Refund & Returns Policy
We hope you love your purchase from Umbrellaworld. However, we understand that sometimes an item may not be quite right. Please feel free to contact us on 01204 238 300 or email admin@umbrellaworld.co.uk (mailto:admin@umbrellaworld.co.uk) if you need any assistance.
14-Day Right of Withdrawal / Cooling-Off Period
For all customers (including EU):
You have the right to cancel your purchase for any reason within 14 days of receiving the goods.
Conditions:
- The umbrella must be unused and in its original, saleable condition with all labels and packaging intact.
- You must notify us within 14 days of receipt.
- The item must be returned to us within 14 days of notifying us.
Refunds:
We will refund the price of the umbrella and your original standard delivery cost.
Return shipping costs (delivery back to us) are payable by the customer and are not refunded.
Express, Next Day, or any premium delivery costs are non-refundable beyond the value of our standard delivery option.
Refunds will be processed within 14 days of us receiving the returned item (or proof of return).
Important:
The goods remain your responsibility until they safely arrive back at our premises. We strongly recommend using a tracked delivery service and obtaining proof of postage.
Exchanges Within the 14-Day Period
If you would prefer an exchange rather than a refund, please contact us within 14 days of receipt.
The item must be returned in an unused, saleable condition with all labels intact. We will ship the replacement to the original delivery address (please let us know if your address has changed). Any price difference will be refunded or charged using your original payment method.
Carriage costs for the return of the original item and delivery of the new item are payable by the customer.
Beyond the 14-Day Cooling-Off Period
After 14 days and up to 30 days from receipt, we are happy to offer an exchange for unwanted items (subject to the same conditions above).
All carriage costs (return of original item + delivery of replacement) are payable by the customer.
Returns after 14 days are at our discretion and, if accepted, will be on an exchange-only basis. All postage costs are payable by the customer.
Customs Duties, Taxes & Refused Deliveries (International / EU Orders)
For orders outside the UK, the customer is responsible for paying any import duties, VAT, customs charges, and handling fees imposed by their country.If the customer refuses to pay these charges or refuses delivery, the parcel may be returned to us. In such cases:
- The original shipping fee will not be refunded.
- Any return shipping costs charged by the carrier will be deducted from any refund (or charged to the customer).
- This is considered a customer-caused return, not a standard withdrawal.
We recommend customers check local customs rules before ordering.
Returning a Faulty Item
Please check your delivery within 48 hours of receipt.
If the item is faulty on delivery or develops a fault within 30 days, please notify us immediately. We will arrange for the item to be returned at our cost. Once we receive the item, we will issue a full refund or replacement.
If a fault develops between 30 days and 6 months, please contact us to discuss the options. After 6 months, we will handle each case individually. Items with extended manufacturer warranties should be referred directly to the manufacturer (proof of purchase will be required).
Process for Faulty Returns:
Please send clear photos of the fault along with a description of the issue to admin@umbrellaworld.co.uk (mailto:admin@umbrellaworld.co.uk).
Manufacturer faults are covered under warranty. Damage caused by misuse, general wear and tear, or wind is not considered a fault and will not be refunded or replaced.
Important Notice:
Please check the parcel for damage upon delivery. If the box is visibly damaged, sign for it as “damaged” and notify us immediately.
