Returns & Cancellations

This policy explains how cancellations, returns and refunds work for orders placed with Sky Pergola for delivery in the United Arab Emirates. It applies to pergolas and accessories of the Sky Pergola brand. It sets out a voluntary returns policy we offer in addition to — and entirely separate from — your mandatory statutory rights under UAE consumer law, which are explained at the end of this page and which always prevail.

No general right to return or cancel — UAE law

UAE law does not give online buyers a statutory "cooling-off" period or any automatic right to return or cancel goods because they have changed their mind. We tell you this clearly so you know exactly where you stand before you order. Other than the limited 24-hour cancellation right and the discretionary goodwill set out below, and other than your mandatory statutory rights where goods are defective or non-conforming (see "Your statutory rights" below), all sales are final. Any change-of-mind return we may allow is a voluntary gesture of goodwill on our part, not an obligation, and is granted only on the terms stated here.

Free order cancellation within 24 hours

If you no longer wish to proceed, you may cancel your order free of charge within 24 hours of placing it, without giving a reason, provided the order has not yet been shipped or put into production. The cancellation must be made in writing by email. After this 24-hour window your order is binding, subject only to the discretionary goodwill and the statutory rights described below.

Discretionary goodwill returns (standard stock only)

We are not obliged to accept returns for change of mind, and we may decline any such request. As a gesture of goodwill only, we may at our sole discretion and with our prior written approval accept the return of a standard, regularly stocked item after the 24-hour window. Where we expressly approve a goodwill return, all of the following apply:

the request is made in writing within 14 days of receipt, and the goods are returned only after we have approved the return in writing;
the item is a standard stock product — custom, made-to-order, made-to-measure and already-installed goods are never eligible (see below);
the goods are new, unused, undamaged and complete, in their original undamaged packaging, with no trace of assembly, use or weather exposure;
the customer bears all return packaging, transport, shipping or freight costs and the full risk of the return, and sends us the tracking code after dispatch;
a cancellation and restocking fee of 10% of the product price (inclusive of 5% UAE VAT where VAT applies) is deducted; and
The balance is refunded to the original payment method, with a dated Tax Credit Note, only after the returned goods arrive and pass a full inspection.

This goodwill policy and the restocking fee are disclosed here before purchase. They apply only to voluntary change-of-mind returns of standard goods and never to defective, damaged, unsafe or non-conforming goods, whose remedies are always provided at no cost to you under your statutory rights below.

Custom, made-to-order and installed goods

Pergolas and accessories that are custom-built, made to order, made to your measurements or specification, or already installed are excluded from the voluntary change-of-mind return policy, because they are produced specifically for you. This exclusion is disclosed before purchase. It does not in any way affect your statutory rights if such goods turn out to be defective, unsafe, not as described or not delivered as agreed — those rights apply in full to custom and installed goods as well.

Goods damaged in transit

If the goods arrive damaged in transit, please notify Sky Pergola in writing by email within 48 hours of receipt and attach clear photos of the damage. We will examine the damage immediately and provide a remedy at no cost to you in line with your statutory rights below. No cancellation or restocking fee applies to transit-damaged or otherwise defective goods.

Your statutory rights (defective or non-conforming goods)

The following statutory rights apply regardless of the voluntary policy above, cannot be waived, and are provided entirely at no cost to you. They are protected under Article 12 of Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulation (Cabinet Decision No. 66 of 2023), together with Federal Decree-Law No. 14 of 2023 on Trading by Modern Technological Means (e-commerce).

If goods are defective, damaged on delivery, unsafe, not as described, or not delivered as agreed, you are entitled to repair, replacement, or a full refund at no cost to you. No cancellation, restocking or return-shipping fee may be charged for any of these remedies.
If a repair takes 14 days or more, we will provide an equivalent product to use in the meantime.
If the same defect recurs within the first year, you may choose either a full refund or a replacement.

Where a remedy involves a refund, it is made to the original payment method, includes the VAT element, and is documented by a dated Tax Credit Note. Nothing in this policy removes or reduces your mandatory rights under UAE consumer protection law; where any term here conflicts with those mandatory rights, your statutory rights prevail.

Payment terms

For made-to-order pergolas, payment is typically split into two instalments: 50% as a deposit to confirm and release the order into production, and the remaining 50% before or upon delivery. Prices are shown in UAE Dirhams (AED) and are inclusive of 5% UAE VAT where VAT applies, in accordance with Article 38 of Federal Decree-Law No. 8 of 2017 (as amended). We never charge more than the displayed price, there is no surcharge for paying by card, and there are no hidden fees. A valid, dated Tax Invoice is issued for each order (showing our Tax Registration Number once our UAE registration is complete).

Delivery, assembly and your cooperation

We deliver across the United Arab Emirates.
Delivery lead times are communicated to you for your specific product and configuration before your order is confirmed.
Where assembly is included, the agreed scope covers one on-site visit. Additional visits caused by circumstances outside our control (for example, an unprepared installation site) may be charged separately.
To allow delivery and assembly to proceed smoothly, the customer is responsible for providing safe access, a suitable and prepared installation surface, and any required on-site permissions. Please inform us in advance of any access restrictions or site conditions that could affect installation.

Warranty

Sky Pergola products are covered by the following manufacturer warranty periods:

10 years on the aluminium construction.
4 years on moving parts (motors and drive components).
2 years on electrical and electronic components.

The warranty covers material and manufacturing defects under normal, intended use and proper maintenance. It does not cover normal wear and tear, damage caused by improper use or assembly, unauthorized modification or tampering, failure to follow the installation and care instructions, or force majeure events such as storms. Under UAE law, after a repair or replacement the warranty for that item restarts from the date you receive the repaired or replacement item. Required spare parts are supplied within 7 days for regularly stocked parts, or within 14 days otherwise. To arrange maintenance or spare parts, please contact us using the details below.

Electronic contract

By clicking to accept and completing checkout, you enter into a binding contract with us. Electronic contracts and click-to-accept agreements are valid and enforceable under Federal Decree-Law No. 46 of 2021 on Electronic Transactions.

Retention of title

Ownership of the goods passes to you upon full payment. Until full payment has been received, we reserve title to the goods so far as permitted by UAE law.

Governing law and jurisdiction

These terms are governed by the laws of the United Arab Emirates, and the competent onshore courts of Dubai have jurisdiction. Nothing in these terms removes your mandatory rights under UAE Consumer Protection Law; where any clause conflicts with those mandatory rights, your statutory rights prevail.

Data protection

The data controller for personal data collected in connection with your order is Spa Solutions GmbH (see Legal Notice below), until our UAE entity is registered. We process the personal data you provide — such as your name, contact details, delivery address and order information — to perform our contract with you for the order, delivery, installation and after-sales service. Marketing communications are sent only on the basis of a separate opt-in consent, which you may withdraw at any time. Under the UAE Personal Data Protection Law (Federal Decree-Law No. 45 of 2021), you have the right to be informed about and access your data, and to have it rectified, erased, restricted or ported; you may also object to processing and to decisions based solely on automated processing.

Your data is shared with processors who help us fulfil your order, including our online store platform (Shopify), payment, shipping and installation providers, and analytics services. Some of these providers, including Shopify, process data outside the UAE, in Switzerland and the EU. Such cross-border transfers are disclosed here and are justified under Articles 22 and 23 of the Personal Data Protection Law, on the basis that the transfer is necessary to perform our contract with you, is covered by your express consent, and is protected by contractual safeguards (such as standard contractual clauses) with the recipients. We apply appropriate technical and organisational security measures, including encryption in transit and access controls. Where required, we will notify the UAE Data Office and affected customers of any personal data breach. An Arabic version of these consumer terms is available on request.

Complaints

If you have a complaint we have not been able to resolve, you may contact the UAE Ministry of Economy consumer protection service on the hotline 600-522-225 or at consumerrights.gov.ae, and the Dubai Department of Economy and Tourism (DET) consumer protection.

How to reach us

Phone / WhatsApp: +41 77 281 64 06
Email: info@skypergola.ae

Legal Notice

Operator and legally responsible seller:

Spa Solutions GmbH
Althau 1, 5303 Würenlingen, Switzerland
Commercial register (Switzerland): CHE-228.056.190
Managing owner: Dylan Ayer

Sky Pergola is operated for the UAE market by the company named above, which is the current contracting party and legally responsible seller for skypergola.ae. A local UAE establishment is in formation. Our UAE trade-licence number and UAE Tax Registration Number (TRN) will be shown here once our UAE registration is complete.

UAE customer contact: