Refund policy
At Hovershade™, we stand behind the engineering of our modular shading structures. We will do our best to make sure you have a excellent experience setting up and using our product. Because our products are specialized equipment, we ask that you review the following policy regarding returns and cancellations.
1. 30-Day Return Window
We offer a 30-day return policy. You have 30 days from the date you receive your shading system to request a return. To be eligible, the item must be in the same condition that you received it: unused, unassembled, and in its original packaging.
2. Non-Returnable Items
To protect our intellectual property and ensure safety, we cannot accept returns on:
- Systems that have been fully assembled or deployed in the field (due to safety wear-and-tear on ropes and ratchets).
- Custom-cut shade fabric lengths. We do not sell the shade fabric directly.
- Items returned more than 30 days after delivery.
3. The Return Process
To start a return, contact us with our Contact Page, or email us at Contact@hovershade.com. If your return is accepted, we will send you instructions on where to send your package.
Shipping Costs: Customers are responsible for the cost of return shipping. Given the weight of the metal structures (~90 lbs total), we recommend using a trackable shipping service and purchasing shipping insurance.
Restocking Fee: A 10% restocking fee may be applied to all returns to cover the inspection and re-certification of the modular metal components and tension systems.
4. Damaged or Defective Goods
Please inspect your order upon receipt. If the modular structures are defective, damaged, or if you are missing parts (e.g., specific 3-4ft extension pieces), contact us immediately. We will ship out replacement parts at no cost to you.
5. Refunds
Once we receive and inspect your return, we will notify you if the refund has been approved. If approved, you’ll be automatically refunded on your original payment method within 15 business days
"Before requesting a return, please visit our Video Gallery or contact our technical support team. 90% of setup challenges can be solved with a quick 5-minute troubleshooting email!"