Return & Refund Policy

At Shade Sail Structure, we take pride in delivering high-quality, custom shade solutions that meet our customers’ exact specifications. Our return and refund policy reflects the custom nature of our products while ensuring fair treatment for all our customers.

Product Quality Commitment

Every shade structure we ship undergoes rigorous quality control inspections before leaving our facility. We carefully document the condition of each component and take detailed photographs to ensure everything meets our strict quality standards. This attention to detail helps us maintain the highest level of customer satisfaction and aids in resolving any potential issues that may arise during shipping.

Shipping Damage Protocol

Despite our careful packaging and shipping procedures, we understand that damage can occasionally occur during transit. All damage claims must be submitted within 48 hours of delivery. Claims submitted after this period may not be eligible for full refunds or replacements. Photographic evidence must include close-ups of damaged areas and wide shots showing the entire product condition.

When damage is discovered, follow our established protocol:

For validated damage claims, our process includes:

• Payment is returned to the original payment method
• Shipping labels provided for return of damaged items (when applicable)
• Customers must receive approval from Jeremy at Shade Sail before returning any items
• Once accepted, a full refund is processed within 30 business days

Return of Unwanted Items

If a customer receives their crate and no longer wants it despite it being in perfect condition, they may return it at their own expense. Returns must be shipped back in the original packaging, and a 25% restocking fee will be applied. The item must be returned in its original condition to be eligible for a partial refund. Customers must receive approval from Jeremy at Shade Sail before returning any items so he can coordinate with the shipping company for pickup. Payment will be processed using the original payment method unless the customer specifically requests to use a different method.

Order Cancellation

Orders can be canceled for a full refund within 24 hours of purchase. Cancellations requested after manufacturing begins will incur a 50% restocking fee. No cancellations are accepted after shipping has begun. Custom color or size modifications are non-refundable once materials are ordered.

Manufacturing Defects

All products include a 5-year warranty against manufacturing defects. Defects must be reported within 30 days of delivery. Our quality assurance team will review all claims within 72 hours of submission. Valid manufacturing defect claims qualify for repair, replacement, or full refund at our discretion.

Refund Processing

For approved refunds: Standard refunds are processed 60 days from receipt of the product

• Refunds are issued to the original payment method only
• Partial refunds may be offered for minor issues, typically 25% of the purchase price

Please note that shipping charges may not be refundable, and in cases where returns are approved, return shipping costs may apply.

Customer Support Commitment

We maintain a dedicated customer service team to handle all return and refund inquiries. Our representatives are thoroughly trained in our products and policies, enabling them to provide informed assistance for your specific situation. We encourage customers to contact us with any concerns about their order, as many situations can be resolved through proper communication and understanding.

Policy Updates

We reserve the right to update this policy as needed to better serve our customers and adapt to changing business conditions. Any changes will be reflected on our website, and we encourage customers to review the current policy at the time of purchase.