Returns and Cancellations Policy
We want you to be completely satisfied with your purchase! We accept returns of eligible unused and unopened merchandise. If you are not 100% satisfied with an item in your order, you may return it to us postmarked within seven (7) days of receipt using the instructions below. We will refund your money (less actual shipping costs) or give you store credit, whichever you prefer. Damaged or defective items must be reported within twenty-four (24) hours of receipt. Any opened or used items, clearance, market, patio, non-stock, special, wholesale, large quantity, promotional and custom printed orders are not eligible and non-returnable.
Instructions for returns:
1. Email your desire to return items to: firstname.lastname@example.org. We will provide you with an RMA number, which must be included on your Returns form.
Please package items in original cartons or comparable sturdy boxes with sufficient packaging material to insure they arrive in acceptable condition. We cannot be responsible for items lost or damaged in transit; we advise you send items with insurance and tracking numbers for your protection. If returned items are damaged or used in any way your return may be refused or you may receive only a partial refund or credit.
2. Download our Returns Form, fill it out completely and legibly, and include it in your package.
3. Product arriving to us without an RMA number and/or a completed Returns Form may result in delay or refusal of your return.
All returns must be pre-approved and sent with an RMA number and completed Returns form to:
188 Washington Street
Poughkeepsie, New York 12601
Refund of Shipping Costs
Customer is responsible for all return shipping costs unless an item is received damaged or defective. If an item is damaged, please e-mail or call us so that we may replace the item or have it returned to us at our cost. You must save your packaging until we advise you that UPS (or other carrier) has approved the claim. If you do not retain your packaging, then we will only refund the shipping charges if the carrier approves the claim.
Pre-approved and pre-paid returns will only be accepted at our merchandise warehouse listed above. Any freight collect C.O.D. returns or returns to addresses other than our warehouse will be refused and a refund will not be issued.
UPS Undeliverable packages & Refused Packages Fees
As of January 3, 2006 UPS charges return shipping for undeliverable or refused packages. These fees will be applied to any refunds or credits. This policy applies to "Free Shipping" orders as well. Packages refused by the recipient, or which can't be delivered will be returned to us by UPS for a fee which will be extracted from the final refund/credit.
Most hand-held unit orders can be cancelled prior to processing and shipping. A notice in writing stating your request to cancel must be received by email, and acknowledged during umbrellas.com business hours.
Market, patio, non-stock, special, wholesale, large quantity, promotional, custom printed orders and orders placed with any form of expedited shipping (Next Day, etc) cannot be cancelled. Orders being processed for shipping, or that have shipped cannot be cancelled, and fees for orders that have shipped are non-refundable.
Undeliverable Address, Shipping Entry Mistakes
If you make a mistake when entering your shipping address on our website, the carrier may return your packages as undeliverable. If this happens, we will attempt to contact you to find out if you prefer to:
A) receive a refund of the cost of your order less the actual shipping charge (which may be higher than what you were charged by our shopping cart), or
Please note: if the mistake happened as a result or our error, instead of a customer-entered error, we will reship at no additional charge. This is the only case where we will reship at our cost.
B) have us re-ship the order, in which case you will be charged the exact shipping charge as an additional charge
Refund Processing Time
For credit cards please allow up to fifteen (15) business days from the time your return is received at our warehouse for your refund to appear on your statement.