Returns and Customer Service Questions

See our Easy Returns Policy Below

We take our customer service seriously. If you have any problems with this web site, your order, or the service we provide then please contact us and we will rectify it.  We want you to be a very satisfied customer. Please read on to understand our customer service policies and initiatives…

1. How to Order
2. Currency
3. Payment Methods
4. Delivery Charges and Time Frames.
5. GST and Taxes
6. Security Measures
7. Returns and Refunds Policy
8. Product and Service Guarantees
9. Privacy Information
10. How we can be Contacted 

How to Order

Online Orders:  Ordering on this web site is very easy - simply follow these steps 

• Browse our site and find the items you would like to purchase. Choose your preferred colour and size, or other options.
• Add the item to you shopping cart. Make sure you check the size chart to get size equivalents if you are ordering outside Australia
• Repeat the process until you have all your items and view your bag.
• Click on the checkout item to go to our secure ordering page. It opens a new page so allow it if the page is blocked.
• Fill in the details you are prompted for and submit your order
• An initial email will be sent to you immediately and one will be sent once we process your payment for your order.

Please ensure that a secure delivery address is given as we cannot take responsibility for lost or stolen parcels unless the parcel is sent by courier with signature on delivery.

Phone Orders: Australian customers can call us during business hours 10am to 5pm Monday to Saturday WST on the numbers as showin in the header and contact pages for information or to place an order. 

Currency

All prices are shown in Australian dollars.  We welcome orders from oversaeas customers, prices for orders to overseas destinations will automatically be calculated NOT INCLUDING GST.  We will not process your order until after we contact you with freight options and costs. 

Payment Methods

You have several options on how you can pay for your purchase.  They include:

Credit Card:
We accept Visa Card and Master Card.  We accept these details via our SECURE order page.

Direct Deposit:
Where we offer direct deposit as a payment option we will email you our direct deposit details on confirmation of your purchase.  We will then await confirmation that your payment has been made before shipping your order.

Pay Pal:
You can also pay via PayPal for your purchase.   You will be taken across to the PayPal site to enter your credit card details. 

Other Payment Options

We may also show other payment options in the checkout.

Delivery Charges and Timeframes

You should receive your order within 2 to 14 days depending on your location and delivery method.  We provide post and courier tracking numbers for follow up after your order has been processed.

GST and Taxes

A charge of 10% GST is included in the retail price shown. The price shown is the price charged for Australian customers.

GST on international orders

Orders to international destinations are not liable for GST and prices will be calculated at less than that shown on the site.  International desinations include Cocos Islands, Christmas Island and Norfolk Island. The total price of your order will include the 10% GST at the start of the checkout. However, this will be reduced when your international delivery destination is specified and we automatically deduct the Australian GST from your order. 

Security

We employ extensive security measures using secure encrypted links and proven encryption methods to keep your payment details safe.  Please visit our security page to read more about how to tell when it is safe to enter your payment details.

Returns and Refunds Policy

We accept all returns within 14 days from when the order is sent.

Shade Sail Parts offers refunds for or will replace any items purchased that...

1. Are faulty or damaged at time of purchase
2. Do not match the specification advertised for them

Shade Sail Parts offers store credits for returned items that do not fit or items that you have changed your mind on, please return by post, we will contact you as soon as your return arrives to discuss your wishes.  (Return postage costs are the responsibilityof the customer)

We will not refund purchases or replace items where the items are damaged after payment has been finalised.  If you change your mind about the purchase after payment has been finalised we may offer a store credit for the returned item within 21 days of the original purchase, not including freight and postage costs.  

Please ensure all returns are in a new condition and are fit for re sale with all packaging and retail swing tags in place and undamaged.

Product and Service Guarantees

If you have a problem with your purchase, then we want to know about it so we can rectify the situation.  Please see our Guarantees Page

Privacy Policy

We have a comprehensive online privacy policy that is explained on another page.  Please view our Privacy Policy Here.

Contact Us

We know that it is important to be able to be easily contacted if there are any issues, concerns or questions about your order or you experience any problems.  Our full contact details including postal/physical address phone and email addresses can be found on the contact page.

Go to the Contact Page >>