Returns & Refunds Policy
At Umbrella Planet, we believe in high-quality, custom-branded umbrellas that meet customer expectations and promotional demand throughout Australia. Rarely an order may be affected. In this case, it is assumed that the process of returns and refunds will be efficient, easy, transparent, and fair to all our clients.
This policy describes the circumstances under which returns are accepted and refunds issued. Please read it carefully to understand your rights and our responsibilities.
When You Are Eligible for a Return or Refund
Returns can be initiated for the following reasons with a corresponding replacement or refund:
Wrong Product or Branding Delivered
Please get in touch with us immediately if the products delivered do not match what was in your approved branding artwork. Mistakes can always be made during transit or the branding notification itself. In such cases, we will initiate an immediate inquiry and arrange for replacement or correction free of cost.
For Defective and Not Operating as Expected
If the umbrella malfunctions during everyday use, we are happy to replace it (based on availability) or refund the amount as you choose. Tell us within 7 days of receiving the item, and be ready to share photos to help move forward with the analysis.
Order Damaged In Transit
If you discover your order was damaged during shipping, please contact us. We will file a claim with the shipping carrier and proceed with their replacement or refund. Please retain the original packaging and take photographs to support your claim.
Quantity Discrepancy
If the quantity of items received does not match what was confirmed on your purchase order, or if you receive more or fewer items than you expected, notify us immediately. We'll look into it and remedy the discrepancy with extra stock or a refund for any shortfall.
Sample Return
Unbranded sample umbrellas in a salable condition can be returned within a reasonable time. The sample cost could be offset against an order duly confirmed as a bulk order. Thus, this is to check our quality and make an informed decision before bulk ordering.
Circumstances Where Returns Are Not Accepted
We strive to accommodate client requests as much as possible, but unfortunately, the following does not fall under our returns policy:
Change of Mind Post Approval
Custom-branded products are not returnable or exchangeable once production has begun, and artwork approval was obtained after the client changed his mind. Customers should always be encouraged to look carefully at artwork proofs and communicate clearly with our team before finalizing their orders.
Delivery Delay Beyond Our Control
We try our very best to deliver on time and only use reputed couriers known to deliver orders on time. However, on an odd occasion, influences like crosswinds or bad weather can create unforeseen delays in the courier's delivery schedule. In such cases, the order is not subject to refund. If your order is urgent and you want to know more about expedited shipping, please talk to your sales representative before confirming your order.
Misuse Damaged Products
Damage to umbrellas by improper use, neglect, or accidental breakage does not warrant a return or refund. If you doubt the proper handling or care of the product, please consult our team before using it.
Warranty and Quality Guarantee
Umbrella Planet warrants the quality of each supplied product. The warranty covers flaws in material or manufacture. Contact us for a replacement or refund if your umbrella is no longer functional because of a defect in material or workmanship. The warranty does not include damages due to misuse or normal wear and tear.
Initiating a Return
To return a product, proceed as follows:
- Notify Us Immediately: Please get in touch with our sales representative or email customer service at sales@cubicpromote.com.au within seven days of receiving your order.
- For Supporting Information: It must include your order number, a detailed description of your problem, and photographs that may support the issue.
- Assessment and Resolution: Once the pictures have been reviewed, we will advise you of the next step, which, depending on the evaluation, may involve returning the product for examination or replacement directly.
- Return Shipping: You must bear the cost of returning the product unless we are at fault.
Contact Us
If you would like to discuss this policy or start a return, don't hesitate to get in touch with us at:
- Phone: 02 9221 7322.
- Email: sales@cubicpromote.com.au.
- Mail: Level 4, Suite 407, 56 Clarence Street, Sydney NSW 2000, Australia.
We guarantee your satisfaction and will endeavour to resolve your issue promptly and professionally.
