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 accepted: item must be new, unused, uninstalled, and complete
- Refund: issued after return delivery and inspection
Important: shade sails are designed to be installed under tension. If an item has been installed, tensioned, or used outdoors, it may not be eligible for a standard return as “new”.
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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. To qualify for a return, items must be unused, uninstalled, complete, and returned in the original packaging, in a condition that is as new and suitable for resale. Handling is only permitted to the extent necessary to inspect the item in the same way as would be possible in a retail environment. 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), the return may be refused or accepted subject to a deduction reflecting loss of value. 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 product range selected, the manufacturer offers a 3, 5, 10 or 15 year warranty against UV-related fabric deterioration (specific terms vary by model).
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.
