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Returns policy and cancellation rights
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This page provides a practical summary of our returns and cancellation information, including refund processing and manufacturer warranty where relevant.
- Cancellation: legal period from delivery (where applicable)
- Return: reasonable inspection is permitted; handling beyond what is necessary may result in a deduction for diminished value
- Refund: issued after return delivery and inspection
Important: shade sails are designed to be installed under tension. If a shade sail has been fully unfolded, installed, tensioned or used outdoors, it may no longer be capable of being repacked and sold as new, which can result in diminished value.
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For online orders delivered within the UK, you may cancel your purchase within 14 days of receiving the goods, in line with UK consumer legislation.
Our aim is for every customer to be fully satisfied with their purchase. Shade sails are technical, tensioned products, and selecting the correct size, shape, fixing layout and colour is critical to a successful installation. For this reason, we provide detailed product descriptions, sizing guidance and installation advice to help you choose correctly before placing an order. We are always available to answer questions in advance. During the cancellation period, you may handle the product to the extent reasonably necessary to establish its nature, characteristics, size and colour, comparable with an inspection in a shop. Handling beyond what is necessary for that inspection may cause diminished value, which may be reflected in the refund. Important – technical products: Shade sails are not suitable for trial fitting. If a sail has been unfolded, tensioned, test-installed or handled beyond basic inspection, it is extremely unlikely that it can be repackaged to a condition indistinguishable from new. Where an item cannot be returned in a fully resaleable condition (for example due to creasing, marks, contamination, odours, or packaging that cannot be cleanly re-sealed), a deduction reflecting the resulting loss of value may be applied to the refund. Important – before fully unfolding your shade sail: shade sails are supplied factory-folded and packaged. You may inspect the product as reasonably necessary to check its nature, characteristics and colour. However, fully unfolding a large sail, attempting installation or putting it under tension may go beyond the handling necessary for inspection. Once fully unfolded or tensioned, a shade sail may be impossible to return to its original factory-packed condition and may no longer be saleable as a new product. If this causes a loss of value, an appropriate deduction may be made from the refund to reflect that diminished value. We therefore recommend checking the dimensions, shape and colour carefully before fully unfolding the sail. If you are unsure, please contact us before proceeding. Return shipping costs are the responsibility of the customer. Once the returned item has been received and inspected, a refund of the purchase price will be issued to the original payment method. Any reduction in value resulting from unnecessary handling may be deducted from the refund amount. Please check measurements, fixing spans and installation requirements carefully before ordering. If you would like guidance before purchasing, we are happy to help you select the correct product. |
Manufacturer’s warranty |
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Depending on the range selected, the manufacturer provides a 5–15 year fabric warranty against UV degradation, subject to the applicable Coolaroo warranty conditions.
If you believe you may have a warranty-related issue, please contact us with your order reference and we will explain the appropriate procedure. |
How to return |
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1) Email us with your order number and clearly state the item(s) you wish to return.
2) We will respond with confirmation, return instructions and the return address. 3) Send the parcel back at your own cost. We strongly recommend using a tracked and insured delivery service. |
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Coolaroo shade sails for patios, gardens and outdoor living
Our Coolaroo shade sails suit patios, gardens and pool areas across the UK, with breathable fabric, strong UV protection and reliable fixing options for a wide range of outdoor spaces.
