Contact
For all return and refund enquiries, email info@bernari.com.au with your order number.
Need to raise a claim?
Email us within 7 days of delivery with your order number and photos, and we will take it from there.