Warranty, Returns & Refunds Policy
Order Cancellations
Once an order is placed, it cannot be cancelled. All shade sails and related products are custom-made or prepared specifically for each order, and production begins immediately after payment confirmation. Because each order is made to specification, we cannot offer refunds or changes once manufacturing or dispatch preparation has begun.
Refunds
Refunds are not available on any hardware or shade sail products once an order is placed. Refunds will not be issued for incorrect orders resulting from customer error, including but not limited to:
- Incorrect measurements
- Wrong colour or fabric selection
- Misinterpretation of product descriptions or photos
In cases where an order is deemed “not viable” or “not feasible” for production or installation by Custom Made Shade Sails, we reserve the right to cancel the order. If cancellation occurs under these circumstances, a refund may be offered at our sole discretion, based on the stage of production and any incurred costs. Administrative or material costs already incurred at the time of cancellation may be deducted from any refund.
Returns & Faulty Items
Claims for faulty or defective items can be submitted using the contact form on our website. You may be asked to provide clear photos, proof of purchase, and a description of the fault. We will assess each claim to determine whether the fault is covered under warranty or due to external factors. Approved claims may result in repair, replacement, or partial refund, depending on the nature and extent of the fault.
Material Warranty
All shade sails are covered by a 10-year manufacturer’s UV degradation warranty on the fabric. This warranty covers breakdown or deterioration of the fabric caused by long-term UV exposure under normal conditions. The warranty does not cover:
- Damage caused by tree branches or falling debris
- Solar radiation burns or reflective heat damage from windows or structures
- Impact damage from vehicles, ladders, or tools
- Poor installation, incorrect hardware being used, misuse, or neglect
- Damage from storms, high winds, or other natural events
Stitching & Patching Warranty
Stitching and patching are covered by a lifetime warranty. “Lifetime” refers to the expected service life of the fabric, based on the manufacturer’s stated degradation warranty period. This coverage includes thread deterioration or seam separation due to manufacturing defects, not physical damage or misuse.