Here you will find more detailed information regarding the return policy of The Shade Centre Australia. It is very important you read this information to understand what you can and can’t o once you have placed an order. If you can’t find the answer you are looking for feel free to contact us via email or phone and we will do our best to help you out
We do not offer refunds or exchange of goods simply because you change your mind, the item is not what you imagined, you ordered the wrong size, you have used the product in a way it wasn’t intended and contributed to its failure, or you didn’t read the ad clearly to see what you were buying.
The Shade Centre has been in business for over 25 years so we understand how important customer satisfaction is.
The only time we consider accepting items back for return is if the item and packaging is undamaged and the goods haven’t been taken out of the original packaging. The customer has to pay and arrange shipping of the item back to us (and they take responsibility for any damage that may occur during the shipping back to us). Once we receive the item back, and assess it to ensure it is in as new condition, we will give a “store credit” for the cost of the item only (not the freight charge to get it to you) less a restocking fee of 10% (Minimum restocking fee is $15) to cover the cost of the selling fees, packaging of the item and also the fees to re-list the item. If we receive the item back and we find it is not in brand new condition in original packaging then we will not credit or exchange the item and will return it to the buyer at their cost.
We cannot make any guarantee that we will exchange it until we get it back and assess the item so the customer will have to pay the freight just to get us to assess it.
If you receive an item other than what you ordered we will replace it and arrange to have the incorrect item returned to our store at no charge to you. Please advise us within 24 hours of receiving the delivery.
If you receive an item that has been damaged in transit please note that it is damaged on the consignment note when you sign for it and advise us within 24 hours of receiving the deliver so we can immediately make a claim against the Delivery Company.
We require you to email us all the info regarding the damaged item and if possible, photographic evidence of the damaged packaging and of the damaged item itself.
Once we receive the required info and pictures we will arrange for a replacement item to be sent and for the damaged item to be returned.
We describe each item to the best of our ability based on the information we have been provided by the manufacturer of each item. If you are unsure whether a particular item will do the job for you then please email one of our Shade Experts with your questions and we will endeavour to ensure you purchase an item to suit your needs.
All colour samples and product examples shown on the website are for illustration purposes only and may differ slightly from the product you purchase. The colour samples are not always an exact reflection of colours due to the variance in computer operating systems, monitors and other hardware involved in the display of the colours.
Shadecloth and other roll products can vary in colour from roll to roll due to the mass production of these products. We cannot guarantee exact colour matches between these products.
Colour variation between products is not considered a fault or warranty claim.
Fading of Shadecloth and other Roll Products is not considered a warranty claim by the Manufacturers.
If you have any questions regarding our Returns Policy please contact us.
Warranty Claims
All product warranties provided are covered by the manufacturer of the item, The Shade Centre accepts no responsibility for any warranty claims.
Manufacturers require all warranty claims be made in writing with pictures of the problem and as much information possible explaining the problem and how it occurred.
Proof of purchase, receipt/tax invoice/etc, must accompany any warranty claim.
The time taken to process the warranty claims varies between manufacturers, and is for the most part out of our control, but we always do our best to ensure a speedy resolution of any warranty claims.
Do Not Return Goods to The Shade Centre unless we request you to do so. In some cases the customer will have to arrange for the goods to be returned to the manufacturer for further assessment and testing.
Manufacturer Warranties are each different depending on the manufacturer and the product. UV Degradation of fabric does not include Fading or deterioration due to chemical exposure, fabric beyond stretched beyond its strength (excessive wind loads, poor design or structure).
Faulty Workmanship of a product does not cover damage by wind or storms and excludes faults or failures caused by improper use and abuse; fair wear and tear; or failure to follow instructions regarding care and maintenance.
Colour variation between products is not considered a fault or warranty claim.
Fading of Fabric is not considered a fault or warranty claim by the Manufacturers.
Any alterations made to a product may void the manufacturer’s warranty.
If you have any questions regarding Warranty Claims please contact us.