Return, Refunds & Cancellations
Proudly Designed &
Manufactured in Australia
Shipped directly
from the manufacturer
We'll dispatch your order
within 7 business days
Free shipping Australia wide
(for orders over $50)
Returns, Refunds & Cancellations Policy
- At Direct Shade Sails, we supply made-to-order shade sails (including standard sizes) as well as hardware and accessories.
- All shade sails are manufactured to order once payment is received. Because of this, cancellation and return conditions differ between product types.
Australian Consumer Law
- Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and other remedies as required under Australian Consumer Law.
Order Cancellations & Amendments
- Orders may only be cancelled or amended before they enter the manufacturing stage.
- Requests must be made in writing and are subject to approval.
- If approved prior to manufacturing, refunds may be issued less any non-refundable payment processing fees (including PayPal, credit card and merchant fees) and any administration costs already incurred.
- Once manufacturing has commenced, cancellations cannot be accepted for shade sail orders.
- Refunds are processed via direct deposit or original payment method where possible. Please allow 3–5 business days.
Returns & Refunds – Shade Sails
- As shade sails are made to order, change-of-mind returns are not accepted once manufacturing has started or goods have been delivered.
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Refunds, repairs or replacements may be provided where:
- a manufacturing fault is identified
- goods are damaged in transit
- the product does not meet Australian Consumer Law guarantees
- All claims are assessed case by case.
Returns & Refunds – Hardware & Accessories
- Returns for hardware and accessories are generally not accepted for change of mind.
- Return requests may be considered at the discretion of Direct Shade Sails.
- Approved returns must be unused, in original condition, and in original packaging where possible.
- Approved change-of-mind returns may incur freight, payment processing, and/or administration costs.
Goods Damaged in Transit
- Please inspect your order on delivery.
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If damaged, notify us within 48 hours with:
- order number
- description of damage
- photos of packaging and goods
- Damaged items must be returned for assessment before a resolution is provided.
- If confirmed, we will arrange a replacement, repair, or refund at no cost.
Returning Goods
- Approved returns must be sent back in original condition and packaging where possible, with proof of purchase.
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Return address:
Direct Shade Sails
28-30 Old Creswick Road
Wendouree, VIC 3355
Australia - Customers are responsible for return shipping unless the issue relates to a fault, transit damage, or Australian Consumer Law guarantee.