THIS IS A MADE TO ORDER PRODUCT
As this product is made to order to your specifications and colours we are unable to accept returns due to a change of mind (including if the product does not fit due to incorrect measurements). Your satisfaction is of the utmost importance to us so please triple check all details before confirming your order.
Upon the arrival of your product, we encourage you to check and make sure that the product has been made to the measurements and colours that you specified as soon as possible without removing or throwing away any packaging.
Defective, Damaged or Mis-shipped Items
If we ship you an item that is incorrect or damaged, you will be eligible for an exchange. When requesting for the exchange, please be ready to provide customer service with photographs clearly showing the problem as soon as possible. If you believe your item was damaged during shipping, we will need photographs showing the damaged packaging as well.
Please note: Perceived colour differences due to the display settings on your computer monitor are not grounds for a refund or exchange. If you would like to view our colours please call 1800 155 233 and ask one of our customer service team for a fabric sample delivered to you free of charge.
It is important to note that this product is made to order, whether you ordered a standard size or provided custom measurements and colours, materials cannot be reused once the manufacturing process has begun. The good news is that after placing your order there is still time to change your mind:
- Orders modified within 24 hours of payment confirmation may be altered to the new specifications - Please contact us as soon as possible
This umbrella is sold with a 2 Year Frame and Fabric Warranty which covers all aspects of workmanship. The acrylic fabric used on this umbrella has a 5 Year Pro-Rata Warranty against fading.
Delivery needs to be coordinated so that someone is on site and available to receive your umbrella when it arrives.
We deliver this umbrella Australia Wide.
A typical Umbrella is 3.8 metres long and weights over 65kg. This means that it will require more than one person to lift it from the truck when it arrives. That’s why we need to co-ordinate with you a time that you are available to take delivery. Once we dispatch your umbrella, we email you the Consignment Number. This allows you to log onto the courier’s website (e.g. TNT) and track your delivery so you know when it is going to be delivered. We do our best to ensure your umbrella is packaged securely and arrives safely.
The cost of delivery reflects the actual cost of preparing the item for shipment and the courier charges. Shipping for us is a service associated with getting your goods to you safely and smoothly. We do not charge any profit margin on shipping.
What happens if my umbrella arrives in a damaged condition?
If your umbrella arrives and you notice that it has been damaged in transit, you should refuse to accept delivery. This will mean that the transport company is responsible for getting it back to the factory where it can be repaired, repackaged and returned to you. You should immediately call us and advise us of the situation. If possible take photographs of the damage.