We have a 14-day return policy. Please notify us within 14 days if you would like to return your item. Unfortunately after 14 days we can not accept returns.
Returns / Exchange - Australian Customers Only
If you would like to return or exchange your pre-made shade sail please download our 'returns checklist' and ensure it is filled out and returned with your item so we can process your return/exchange promptly. You can also see below what is asked on the checklist. For returns/exchanges to be excepted shade sails MUST be in re-sellable condition. Please consider this to avoid disappointment.
Custom-made shade sails - We do not accept returns on custom-made shade sails. These are made specifically to measurements we have received from you and we are not able to onsell these.
Please note - Free shipping is only offered on the initial purchase of the shade sail. Postage for exchanges and returns is the responsibility of the buyer. That is - postage to return the goods back to us and postage to send out your exchanged product. Please contact us for postage quotes for exchanges or we will contact you on receipt of the return to inform you of the postage to be paid.
Item/s must be returned or you can notify us within 14 days of receipt of the package and must be returned in original condition, unused, and packaging in good condition. On inspection, if items are used or otherwise marked or damaged we are unable to refund or exchange your product.
The Outdoor Shop Australia Pty Ltd will refund you the full purchase price of your item/s (less shipping) as long as the item/s are in the condition as stated below.
To ensure you receive a full refund or exchange of a product, as stated in our terms and conditions, the following checklist must be filled out and signed by the person lodging the exchange or return and this checklist must be included with the shade sail you are returning.
If you are returning items due to a change of mind there will be a $25.00 return processing (per parcel) fee deducted from the refund amount. Please contact us if you have more than one parcel to return.
Returns Checklist Must be complete and sent with your return parcel <--- Click here for Return Form
Delivery Costs - non-refundable - Australian and NZ Customers
We are unable to refund you for the cost of shipping item/s back to us. The cost of shipping the item/s back to The Outdoor Shop Australia Pty Ltd, for the purpose of returns or money back is solely the responsibility of the customer.
If you have purchased a product with free delivery and then want to return your item/s, we are not able to refund the postage paid to send your item or return it. The delivery has been paid to a third party to send your item to you and is not refundable. The postage will be calculated on the weight and size of your box and then deducted from your payment/refund.
Faulty Items - Australian and NZ Customers
In the unlikely event that you receive your item/s and it has a fault, please report this to us within 14 days of receiving the item/s. We may ask you to send photos of the faulty item/s to [email protected] so we can quickly fix up any problems. All faulty items must be returned to The Outdoor Shop Australia Pty Ltd before we send out a replacement.
Best efforts will be made to replace your item/s like for like. However, if we are out of stock of the item you originally purchased, alternate sizes/ colours will be offered in exchange for the original product.
In the event of receiving a faulty item/s, all costs will be covered by The Outdoor Shop Australia Pty Ltd to replace your item.
Remote Delivery Charges - Australian Customers Only
If remote shipping charges do not appear upon checkout and you do indeed fall into the remote delivery areas, The Outdoor Shop Australia Pty Ltd reserves the right to apply these charges.
Free Shipping on Accessories - Australian Customers Only
We off free shipping on our accessories with any shade sail purchase. To receive free shipping, accessories and shade sail must be purchased at the same time. These items will then be shipped together.
If you order accessories outside of a shade sail purchase, standard shipping fees will apply to the accessories purchase.
Warranty - Australian and NZ Customers
We offer a two-year warranty on the manufacturing of the shade sail including any fault in the stitching or cloth defects. All shade sails have a 5 year UV warranty.
Please be aware that our warranties DO NOT COVER damage caused by storms, hailstones, mechanical damage, damage caused by birds or other animals, fire, lightning, etc. This is not an exhaustive list and it is for reference only. The Outdoor Shop Australia P/L recommends that your shade sail be removed during times of severe weather warnings.
When storing your shade sail it is recommended you store it away in a protective bag away from rats and mice.
Shipping Warranty - Australian and NZ Customers
If you have given authority for your purchase to be left outside your address, if it is delivered and you are not at home, this voids the shipping warranty. If your package shows as being delivered by Australia Post, or Express Courier International and you claim your parcel never arrived, The Outdoor Shop Australia Pty Ltd takes no responsibility for these missing items. Please consider carefully before giving your authority to leave outside if the property is not secur
1. Cancelling an order awaiting dispatch. Most orders are processed before 9 am AEST.
If you are cancelling your order which has not yet been dispatched, please kindly contact us via [email protected] the fastest resolution, please include your order number. Thanks!
2. Cancelling an order that has already been dispatched.
If you are cancelling an order that has been dispatched & on its way to its destination, please contact us and then kindly refuse to accept the parcel since we are not able to call it back at that time. We will refund your payment after deducting shipping costs. A refund will be issued as soon as the parcel begins to return.
The Outdoor Shop Australia P/L accepts no liability for damage, loss, injury, or expense.
To ensure you purchase the correct size shade sail and to avoid the inconvenience of returning your item, please refer to our helpful and free Shade Sail Installation Guide.