All returns must be authorized by SunnyGuard before being shipped back. Please do not send products to us without prior approval. Contact our customer support team, and we will provide the easiest and most convenient return instructions.

1. Right of Withdrawal and Returns

1.1 Return Period

Customers may request a return within 30 calendar days after receiving the product.

• For individual items: the return period starts from the day you or your designated recipient receives the product.
• For orders containing multiple items: the return period starts from the day you or your designated recipient receives the final item.

1.2 How to Request a Return

To request a return, please contact SunnyGuard Customer Support through one of the following methods:

• Visit our Contact Us page and submit a return request.
• Provide your order number, reason for return, and supporting information.
• Wait for return approval and follow the instructions provided by our team.

1.3 Return Conditions & Costs

Products must be returned within 14 days after the return request is approved. The customer is responsible for return shipping costs.

Product Condition

Returned products must meet the following requirements:

• Returned in the original packaging.
• In unused and excellent condition.
• Include all accessories and packaging materials.
• Have no damage caused by improper handling or installation.

SunnyGuard reserves the right to reduce the refund amount or refuse a return if the product has been used, damaged, modified, or handled beyond what is necessary to inspect the product.

1.4 Refund Processing

Once the returned product has been received and inspected, refunds will be processed within 14 business days. The refund will be issued using the original payment method.

1.5 Non-Returnable Products

The following products are not eligible for return:

• Customized or made-to-order products, including custom shade sails, custom fabric panels, roller shades, and products made according to specific sizes, colors, logos, or personalized requirements.
• Services that have already been provided, including customized consultations, technical support services, or installation services.

2. Claims

2.1 Product Damage During Shipping

Customers should inspect all products immediately after delivery. If the package is damaged or the product has shipping-related damage, please contact SunnyGuard within 14 days of receiving the order.

To submit a damage claim, please provide:

• Photos of the damaged product inside the original package.
• Photos showing all internal packaging materials.
• A clear photo of the shipping label with tracking information.
• Photos of the package from multiple angles showing the condition of the box.

Please keep all packaging materials and the damaged product until the claim process is completed, as the carrier may require an inspection.

2.2 Missing Items or Incorrect Products

If you receive a missing item, incorrect product, or product that does not match your order, please contact SunnyGuard within 14 days after delivery.

Please provide:

• Order number
• Description of the issue
• Photos if applicable

If SunnyGuard sends an incorrect product, we will cover the return shipping cost and arrange shipment of the correct item.

2.3 Lost Packages

If your package is lost, please contact SunnyGuard as soon as possible and no later than 3 days after the expected delivery date.

We will work with the shipping carrier to investigate the issue and provide assistance until the matter is resolved.

Contact Us

If you have any questions regarding returns, refunds, or claims, please contact SunnyGuard Customer Support.

Warranty Policy

1. Limited Warranty

SunnyGuard provides a limited warranty against manufacturing defects in materials and workmanship. Unless otherwise specified on the product page, our products are covered by a 3-year limited warranty.

This warranty applies only to the original purchaser and is not transferable. The warranty is valid only when the product is properly installed, used, and maintained according to SunnyGuard installation instructions.

Warranty Coverage

The warranty covers:

• Manufacturing defects.
• Defects in materials or workmanship.
• Abnormal failures caused by product quality issues.

How to Submit a Warranty Claim

To request warranty service, please contact SunnyGuard Customer Support and provide:

• Order number or proof of purchase.
• Description of the issue.
• Photos or videos clearly showing the problem.
• Any additional information requested by our support team.

If a claim is approved, SunnyGuard may, at its discretion, repair or replace the defective product.

2. Warranty Exclusions

The warranty does not cover damage caused by the following situations:

a. Weather Conditions and Natural Events

• Damage caused by strong winds, storms, hurricanes, hail, snow, lightning, or other extreme weather conditions.
• Damage caused by water pooling due to improper installation or insufficient drainage slope.
• Damage caused by leaving outdoor products installed during severe weather conditions.

Important for Shade Sails:

Shade sails must be installed with proper tension and an appropriate slope to allow water drainage. Incorrect installation, insufficient tension, or lack of proper slope may cause deformation, water accumulation, or product damage, which is not covered under warranty.

b. Improper Installation or Use

• Incorrect installation or failure to follow installation instructions.
• Improper anchoring or use of unsuitable support structures.
• Damage caused by unauthorized modifications or repairs.
• Damage caused by misuse, negligence, or improper maintenance.

c. Accidental Damage or External Causes

• Damage caused by accidents or third parties.
• Damage caused by fire, sparks, open flames, or heat sources.
• Damage caused by animals, plants, or external objects.
• Damage caused by theft or vandalism.

d. Normal Wear and Appearance Changes

The warranty does not cover:

• Normal fading caused by sunlight exposure.
• Minor color variations caused by different screen settings.
• Normal wear from outdoor use.
• Minor wrinkles, creases, or appearance changes that do not affect product performance.
• Surface scratches or cosmetic changes that do not affect functionality.

e. Chemical Damage

• Damage caused by chemicals, chlorine, cleaning agents, or corrosive substances.
• Damage caused by excessive tension, abrasion, or improper handling.

3. Installation and Safety Guidelines

Proper installation is essential for product performance, safety, and durability.

• Shade sails must be securely anchored and evenly tensioned.
• Loose fabric or insufficient tension may cause premature wear and damage.
• Waterproof shade sails require proper slope installation to allow rainwater drainage.
• Products should be removed or secured during strong winds, storms, heavy rain, snow, or other severe weather conditions.
• Do not use shade sails as climbing equipment, hammocks, swings, or for any purpose other than sun or rain protection.
• Do not place grills, fire pits, ovens, or open flames under or near the shade sail.

4. Important Product Information

• Fabric colors may vary slightly depending on your monitor or screen settings.
• Shade sail dimensions are measured from D-ring to D-ring.
• Due to the curved edge design of shade sails, actual measurements may vary slightly from the listed dimensions.
• Proper installation and tensioning are required to achieve the expected appearance and performance.

Frequently Asked Questions

Returns

How long do I have to request a return?

Customers may request a return within 30 days after receiving the product.

How do I request a return?

Please contact SunnyGuard Customer Support with your order number and return request. Our team will provide return instructions after reviewing your request.

Can customized products be returned?

No. Custom-made products, including customized shade sails and products made according to specific sizes, colors, or requirements, are not eligible for return.

Shipping Issues

What should I do if my package arrives damaged?

Please contact SunnyGuard within 14 days after delivery and provide photos of the damaged product and packaging.

What if I receive the wrong item?

Please contact us within 14 days after delivery. SunnyGuard will review the issue and provide a solution.

Warranty

What does the warranty cover?

The warranty covers manufacturing defects and product quality issues under normal use conditions.

What information is needed for a warranty claim?

• Order information.
• Description of the problem.
• Photos or videos showing the issue.

What is not covered under warranty?

Damage caused by improper installation, misuse, extreme weather, accidents, unauthorized modifications, normal wear, or improper maintenance is not covered.