Returns and Refunds
Delivery
We strive to deliver to you at the delivery location within the time frame we specified when you placed your order, but we cannot promise any specific delivery dates.
You must guarantee that you are able to accept delivery of the product without excessive delay and at any reasonable period that we specify. If you are not, the couriers may leave you a card with instructions for re-delivery or carrier collection.
If delivery or collection is delayed due to your inability to accept delivery or if you do not accept delivery or collect the product from the carrier within two weeks of our first attempt to deliver the product to you, we may (without affecting any other right or remedy available to us) do either or both of the following:
Delivery Charges
The weight and size of your order, as well as your location, will be used to calculate and disclose delivery charges at the time of purchase. You agree to the estimated delivery fees when you make a purchase.
Return Policies
- We undertake to replace any incorrect order
- We undertake to replace orders which are supplied in the wrong colour.
- We undertake to replace orders which are supplied in the wrong size.
- If an item has been damaged in transit, the claim should be raised within 24 hours of receipt.
- Notification of damage should be supplied to us with photographic evidence.
Shade Sail Hardware: Within 24 hours after receiving your order, Shadeworx will accept shade sail hardware returns. The item(s) must be returned in its original, unused condition, with all packaging intact. We would not be able to refund or replace your product if it is used, otherwise marked or damaged upon inspection. To begin the return procedure, please email info@shadeworx.com.au.
Refunds
Shadeworx will refund you the entire purchase price of your item(s) (minus postage) if your return request is authorised, as long as the items are in the condition described above.
We are unable to reimburse you for the cost of returning the item(s). The customer is solely responsible for the cost of shipping the item(s) back to Shadeworx for returns/exchanges.
If the refund is accepted, Shadeworx will work with you to reimburse the purchase price to the original payment method (credit card/bank account).
Goods Damaged While in Transit & Faulty Items
Items that have been damaged in transit or that have been found to be defective. Prior to signing, it is your responsibility to inspect the package. It is assumed that the order arrived in excellent condition once it has been signed for.
If you receive your item/s and discover a flaw, please notify us within 24 hours of receiving the item/s. We may ask you to email images of the faulty item(s) to info@shadeworx.com.au so that we can investigate and resolve any issues.
Before we ship a replacement or initiate a return, any faulty item/s must be returned to Shadeworx. We will make every effort to replace your item(s) as per your original order. Alternative colours / items will be supplied in place of the original product if we are out of stock.
If you receive a defective item, Shadeworx will cover all costs associated with replacing it.
Returns
Please return the product to the following address in its original condition and packaging, along with a copy of the invoice:
Address: 176 Coulson St, Wacol QLD 4076, Australia.
Warranty
All Fabrics 10 year Manufacturer’s Warranty against Fabric faults and UV degradation
Stitching Warranty on Standard Polybond Thread – 6 years. PRFE Long Life Thread – 15 years
Exclusions – Physical damage to Sail such as – Storm & Hail Damage, Collisions, Tree Branches, Hedge Trimmers, Trampolining, Vandalisim, Lightning Strikes, tears & punctures during the installation process.
Fabric Flaw Policy – Small fabric flaws, whilst rare, are not visible to us on the Factory floor. They may only be visible when the Shade Sail has been hung.
No liability accepted whatsoever for damage in transit, delayed delivery or non-delivery
By placing a Shade Sail order, you accept and agree to our Warranty conditions
Please be aware that storms, hailstones, mechanical damage, damage caused by birds or other animals, fire, lightning and other natural disasters are not covered by our warranties. This is not an exhaustive list and should only be used as a guide. During extreme weather warnings, Shadeworx recommends removing your shade sail.
It is recommended that you store your shade sail in a protective bag away from rats and mice.
Cancellations/Amending Orders
Prior to the custom goods entering the manufacturing stage, we will gladly accept revisions or cancellations to orders.
Within 24 hours after receiving your order, please email info@shadeworx.com.au.
We will respond to your cancellation/modification request through email within one business day. We cannot, however, promise that we will be able to change or cancel your order as per your instructions.
