Return information

If you wish to return an item, you need to inform us of your wish to cancel or exchange the item within 14 calendar days of receipt of the goods. Contact us by email at info@shadespecialists.co.uk  or by phone us on 01293 226477. Our offices are open 9.00am to 5.00pm Monday to Friday.

Returns, Refunds and Your Right to Cancel

Our Refund and Returns Policy Details

You have the right to cancel your order within 14 working days from delivery. You must notify us by phone 01293 226477. Our office is open Monday to Friday 9.00am to 5.00pm, or email info@shadespecialists.co.uk within 14 working days after delivery with your intention to return the unwanted goods. Once notification of return is received, we will issue you a returns number to quote when returning the goods. When returning goods please ensure the item/items, is/are returned in the original packaging. Please do not return goods unless you have received returns information.

Change or Cancel an Order

If your order has already been dispatched or delivered, please follow our returns procedure above. Should you wish to add products to your order please place a new order online, contact us by email info@shadespecialists.co.uk or phone us on 01293 226477. Our office is open Monday to Friday 9.00am to 5.00pm.

If you need to make any changes to your order, add or remove items, change delivery address etc, please contact us by email info@shadespecialists.co.uk or by phone 01293 226477. Our office is open Monday to Friday 9.00am to 5.00pm.

There are some products which cannot be cancelled, refunded or exchanged, these include any item that has been customised or personalised, for example printed parasols.

If you are cancelling your order because of a problem with the goods, we apologise for the problem in advance. Please let us know as soon as possible what the nature of the problem is and keep all original packaging. We will advise you on the correct return address and agree with you the method of return. We will send you a replacement, or refund damaged goods in full, including any UK delivery charges incurred.

Incomplete, Missing or Damaged Orders

Because of the nature of some of the products we sell it is often necessary to despatch an order using different carriers, as a result ordered items may arrive at different times. Please allow a little extra time before contacting us.

Whilst we do our best to deliver goods to a scheduled time, we do not guarantee that delivery will take place on the day which we have said. Sometimes circumstances, often out of our control, such as bad weather or other transport issues can affect delivery schedules.

For damaged goods, incomplete orders or orders that have been despatched that do not arrive within the expected time period, contact us by email at info@shadespecialists.co.uk or by phone on 01293 226477. Our office is open Monday to Friday 9.00am to 5.00pm.

PLEASE NOTE: Regarding Items that have been specially produced for a customer, please let us know straightaway if there has been transit damage or there are any other problems with the goods. We cannot refund your order, but any agreed defects will be made good and your rights under manufacturer’s warranties applied.

Contact us by email at info@shadespecialists.co.uk or by phone on 01293 226477. Our office is open Monday to Friday 9.00am to 5.00pm.

Returns

If you wish to return an item, you need to inform us of your wish to cancel or exchange the item within 14 calendar days of receipt of the goods. Contact us by email at info@shadespecialists.co.uk  or by phone us on 01293 226477. Our offices are open 9.00am to 5.00pm Monday to Friday.

Please provide your order reference number and contact details. Should you wish to return an item, please ensure the original packaging is used. Please do not return goods to us without contacting us first.

Returns should be sent to the following address unless advised differently.

Swires Farm, Henfold Lane, Newdigate, Dorking, Surrey, RH5 4RP.

Please return the goods to us within 14 days of cancellation. We advise you to obtain proof of postage or courier collection of the return.

Refunds

Any refund due or agreed exchange of goods, will be processed without delay and no later than 14 days after we receive the original goods back, and no later than 14 days after you have given us proof of return.

Before any refund is actioned, we will inspect the returned goods to ensure that you have taken good care of them, including repacking them carefully before return. Taking due care can include, for example, not using the goods, or damaging their retail packaging beyond what is required to establish their nature, characteristic and function, as might be reasonably allowed in a High St business. Where we consider that due care has not been taken, then we reserve the right to make a deduction for diminished value from any refund due.

Please note refunds will not include any premium delivery charges incurred when your order was first sent to you or any costs of return incurred by you.

Any returns that include heavy parasol bases will need to be palletised. Please call 01293 226477 if you would like a specific quote before you order. If we arrange collection, we will quote you on the costs before proceeding.

The costs of collection will be treated as your costs of return and will be deducted from the price you first paid when calculating your refund. Normal delivery terms (see above) apply to goods sent out in exchange.

The right to cancel within 14 calendar days does NOT apply to orders delivered outside the EU or to trade orders (orders invoiced to businesses rather than the general public) or goods made to the customer’s specification.

Contact Information

Shade Specialists

Swires Farm

Henfold Lane

Newdigate

Dorking

Surrey

RH5 4RP

Tel +44 (0)1293 226477

e-mail info@shadespecialists.co.uk