Refund and Returns Policy
Last updated: October 2026
The policy in brief
You have 90 days from delivery to send an item back. We pay the return postage no matter why it’s coming back. We never charge a restocking fee, and your refund includes whatever you paid for shipping on the original order.
That really is all there is to it. Everything else on this page is detail.
What you can send back
Any item qualifies within 90 days of the delivery date. It doesn’t have to be faulty. A pergola that turns out to be too big for the patio can come back just as easily as one that showed up broken.
If nothing is wrong with the item, two conditions apply. It must not have been used, it should look as good as new, and it needs to travel back in the box it arrived in. Structures this large are shipped in heavy, purpose-built cartons, and that packaging is what keeps them safe on the trip back.
Starting a return
- Get in touch before you pack anything. Email contact@moliser.com or call +1 307-434-5328. If the item is broken or faulty, include a photo and a sentence or two about the problem.
- Wait for our instructions. We review your request and reply with instructions for your particular item. Please don’t ship anything until they arrive, or the package could end up in the wrong place.
- Use a tracked service. Choose a shipping service that is tracked and insured, and send us the tracking number. Without it we can’t confirm the return is on its way, and the refund will wait.
- Mail it or drop it off. For some items we’ll send you a mail-in return; for others we’ll name a drop-off point close to you.
- Hold on to the tracking number until your refund arrives. It is the one piece of proof that answers any question about whether the package was sent.
Who pays for return shipping
We do, in both of these cases:
- The item is damaged, faulty or not what you ordered. We cover the whole cost of the return and send you a prepaid label free of charge.
- You simply changed your mind. You get a free prepaid label too. It’s handled the same way, and nothing is taken off your refund.
Your refund
When the return reaches us, we normally check it over within 72 hours. Your money is on its way back within 7 business days of that check.
You receive the full price you paid, plus any shipping and handling charged on the original order. No restocking fee is held back, because we don’t have one.
If it arrives damaged or wrong
Don’t repack it. Take a photo of the problem, email it with your order number, and that’s your part done.
After that it’s your choice: a replacement, or your money back in full. Tell us which you’d like and we’ll make it happen. You don’t need to send a damaged item back first, and you won’t wait on an inspection that couldn’t change the answer.
Questions before you return something
Email contact@moliser.com or call +1 307-434-5328. If you aren’t sure whether your item qualifies, ask us. Most of the time the answer is yes.