Last updated: September 9, 2026

Damaged on arrival

Every shipment is insured for full value. Inspect the crate and the machine before you sign the carrier’s paperwork. If anything is damaged, note it on the delivery receipt, photograph the damage and the packaging, and email support@usagazebos.shop within 48 hours of delivery with your order number.

We will arrange a repair, a replacement or a full refund at no cost to you. Transit damage is our problem to solve, not yours.

Faulty on arrival

If a machine or board does not work correctly when you set it up, contact us within 14 days of delivery. Many faults are a connector shaken loose in transit and can be fixed over a phone call or a short video. If it cannot be resolved that way, we arrange a service visit, a replacement or a refund.

Change of mind

You may request a return within 14 days of delivery. Because these are freight items, a few conditions apply:

  • The item must be unused, undamaged and in its original packaging. Keep the crate and pallet until you are sure you are keeping the machine.
  • Contact us before shipping anything back. We will issue a return authorisation and book the freight, because a wrongly packed machine will not survive the trip.
  • Return freight and a restocking fee of 15% are deducted from the refund on change-of-mind returns. This is not charged when the return is due to damage, a fault or our error.

Built-to-order items

Items built or configured to your specification, including custom colourways, made-to-order structures and reserved production slots, cannot be returned for change of mind once the build has started. We confirm every build in writing before we take payment, so there is a clear point to change your mind at no cost. Damage and fault cover still applies in full.

Refunds

Once a return is received and inspected, we notify you of the outcome. Approved refunds go back to the original payment method within 5 to 10 business days.

Cancelling before dispatch

If you change your mind before the item ships, email us with your order number and we will cancel it and refund your card in full. Once the carrier has collected it, the return terms above apply.

How to start a return

Email support@usagazebos.shop with your order number and what has gone wrong, and we will take it from there.