What Warranty and After-Sales Support Should You Expect From a Premium Aluminium Pergola?
A premium aluminium pergola should come with a clear warranty, published terms you can read before you buy, and a retailer you can still reach for advice, accessories and support long after the structure goes up. At Chimes, our pergolas are covered by a 3-5 year warranty, our full warranty terms are published on our website, and our team supports every pergola from the first quote through to installation and beyond.
What The Chimes Pergola Warranty Covers
Our 3-5 year pergola warranty gives you cover on the structure you've invested in, backed by a retailer with a showroom you can visit and a team you can call. Every item we sell is inspected multiple times by quality control in each of our factories before it's shipped, so the warranty sits on top of checks that have already happened before your pergola leaves production.
Our warranty page also sets out the general terms that apply across our range. Cover isn't applied in cases of misuse, or where an item has been tampered with by a third party, and fair wear and tear falls outside it. Where a faulty item can be exchanged through our suppliers, an exchange is how we resolve it. If a product has since been discontinued and can't be exchanged, a pro rata refund can be offered.
You can compare every range in our aluminium pergola collection, from the Torino and Nova Titan through to the Rivaro Solar LED and Rivaro Deluxe motorised models, in sizes from 2.4m x 2.4m up to 6m x 3.6m.
The Build Quality Behind The Warranty
A warranty reflects how confident a retailer is in the way a product is made, and our pergolas are built for British weather. The frames are fully aluminium, which protects them from rust. The finish is UV protected, so the colour resists sun damage through long summers. The roofs are waterproof, and U-shaped drainage channels carry rainwater away so it doesn't drip into the sheltered space and onto the furniture underneath.
That specification is what keeps a pergola looking and working as it should year after year, and it's why the structure needs so little from you to stay in good condition.
Optional Protection At Checkout
Alongside the warranty, we offer optional protection cover through Loxa when you buy. It protects against accidental stains, accidental damage and structural defects, and it's available to UK residents.
Your policy documents, wording and certificate are emailed to you from Loxa after purchase and are held in your Loxa customer portal, so you can access them at any time. To make a claim, you start online through Loxa, keep your purchase receipt to hand, and report the incident within 30 days. Items are repaired or replaced where possible, and where neither is possible, an approved claim is settled as store credit or a monetary payment in line with your policy terms.
The warranty and the protection policy answer different questions, so many buyers choose to have both.
Installation Support
We offer nationwide installation on our pergolas. Get in touch with our team and we'll give you a quote alongside the pergola itself.
Having the structure installed by a team that knows our ranges means it's assembled and positioned correctly from day one, with the roof, drainage and any accessories working exactly as designed. It also gives you a single point of contact for the whole project, from the first conversation to the finished structure.
After-Sales Support From Chimes
Two years after installation, most questions are practical ones. You might want to add a heater for autumn evenings, fit side panels on the windward side, or enclose the space with sliding doors. Our pergola accessories are made for our own ranges, so later additions fit the structure you already have and match its finish.
Our team is always on hand to provide advice and support, both before and after a purchase. You can reach us on 01268 219969 or by email at sales@chimeshomeandgarden.co.uk. You can also visit Chimes Home and Garden at our showroom in Laindon, Essex, where multiple pergola models are on display with side screens, panels and accessories fitted, so you can see how each feature works in real life. The showroom is open Monday to Saturday from 9am to 6pm, and Sunday from 10am to 4pm.
Ongoing care is simple. A gentle wash with warm, soapy water and a soft cloth or sponge is all an aluminium pergola needs to keep looking its best.
FAQs
How long is the warranty on a Chimes pergola?
Our pergolas are covered by a 3-5 year warranty. Full terms are published on our warranty page, and our team can talk you through them before you buy.
What isn't covered by the Chimes warranty?
Cover isn't applied in cases of misuse or where an item has been tampered with by a third party, and fair wear and tear falls outside the warranty.
What happens if part of my pergola is faulty?
Where a faulty item can be exchanged through our suppliers, we arrange an exchange. If the product has been discontinued and can't be exchanged, a pro rata refund can be offered.
Is accidental damage covered?
Accidental damage is covered by the optional Loxa protection policy, which you can add at checkout. It covers accidental stains, accidental damage and structural defects.
Can Chimes install my pergola?
Yes. We offer nationwide installation, and our team will provide a quote when you get in touch.
Can I see a pergola before I buy?
Yes. Our Essex showroom has multiple pergola models on display with side screens, panels and accessories, so you can compare styles, finishes and configurations in person.
