Returns and Refund Policy

Introduction

At Shade and Canvas, we aim to provide quality shade sails, canopies, event tents, branded tents, outdoor umbrellas, camping tents, canvas covers, and custom shade solutions. This Return & Refund Policy explains how returns, exchanges, cancellations, and refunds are handled.

Because many of our products are custom-made, branded, fabricated, or cut to specific sizes, returns and refunds are reviewed carefully and approved on a case-by-case basis.

1. Return Eligibility

A product may be eligible for return if:

• The wrong item was delivered

• The product arrived damaged

• The item has a confirmed manufacturing defect

• The product delivered does not match the approved order or quotation

To request a return, customers must provide proof of purchase, such as an invoice, receipt, order number, or payment confirmation.

2. Return Window

Any damaged, wrong, or defective item must be reported within 24 hours of delivery or collection.

Approved returns should be completed within 7 days from the date of delivery or collection, unless otherwise agreed by Shade and Canvas.

3. Condition of Returned Items

Returned items must be unused, undamaged, clean, and in their original condition with all accessories, packaging, labels, frames, fittings, or included parts where applicable.

Shade and Canvas may reject returns where the product has been used, installed, altered, stained, damaged, or returned incomplete.

4. Non-Returnable Items

The following items may not be accepted for return unless confirmed defective or supplied incorrectly:

• Custom-made shade sails, canopies, covers, tents, or screens

• Branded tents or printed products

• Cut-to-size canvas, PVC, netting, or fabric materials

• Installed shade structures or fitted products

• Products damaged by misuse, poor handling, weather exposure, incorrect installation, or customer alterations

• Clearance, discounted, or final-sale items where clearly stated

5. Cancellations

Standard orders may be cancelled before dispatch or before processing begins.

Custom-made, branded, fabricated, or special-order products may not be cancelled once design approval, material cutting, printing, production, or fabrication has started.

6. Inspection and Approval

All returned products are subject to inspection before a refund, replacement, exchange, or repair is approved.

Shade and Canvas may check product condition, packaging, measurements, branding, accessories, signs of use, and the reason for return before making a decision.

7. Refunds

Approved refunds are processed within 7 to 14 business days after inspection and approval.

Refunds may be issued through the original payment method or another agreed method. Delivery fees, installation fees, branding fees, design fees, service fees, or third-party charges may not be refundable unless the return is due to an error by Shade and Canvas.

8. Return Shipping Costs

If the return is due to an error by Shade and Canvas, such as wrong item delivery, confirmed damage on arrival, or approved defect, we may cover or reimburse reasonable return delivery costs.

If the return is due to customer error, change of mind, wrong measurements, wrong colour choice, or incorrect specifications, the customer is responsible for return delivery costs.

9. Contact Information

For return requests, refund inquiries, or product issues, please contact Shade and Canvas through our official communication channels.