Gazebo Penguin Inc (GPI) Policy

In case the CONSUMER has a complaint about their item, the procedure is that they contact GPI customer service concerning the warranty. [email protected] / 1-800-747-7174 The warranty will be decided on a case by case basis
1-CONSUMER needs replacement parts and not asking to return the unit. - If the CONSUMER is asking for parts that were missing, GPI will send them at no charge.
- If the CONSUMER is complaining about damaged parts, GPI must determine who is responsible for the damage: manufacture defect, damaged in transit or damaged during installation…. To be able to determine the reason for the damage, GPI asks the CONSUMER to provide pictures of the boxes and the damaged parts and to fill out the claim form. • If the damage is done in transit, CONSUMER must pay for parts and shipping.
• If the damage is done during installation, the CONSUMER will have to pay for parts and shipping.
• If the damage is due to a manufacture defect, GPI will send the parts free of charge. We will accept return for refund only if the unit is still in the original boxes on the original pallet not opened and in perfect condition. Restocking fee will apply.

2-CONSUMER wants to return the complete unit - If the CONSUMER wants to return the unit because he made a mistake in his order (wants a different colour, different shape or size..) or just changed his mind, this is Buyer’s Remorse and can only be accepted within 30 days of PO shipped date. CONSUMER MUST prepay the shipping back to our warehouse using their own carrier. The shipment has to be still on the original pallet that GPI used to ship it. The boxes MUST be received in good resalable condition. After GPI receives the unit and confirms the condition is good GPI shall issue a refund, a 15% restocking charge will apply.

- If the CONSUMER had opened the boxes and tried to install the unit and it doesn’t fit the space they have, or they had a hard time figuring out how pieces go together (with no defect in the pieces) and then they decided to return the unit, this is Buyer’s Remorse also. As the unit is no longer in a resalable condition, the refund request will be denied and GPI will not accept the unit back). - If the CONSUMER wants to return the unit because they had issues installing it because of “manufacture defect” in many parts, GPI will need to see pictures to be able to confirm that it is manufacture defect. GPI will decide whether we want to pick up the unit or Field Destroy it. We will let the CONSUMER know of our decision. If the CONSUMER is not able to send pictures or if the pictures they provided are not clear enough to show the defect, GPI will pick up the unit using a GPI carrier. Once the unit is back in the GPI warehouse, GPI will inspect it. If the damage is due to manufacture defect in a way that it is impossible to install or use the unit as it was, a REFUND will be issued.
No refund will be issued if the manufacture defect is only on pieces for which GPI could have sent replacements that the CONSUMER could have completed the installation and use the unit. CONSUMER will then decide whether they want to recover the unit or not from GPI. The freight for returning the unit will be billed back to CONSUMER. All Returns or Field Destroy MUST be authorized in advance by Gazebo Penguin Inc in writing. No verbal authorization is accepted.
For assistance returning an order please email [email protected] or call 8007377174.