Returns, Exchanges, and Faults

  • Does my Shade Sail come with a guarantee?

    All shade sails ordered through Clara Shade Sails, including Made to Measure and Nearly Perfect sails, are sold with a one year guarantee. If your shade sail develops a problem within the first year due to a manufacturing fault, please get in touch by emailing us at info@clarashadesails.co.uk

  • How do I exchange an item?

    Information about exchanges can be found on our website: https://clara-shade-sails.myshopify.com/pages/refunds-and-exchanges Please note, you are unable to return or exchange Made to Measure Shade Sails.

  • How do I return an item?

    Please note, Nearly Perfect Shade Sails are excluded from our returns policy, and you are also unable to return or exchange Made to Measure Shade Sails. Information about returns can be found on our website: https://clara-shade-sails.myshopify.com/pages/refunds-and-exchanges

  • I have returned my order, but I haven't received a refund yet and my tracking is showing you have received it?

    Occasionally, returned items don't get updated on our system as quickly as we would like - we're sorry ☹. If you have waited more than 3 working days for a refund confirmation email, from the date we received your returned item, please just get in contact with us, providing the name of your carri...

  • What are the terms and conditions of the Extended Exchange Period?

    If you ordered a sail from our Ready Made Shade Sail Collection on 15 or 16 November 2025 or between 28 November and 1 December 2025, inclusive, you can exchange your unused ready made sail for a different shape or size if you get in contact with us and return the sail by 31 March 2026. Extended...

  • What do I do if my item develops a manufacturing fault within the guarantee period?

    If your item develops a manufacturing fault within the guarantee period, please send an email to info@clarashadesails.co.uk with your order number and a description and image of the problem. We will also need additional information or images for the following items: Shade Sails Please send us an...

  • What do I need to do if the item I receive is damaged or faulty?

    We try to ensure that all products sent to you are in the condition you would expect to receive them in, but if you should receive a damaged or faulty item, please send us a photo of the item, showing the damage or fault, along with your contact details and order number. Once we have received thi...