Returns & Exchanges
Restocking FeeThere is a 15% restocking fee on merchandise returned/exchanged for any reason other than a product defect or damage.
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Return/Exchange Policy
· There is a 15% restocking fee on merchandise returned/exchanged
for any reason other than a product defect or damage.
· We cannot accept returns/exchanges for any special order
items. Palapa kits are special order items.
· For thatch returns, only unopened, full bales of thatch
or matting can be returned and a 15% restocking fee will apply.
· Returns/Exchanges will not be accepted after 7 days from
when you receive your shipment.
· Damaged shipments: Please inspect your package(s) immediately
upon receipt for shipping damages. You must notify us within 2 days of
receipt of any shipping damages. We cannot take responsibility for shipping
damages beyond this point.
· You must call us for a Return Authorization number (RA#)
by calling Customer Service at (858) 272-1598. Please make sure you write
this number on the outside of the box you send back to us. Returns without
an RA# will not be accepted.
· We cannot accept returns for items damaged in transit
where that damage is not reported to us within 2 days of a customer receiving
that shipment. Damages must be reported immediately.
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Cancellation
Policy
Shipped orders for stocked items only may be cancelled at no expense to
the customer if cancelled before they ship out. IMPORTANT:
Please note that this does NOT apply to special order
items. When ordering kits, only 8', 9' and 11' single pole palapa umbrella
kits are stocked items.
We therefore strongly suggest that you be sure of size and style of the
palapa kit you order as all larger umbrellas, all huts and Cancun palapas
are SPECIAL ORDER that CANNOT be cancelled after the
order and payment have been received by Tropical Shade. Exceptions to
this policy will entail loss to the buyer of 50% of the purchase price.
Please be sure to place your cancellation by email to sandiego@tropicalshade.net
if you are not able to speak directly with our customer service department.
If a stocked item is shipped prior to cancellation, a 15% restocking
fee will be charged as well as all shipping expenses incurred by Tropical
Shade Masters, Inc.
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