Refund policy
Return and Refund Policy
Thorline Shade Sails and Products
At Thorline Shade Sails and Products, we take pride in supplying quality shade sails and stainless-steel hardware. We want every customer to be satisfied with their purchase.
1. Standard Shade Sails and Hardware
We accept change-of-mind returns on eligible standard-size shade sails and hardware within 14 days of delivery, provided:
- The product is unused, uninstalled and in its original condition.
- The product has not been damaged or altered.
- Proof of purchase is provided.
- The customer contacts us before returning the product.
Customers are responsible for return shipping costs for change-of-mind returns. Original shipping charges are not refundable for change-of-mind returns.
2. Custom-Made and Replacement Shade Sails
Customer Measurements and Manufacturing Allowances
Customers must provide accurate measurements directly from fixing point to fixing point, including all required perimeter measurements and diagonals where applicable.
Customers must not make any deductions or allowances from their measurements. Thorline Shade Sails and Products will calculate the appropriate manufacturing reductions based on the measurements and specifications supplied.
Customers are responsible for confirming their measurements, fixing-point locations, colours and specifications before approving their order.
Nothing in this section excludes or limits customers’ rights under Australian Consumer Law, including where a product is faulty, incorrectly manufactured or does not meet applicable consumer guarantees.
Custom-made shade sails and replacement shade sails are manufactured to customer-supplied measurements and specifications.
Once manufacturing has commenced, cancellations and change-of-mind returns are generally not accepted.
Customers are responsible for checking and confirming their measurements, colors, fixing-point locations and specifications before approving their order.
This does not affect customers’ rights under Australian Consumer Law.
3. Faulty, Damaged or Incorrect Products
If a product arrives damaged, is faulty or does not match the agreed specifications, please contact us with your order number, a description of the issue and supporting photographs where possible.
We will assess the issue and provide an appropriate remedy in accordance with Australian Consumer Law.
4. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under Australian Consumer Law.
Customers may be entitled to a repair, replacement or refund for a major failure, and compensation for other reasonably foreseeable loss or damage.
Customers are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits or excludes these statutory rights.
5. Manufacturing Warranty
Where applicable, our shade sail fabric is supplied with a 10-year manufacturing warranty, subject to the applicable manufacturer’s warranty terms and conditions.
Warranty coverage is separate from, and additional to, customers’ rights under Australian Consumer Law.
6. Refund Processing
Once a return is received and approved, refunds will be processed to the original payment method where possible.
Processing times may vary depending on the payment provider.
7. Contact Us
Thorline Shade Sails and Products
Queensland, Australia
Email: ben@thorline.com.au
For returns, refunds, warranty claims or damaged deliveries, please contact us by email or through the contact form on our website.
Please include your order number, a description of the issue and supporting photographs where possible.
All enquiries will be assessed in accordance with our Return and Refund Policy and Australian Consumer Law.
For returns, refunds, warranty enquiries or damaged deliveries, please contact:
Thorline Shade Sails and Products
Queensland, Australia
Please use the contact form on our website and include your order number and details of your enquiry