Returns and Refunds

Shop Confidently at Shade Sails Australia, an Australian owned and run company. Read our returns and refunds policy here. 

Please note that our policy does not include the following:

  • Custom-made items
  • Made to order items
Our return address is:

Shade Sails Australia
91-93 Stanley Road
Ingleburn NSW 2565

Change of Mind

We do not accept Change of Mind returns for custom made or made to order items. As all of our shade sails are made to order, this policy excludes all shade sails. In relation to hardware, we understand that this happens. Contact us within 30 days of receiving your order to organise a return.  Please note that postage for Change of Mind returns will be at the buyer's expense. Once we have received the shipment, the item/s will be inspected before the refund can be released. Please refer to the Refund note below.

The item arrived damaged

If it is possible, reject the delivery. Otherwise, contact us as soon as possible and we’ll organise collection of the items and redelivery of a replacement.

You’ve received the wrong item

Our sincere apologies for this rare occurrence – we’ll arrange to pick it up and send the correct item out as soon as we can.

The item is faulty

We understand that this is a very frustrating experience – your satisfaction is our priority. Please call us as soon as you can and we’ll organise for it to be collected and promptly arrange repair, replacement, or refund.

Please Note when Returning:

REFUNDS

All items are inspected upon return and we reserve the right to charge a restocking fee in case it is damaged. If it is in a resalable condition, we will refund you the full price less the cost of return shipping. The restocking fee is the cost of making the item ‘as new’ again (for example, by re-boxing the item).

  •  Our refund policy extends for 30 days after receiving the item. You must notify us within this time if you plan on returning the goods.
  • Our returns policy does not include the following:
    • Custom-made items 
    • Made-to-order items
    • please note all shade sails are made to order
  •  Ex-demonstration, second-hand, or damaged stock are not covered under this returns policy
  • This policy does not supersede any rights you are entitled to under legislation

We have created this Returns Policy to give you confidence with each transaction you have with Shade Sails Australia. If you are unclear about any aspect, we welcome you to call during business hours on Freecall 1800 155 233.