Returns & Exchanges
Returns
We understand that sometimes we change our mind. This is why we provide a 7-day money back guarantee if you change your mind on a particular product.
For any change of mind, the company will entitle you to a refund provided that, we are informed within 7 days of delivery. Please note, all return and delivery costs will be at the buyers’ expense. Therefore, the refund will be less the total delivery and return delivery costs.
Upon receipt of returned goods, we will then inspect and, if everything is in perfect condition, the refund will be processed within 7 working days.
Exchanges
For any change of mind, the company will entitle you to an exchange, provided that we are informed within 7 days of delivery and the product is still in like-new condition.
Simply send us an email on sales@thatchandshade.com requesting the exchange you would like.
Please note, all return delivery costs will be at the buyers’ expense.
Further, our products are made to order and so upon an exchange of your goods - please allow 1-2 weeks for the production of your new order.
As soon as your goods have left our head office, you will receive tracking details to follow your order on its journey.
Damaged Goods
Despite our best efforts to deliver your products in perfect condition - mistakes happen!
It is important to inspect your goods and notify us within 48 hours of delivery of any damage or issue with your product.
We will not refund or replace your goods where in our reasonable opinion the product has, following the sale to you, become of unacceptable quality due to misuse, using it in an abnormal way or failure to take reasonable care.
Should you have an issue with a faulty/damaged product - please contact us on sales@thatchandshade.com to request either a refund or an exchange.
Upon receipt of returned goods, refunds will be processed within 7 working days.
If you would like your product to be replaced, please note that our products made to order and so upon an exchange of your goods - please allow 1-2 weeks for the production of your new order.
As soon as your goods has left our head office, you will receive tracking details to follow your products on their journey.
Custom Orders
Please note that we do not allow any returns or exchanges on custom products, unless your goods should be faulty/damaged.
Should that be the case, please notify us on sales@thatchandshade.com and we will contact you in order to resolve the matter.
Warranty Terms and Conditions
Our umbrellas come with a two year warranty covering all hardware. In the event that a hardware issue arises, we kindly ask that you bring the umbrella to our factory location for assessment and repair.
Cape Town Branch:
30 Marine Drive, Paarden Eiland, Cape Town, South Africa, 7405
Knysna Branch:
Corner Boswerker & Waenhout Street, Knysna Industrial, South Africa, 6570
Johannesburg Branch:
32 Richard Road, Industria North, Roodepoort, South Africa, 2092
Contact Information
Phone: 044 382 0248
Email: sales@thatchandshade.com