Refund policy

This Returns and Refunds Policy applies to all purchases made through www.umbrello-my.com. It is aligned with our Terms of Service and your rights under the Consumer Protection Act 1999 (Malaysia). Nothing in this Policy limits or excludes any statutory rights you hold under applicable Malaysian consumer law.

1. Thirty (30) day satisfaction guarantee

We want you to be confident in your purchase. If you are not satisfied with your Shadowspec umbrella, contact us and we will work with you to resolve the matter. If we are unable to do so, you may return the umbrella for a full refund of the purchase price, subject to the conditions set out in this section.

Eligible models

The 30-Day Satisfaction Guarantee applies exclusively to:

  • Shadowspec Serenity™
  • Shadowspec Unity™

Other Shadowspec models and all third-party or non-Shadowspec products are not covered by this Guarantee unless stated otherwise in writing at the time of purchase.

How to request a return

  • Submit your return request to info@umbrello-my.com within thirty (30) days of the date of delivery.
  • Include your order confirmation or receipt as proof of purchase.
  • Our team will review your request and respond within five (5) business days with return instructions.

Eligibility conditions

To be eligible for a return and refund under this Guarantee, all of the following conditions must be satisfied:

  • You are a full paying customer - the Guarantee is not available on orders placed with trade discounts, promotional pricing below the published rate, or any other concessional arrangement unless expressly agreed in writing.
  • The return request is submitted within thirty (30) days of the date of delivery.
  • The umbrella has been used and maintained strictly in accordance with the Care and Maintenance Instructions supplied with the product. Returns will not be accepted where damage or deterioration results from incorrect use, improper storage, or failure to follow those instructions.
  • The product, canopy, base, and all accessories are returned undamaged, in as-new condition, in full working order, and in the original packaging.
  • A copy of your proof of purchase (order confirmation or receipt) accompanies the return.
  • The umbrella was purchased from Umbrello Living Sdn Bhd. The Guarantee does not apply to products sourced from unauthorised resellers or third-party marketplaces.

Exclusions

The following are not eligible for return or refund under this Guarantee:

  • Products that are stained, damaged, or in less than as-new condition, regardless of the cause.
  • Custom or bespoke orders, including non-standard canopy colours, custom print canopies, and special-order frame finishes not listed in our standard range. Once a custom order is confirmed and production has commenced, it cannot be cancelled or returned.
  • Products returned without all original accessories, hardware, and packaging.
  • Products not maintained or used in accordance with the supplied Care and Maintenance Instructions.
  • Products purchased from unauthorised sources.

Limits on the Guarantee

  • The Guarantee is limited to a maximum of two (2) units per customer across any number of transactions.
  • The Guarantee cannot be used to exchange a product for a different colour, size, or model. If you wish to exchange, please contact us separately; exchanges are subject to stock availability and may require a new order.
  • Shadowspec Umbrellas (or Umbrello Living Sdn Bhd) has absolute discretion to determine whether the conditions above have been satisfied and whether a return qualifies for a refund under this Guarantee.

Return shipping

Return shipping costs are the responsibility of the customer. We recommend using a tracked and insured courier service, as we cannot accept liability for items lost or damaged in transit during the return journey.
Where a product is found to be faulty, defective, or incorrectly supplied, Umbrello Living Sdn Bhd will arrange and meet the cost of return shipping.

2. Faulty, defective, or incorrectly supplied products

If your product arrives faulty, defective, or materially different from what you ordered, please contact us at info@umbrello-my.com within seven (7) days of delivery. Your rights in this situation are governed by the Consumer Protection Act 1999 (Malaysia) and are not limited by this Policy.
Where a valid warranty claim exists, we will arrange repair, replacement, or refund at our discretion and in accordance with the applicable Shadowspec product warranty terms, a copy of which is available on request.

3. Warranty claims

Shadowspec commercial-grade umbrellas are covered by a manufacturer’s warranty against defects in materials and workmanship. Warranty terms vary by model and component. Please refer to the product specification sheet or contact us for the warranty schedule applicable to your purchase.

Warranty claims must be submitted with:

  • Proof of purchase (order number and date).
  • Photographs clearly showing the defect.
  • A description of when and how the defect appeared.

Warranty cover does not extend to:

  • Normal wear and tear, including canopy fading from UV exposure beyond the rated period.
  • Damage caused by incorrect installation, misuse, or failure to follow the Care and Maintenance Instructions.
  • Damage caused by extreme weather events beyond the rated wind-load specification for the product.
  • Cosmetic damage that does not affect the structural integrity or function of the umbrella.

4. Refund processing

Once a return is received and inspected, we will notify you of the outcome within five (5) business days. Approved refunds will be processed to the original payment method within ten (10) business days of that notification.
For bank transfer payments, refunds will be made to the account from which the original payment was received. Please ensure your account details are current when submitting your return request.

5. Consumer rights under Malaysian law

This Policy is offered in addition to, and does not replace or restrict, your statutory rights under the Consumer Protection Act 1999 (Malaysia). If you believe your statutory rights have not been met, you may contact:

  • Consumer Claims Tribunal (Tribunal Tuntutan Pengguna Malaysia)
  • Ministry of Domestic Trade and Cost of Living (KPDN)

6. Contact

For all returns, refund enquiries, and warranty claims:

  • Email: info@umbrello-my.com
  • Website: www.umbrello-my.com

We aim to respond to all enquiries within five (5) business days.