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Shade Sail Boutique UK

Reliable UV shade for gardens, patios and balconies
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Why Coolaroo Installation Guide Catalogue

Returns & cancellations

money back guarantee shade sails

This page summarises the key information for UK orders, including cancellation rights, returns conditions, refund handling, and manufacturer warranty where applicable.

  • Cancellation: statutory period from delivery
  • Return: reasonable inspection is permitted; handling beyond what is necessary may result in a deduction for diminished value
  • Refund: processed after receipt and inspection

Please note: shade sails are technical products designed to work under tension. A shade sail that has been fully unfolded, installed, tensioned or used outdoors may no longer be capable of being repacked and sold as new, which can result in diminished value.

For online orders delivered in the UK, you may cancel your purchase within 14 days of receiving the goods, in accordance with UK consumer law.

We want customers to be completely happy with their purchase. Shade sails are technical products, and choosing the correct size, shape, fixing points and colour is important. For this reason, we provide extensive product information, guides and advice to help you select the right shade sail before ordering, and we are always happy to assist if you have any questions in advance.

During the cancellation period, you may handle the product to the extent reasonably necessary to establish its nature, characteristics, size and colour, comparable with an inspection in a shop. Handling beyond what is necessary for that inspection may cause diminished value, which may be reflected in the refund.

Important – technical products: Shade sails are not suitable for trial installation. If a sail has been fully unfolded, tensioned, test-installed, or handled beyond simple inspection, it is very unlikely to be possible to return it to a condition indistinguishable from new. Where an item cannot be returned in an fully resaleable, as-new condition (for example due to creasing, marks, contamination with dust or odours, or packaging that cannot be neatly re-sealed), the a deduction for diminished value may be applied or accepted subject to a deduction reflecting any loss in value.

Return postage is paid by the customer. Once the return is received and inspected, we issue a refund of the purchase price to the original payment method. If the item shows any loss in value due to handling beyond what is necessary to check the item, a deduction may be applied.

Please check size, shape, and fixing requirements carefully before ordering. If you would like advice before purchasing, we are happy to help you choose correctly.

Manufacturer’s warranty
Depending on the range selected, the manufacturer provides a 5–15 year fabric warranty against UV degradation, subject to the applicable Coolaroo warranty conditions.

If you believe you have a warranty issue, please contact us with your order details and we will explain the next steps.

How to return
1) Email us with your order number and the item(s) you wish to return.
2) We will reply with return instructions and the return address.
3) Send the parcel at your cost (we strongly recommend tracked and insured shipping).
Need help before ordering? We’ll help you choose the right size, shape and fixings.
Check sizes & shapes
Triangle · Square · Rectangle

View catalogue → 		Installation basics
Fixing points · Tension · Slope

Installation guide → 		Ask us before you buy
Quick advice by email

Contact us →

Sizing matters

Always measure the distance between fixing points and allow space for turnbuckles and proper tensioning. Shade sails must be installed under tension and should be smaller than the total span.

Most installation problems — and unnecessary returns — come from choosing a sail that is too large. Taking accurate measurements first will ensure a clean, taut installation and save time and extra shipping.

Not sure about fixings or spacing? (View fixings →)
113/UKEN/11337/20260907
For UK online orders, you may cancel within 14 days of receiving the goods.

You may inspect the product as reasonably necessary to establish its nature, characteristics, size and colour. If it is handled beyond what would normally be necessary for that inspection, a deduction may be made from the refund to reflect any resulting loss in value.

Return postage is paid by the customer. Once the returned goods are received and inspected, the appropriate refund is processed to the original payment method.
Installation or tensioning normally goes beyond the handling necessary simply to inspect a shade sail.

This does not automatically remove the cancellation right, but installation, tensioning or outdoor use may cause creasing, stretching, marks, dirt or other changes that reduce the value of the product.

Where handling has resulted in diminished value, an appropriate deduction may therefore be made from the refund.
Reasonable inspection means checking the product in a way broadly comparable with what you could reasonably do when examining goods before purchase.

For a shade sail this can include checking its size, shape, colour, stitching and general condition.

Installing the sail outdoors, putting it under tension, modifying fittings or otherwise using it normally goes beyond what is necessary simply to inspect the product.
Return shipping is arranged and paid for by the customer.

We recommend using a tracked and appropriately insured delivery service so that the parcel can be traced until it reaches us.
Returned goods are inspected after they are received.

The appropriate refund is then processed to the original payment method. If the product has suffered a loss in value because it was handled beyond what was necessary for reasonable inspection, a deduction may be made to reflect that diminished value.
Depending on the Coolaroo range selected, the manufacturer provides a fabric warranty against UV degradation, subject to the applicable Coolaroo warranty conditions.

The warranty period varies by product range. If you believe you have a warranty issue, contact us with your order details, clear photographs and any relevant information about the installation and use of the sail.
Measure the distances between your intended fixing points before ordering and remember that the shade sail itself must be smaller than the available span so that there is room for the fixing and tensioning system.

Our catalogue, installation guide and fixing information explain the available sizes and practical installation requirements. If you are unsure, contact us before ordering and we will be happy to help.