Deliveries and Returns
Standard Deliveries are made Monday to Friday between 8am to 9pm and Saturdays 8am–1pm (excluding public holidays). All orders are delivered in full when all items are available unless otherwise requested. Items that are in stock, we endeavour to deliver within 5-10 working days of your order being placed. Please note this does not include deliveries where an install is booked, these dates would be confirmed via customer services.
Returns and Cancellations
Change of mind
On the rare occasion when a customer changes their mind and chooses to return the item(s) to us for a refund, they will need to contact our customer service team via email email@example.com who can arrange a collection quote for you. If you are happy to proceed, this will then be arranged at a convenient time to suit you.
After your item(s) have been returned to us, our customer service team will arrange a refund back to the original payment method. The collection charge for unwanted goods will be deducted from the total refund amount. The item must be returned in undamaged, unused condition – in original packaging. We reserve the right to refuse returns or to charge you for our reasonable cost if the product is received otherwise in accordance with these requirements.
** please note ATM Living do not accept returns on any “pergolas” once they have been installed, unless deemed faulty by our professional / experienced technicians.
In the rare instance when an item is defective, you will need to contact ATM to make us aware within 48 hours of delivery via firstname.lastname@example.org . We ask that where possible you provide digital photographs of the fault to assist in our assessment of the problem, and the best resolution for each individual case will be discussed. As per the Consumer Rights Act 2015, if your item is faulty, you are eligible for a free return if it is reported within 30 days of receiving delivery.
ATM will cover all costs of returns for faulty goods. All cases are dealt with by our team on an individual basis. Our team will contact you directly to discuss the next relevant steps.
Please note in some instances replacement parts are needed, and ATM will endeavor to source this as quickly as possible, however there are occasions where parts may need to be shipped / manufactured from overseas and this could take 4–12 weeks, but this is something that would be discussed with our team when this is reported.
ATM Living reserves the right to refuse a refund or return if not reported within the above timeframe, and/or in instances where the product has been misused or tampered with by a third party.
Installations carried out by our expert team includes the delivery, assembly, including any screens & louvered panels with a bolting down service available. Lead times for installation ranges from 4-6 weeks (of your pergola being in stock) , and we provide nationwide installs. Please contact our team to check our current lead times. Once you’ve placed your order online, ATM will contact you to book a convenient date to install your pergola as well as completing all relevant pre-installation paperwork If anything in the paperwork , once signed is not adhered to, it may incur an additional fee for our team to return.
Please allow up to 5 working days for us to inspect any returned items for any defects. Once it has been confirmed that the item is in perfect condition and in undamaged original packaging, your order is updated immediately, and a refund will be processed. Once a refund is actioned, we advise it may take up to 7 working days to show in your account.
ATM gift cards are non-refundable.
Get in touch
Our customer service team are available to deal with any enquiries 6 days a week. Get in touch via email email@example.com or phone 0191 6914811. The ATM Living Customer Service Phone Line is open 9am–5pm Monday to Friday and 9am–1pm on Saturdays, excluding Bank Holidays.