Refund and Returns Policy

Coolabah Shades — Refund & Return Policy

At Coolabah Shades, we pride ourselves on manufacturing and fitting premium, high-quality outdoor shade solutions designed to stand up to the Australian elements. Because the vast majority of our awnings, blinds, and canopies are custom-made and precision-fitted to your exact structural specifications, our refund and return terms vary depending on the nature of the product.

1. Custom-Made & Fitted Products (Non-Stock Items)

Every custom product we produce is manufactured exclusively to your selected dimensions, fabric choices, and operational specifications.

• No Change of Mind: We cannot accept returns, offer exchanges, or issue refunds for non-stock, custom-made, or custom-fitted products if you simply change your mind, alter your property plans, or request a change in style, fabric, or color after production has commenced.
• Cancellation Window: Once your custom order has been signed off and moved into production, the manufacturing process cannot be halted, and the order cannot be canceled.

2. Standard Stock Items

In the event that you purchase a standard, non-customized stock item (such as select individual spare parts or standard off-the-shelf accessories):

• Returns or exchanges for change of mind must be requested within 14 days of delivery or installation.
• Items must be completely unused, undamaged, and returned in their original packaging.
• Change-of-mind returns on stock items may incur a 20% restocking fee to cover administration and handling costs. Return transport or freight costs are the responsibility of the customer.

3. Consumer Guarantees & Faults (Australian Consumer Law)

Our policy operates in strict accordance with your rights under the Australian Consumer Law (ACL). You are fully entitled to a remedy if a product fails to meet consumer guarantees.

Major Failures: If a product or installation suffers from a major failure (e.g., it is structurally unsafe, fundamentally unfit for its purpose, or significantly departs from the approved description/sample), you are entitled to choose between a replacement, a repair, or a full refund.

Minor Failures: If the problem is minor and can be easily fixed, Coolabah Shades reserves the right to repair the product or rectify the installation within a reasonable time frame free of charge.

Exclusions to Consumer Guarantees: Please note that our warranty and the ACL guarantees do not cover structural or fabric damage caused by:

• Extreme weather events (e.g., storm, severe wind, or hail damage outside the product’s rated capacity).
• Water pooling on fabrics or improper operation during adverse weather.
• Normal wear and tear, including natural fabric contraction or minor UV fading over extended time frames.
• Misuse, neglect, or unauthorized modifications made to the product after installation.

4. How to Request an Inspection or Service Claim

If you believe your product has arrived with a manufacturing defect, or if there is an issue with the custom fitment:

Site Assessment: If required, a Coolabah Shades representative will schedule a site visit to inspect the product and installation to determine the appropriate remedy.

Contact Us Immediately: Please reach out to our team within 7 days of noticing the issue.

Provide Documentation: Supply your original invoice/quote number along with clear photos and a brief description of the issue.