Shade Specialists Returns, Refunds and Your Right to Cancel

You have the right to cancel your order within 14 working days from delivery. You must notify us by phone 01293 226477. Our office is open Monday to Friday 9.00am to 5.00pm, or email [email protected] within 14 working days after delivery with your intention to return the unwanted goods. Once notification of return is received, we will issue you a returns number to quote when returning the goods. When returning goods please ensure the item/items, is/are returned in the original packaging. Please do not return goods unless you have received returns information.

Change or Cancel an Order

If your order has already been dispatched or delivered, please follow our returns procedure above. Should you wish to add products to your order please place a new order online, contact us by email [email protected] or phone us on 01293 226477. Our office is open Monday to Friday 9.00am to 5.00pm.

If you need to make any changes to your order, add or remove items, change delivery address etc, please contact us by email [email protected] or by phone 01293 226477. Our office is open Monday to Friday 9.00am to 5.00pm.

There are some products which cannot be cancelled, refunded or exchanged, these include any item that has been customised or personalised, for example printed parasols.

If you are cancelling your order because of a problem with the goods, we apologise for the problem in advance. Please let us know as soon as possible what the nature of the problem is and keep all original packaging. We will advise you on the correct return address and agree with you the method of return. We will send you a replacement, or refund damaged goods in full, including any UK delivery charges incurred.

Incomplete, Missing or Damaged Orders

Because of the nature of some of the products we sell it is often necessary to despatch an order using different carriers, as a result ordered items may arrive at different times. Please allow a little extra time before contacting us.

Whilst we do our best to deliver goods to a scheduled time, we do not guarantee that delivery will take place on the day which we have said. Sometimes circumstances, often out of our control, such as bad weather or other transport issues can affect delivery schedules.

For damaged goods, incomplete orders or orders that have been despatched that do not arrive within the expected time period, contact us by email at [email protected] or by phone on 01293 226477. Our office is open Monday to Friday 9.00am to 5.00pm.

PLEASE NOTE: Regarding Items that have been specially produced for a customer, please let us know straightaway if there has been transit damage or there are any other problems with the goods. We cannot refund your order, but any agreed defects will be made good and your rights under manufacturer’s warranties applied.

Contact us by email at [email protected] or by phone on 01293 226477. Our office is open Monday to Friday 9.00am to 5.00pm.

Returns

If you wish to return an item, you need to inform us of your wish to cancel or exchange the item within 14 calendar days of receipt of the goods. Contact us by email at [email protected]  or by phone us on 01293 226477. Our offices are open 9.00am to 5.00pm Monday to Friday.

Please provide your order reference number and contact details. Should you wish to return an item,

You have the right to cancel your order within 10 working days from delivery. You must notify us by email within 10 working days from delivery with your intention to return the item. After notification we will issue you a returns number to quote on the paperwork when returning the goods.

If you wish to return the goods within the 10 days, please take reasonable care of the items and it would help if you retained the original packaging.

Please return goods in the same condition as received. We request that if you or the carriers open the box to examine the product please do so without damaging the box and packaging or damaging the product in any way. Please re-package as received in order for us to re-sell the item as brand new. If the carriers unwrap an item please ensure the packaging remains with the customer. Please do not allow carriers or any other party to destroy any packaging as we request the item to be returned with original packaging.

Please take into account before purchasing our furniture that once items are dispatched from our warehouses the costs involved with return will be with the customer at £50 for any centre pole umbrella and £250 for any Cantilever parasol if bases are to be sent back alone, they will also include a £50 fee. This charge covers the cost of delivery and repackaging. Therefore, it is essential if cancelling an order to let us know immediately to avoid unwanted items being dispatched.

Shade Specialists, Laburnum House, Albury, Surrey, GU5 9AB

Please return the goods to us within 14 days of cancellation. We advise you to obtain proof of postage or courier collection of the return.

Refunds

Any refund due or agreed exchange of goods, will be processed without delay and no later than 14 days after we receive the original goods back, and no later than 14 days after you have given us proof of return.

Before any refund is actioned, we will inspect the returned goods to ensure that you have taken good care of them, including repacking them carefully before return. Taking due care can include, for example, not using the goods, or damaging their retail packaging beyond what is required to establish their nature, characteristic and function, as might be reasonably allowed in a High St business. Where we consider that due care has not been taken, then we reserve the right to make a deduction for diminished value from any refund due.

Please note refunds will not include any premium delivery charges incurred when your order was first sent to you or any costs of return incurred by you.

Any returns that include heavy parasol bases will need to be palletised. Please call 01293 226477 if you would like a specific quote before you order. If we arrange collection, we will quote you on the costs before proceeding.

The costs of collection will be treated as your costs of return and will be deducted from the price you first paid when calculating your refund. Normal delivery terms (see above) apply to goods sent out in exchange.

The right to cancel within 14 calendar days does NOT apply to orders delivered outside the EU or to trade orders (orders invoiced to businesses rather than the general public) or goods made to the customer’s specification.

Contact Information

Shade Specialists

Laburnum House

Albury

Surrey

GU5 9AB

Tel +44 (0)1293 226477

e-mail [email protected]