Refund & Return Policy

At Shade Kits, we specialise in supplying factory-direct, made-to-order aluminium carport, awning, and pergola kits, shipped directly from our manufacturing partner to your delivery address. Because of the custom, international nature of our products and logistics, our refund and return policy differs from traditional retail stores.

Please read this policy carefully before placing your order.

1. Made-to-Order & Factory-Direct Supply

  • Manufactured specifically for each customer order
  • Shipped directly from our factory overseas
  • Priced to include international delivery to your door

Important: Once an order is placed and production or dispatch has commenced, it cannot be cancelled, returned, or refunded due to change of mind.

2. Change of Mind – No Returns or Refunds

We do not offer refunds or returns for change-of-mind purchases, including but not limited to:

  • Ordering the wrong size
  • Ordering the wrong model or colour
  • Deciding you no longer want the product after delivery
  • Site measurements taken incorrectly
  • Council, strata, or body corporate approval issues
  • Delays caused by the customer

Returning large aluminium kits to the factory overseas is extremely costly and impractical, which is why refunds or returns are not possible once the order has been processed.

Please double-check before ordering: sizes, specifications, drawings, and site measurements. We strongly encourage customers to confirm everything carefully before checkout.

3. Order Accuracy & Customer Responsibility

Before ordering, customers are responsible for:

  • Confirming all measurements
  • Confirming site suitability
  • Reviewing product specifications and inclusions
  • Ensuring local building regulations and approvals are met

By placing an order, you acknowledge that you have checked and approved all details and understand the nature of factory-direct supply.

4. Damaged, Missing, or Incorrect Items (Our Guarantee)

We guarantee to supply free replacement parts in the following situations:

  • Parts damaged during delivery
  • Missing components
  • Incorrect items supplied

5. What to Do if There’s an Issue

  • Inspect all items immediately upon delivery
  • Notify us within 7 days of receiving your order
  • Provide clear photos and a description of the issue

Once verified, replacement parts will be manufactured and shipped free of charge.

6. Delivery Damage Claims

If your kit arrives with visible delivery damage, please take photos of the packaging before opening, as well as photos of the damaged components. This helps us resolve the issue quickly with the factory and freight provider.

7. Replacement Timeframes

Replacement parts are shipped from the factory and may take additional time depending on manufacturing schedules, international shipping timelines, and customs clearance.

8. No Refunds in Lieu of Replacement

In cases of damaged, missing, or incorrect items, refunds are not provided. Resolution is made through replacement parts only.

9. Australian Consumer Law

Nothing in this policy excludes your rights under Australian Consumer Law. Where a product has a major fault as defined under law, we will work with you to provide an appropriate remedy.

Contact Us

If you have any questions before ordering or need assistance after delivery, please contact us:

  • Website: https://www.shadekits.com.au
  • Email: support@shadekits.com.au