Refund policy
Returns & Refund Policy
Last updated: 11 August 2026
We hope you are happy with your purchase from Online Parasols. If you change your mind, you may cancel and return eligible purchases in accordance with the policy below.
Nothing in this policy affects your statutory rights.
1. Change-of-Mind Returns
If you purchase goods from Online Parasols online, you generally have the right to cancel your order within 14 days of receiving the goods.
You do not need to provide a reason for cancelling.
To exercise your right to cancel, you must clearly notify us of your decision within the 14-day cancellation period.
Please contact us at info@onlineparasols.co.uk, quoting your order number and identifying the goods you wish to return.
After notifying us that you wish to cancel, you must return the goods to us within 14 days.
Please do not return goods without contacting us first, particularly large or bulky products, as we may need to provide specific return instructions.
2. Return Costs
For a change-of-mind return, you are responsible for the direct cost of returning the goods to us.
This includes the cost of returning large or bulky products.
Some of our products, including outdoor furniture and other large items, may be expensive to return due to their size and weight. We therefore recommend checking product dimensions, specifications and suitability carefully before ordering.
Where appropriate, we may be able to help you identify a suitable method of return or arrange collection using a carrier. If we agree to arrange a collection for a change-of-mind return, the reasonable direct cost of that collection may be deducted from your refund or charged to you, provided this has been agreed with you.
This does not apply where goods are faulty, damaged, not as described or incorrectly supplied. Please see Section 7.
3. Looking After Goods Before Returning Them
You may inspect goods in the same way that you reasonably could in a physical shop to establish their nature, characteristics and functioning.
You are responsible for taking reasonable care of goods while they are in your possession.
If goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, and this results in a reduction in their value, we may make an appropriate deduction from the refund as permitted by law.
Where possible, please return products with their original packaging, components, accessories, instructions and other supplied items.
We recognise that opening packaging may be reasonably necessary to inspect a product. The absence of original packaging does not automatically remove your statutory cancellation rights.
4. Returning Large and Bulky Products
Some Online Parasols products are large, heavy or bulky.
If you wish to return one of these products, please contact us before arranging the return.
Goods must be appropriately packaged and protected for transport.
If you arrange your own return, we strongly recommend using an appropriate tracked and insured service suitable for the size, weight and value of the goods.
You remain responsible for the goods until they are received by us when you arrange the return yourself.
5. Refunds
Where you validly exercise your statutory right to cancel, we will refund the payments due to you in accordance with applicable consumer law.
This will normally include:
-
the purchase price of the returned goods; and
-
the cost of our least expensive standard delivery option that was available for your order, where applicable.
If you selected a more expensive delivery option, such as an enhanced or express service, we are not required to refund the additional amount above the cost of our standard delivery service.
We may withhold the refund until we have received the returned goods or you provide evidence that you have sent them back, whichever occurs first, where permitted by law.
Refunds will normally be made using the same payment method used for the original transaction unless otherwise agreed.
6. Orders Cancelled Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at info@onlineparasols.co.uk.
We will try to stop the order before dispatch.
However, our warehouse may process orders quickly and we cannot guarantee that an order can be stopped once fulfilment has begun.
If the order has already been dispatched, you may need to receive it and follow the normal returns process.
7. Faulty, Damaged, Incorrect or Misdescribed Goods
Your rights where goods are faulty, damaged, not as described or otherwise fail to meet the requirements of the Consumer Rights Act 2015 are separate from the change-of-mind return rights described above.
If your order arrives damaged, contains the wrong product, has missing components or appears to be faulty, please contact us at info@onlineparasols.co.uk as soon as reasonably possible.
Please provide:
-
your order number;
-
a description of the problem; and
-
photographs or other relevant information where reasonably possible.
Photographs can help us understand the problem and resolve it more quickly, particularly for large items where returning the entire product may not immediately be necessary.
We may offer an appropriate remedy depending on the circumstances and your statutory rights, which may include repair, replacement, refund or another suitable resolution.
Where goods are being returned because they are faulty, damaged, incorrectly supplied or not as described, we will handle reasonable return arrangements or costs as required by law.
We will not require you to pay return costs that we are legally responsible for.
8. Damage During Delivery
Please inspect your order as soon as reasonably possible after delivery.
If packaging or goods have been visibly damaged during transit, please take photographs of the packaging and the product before disposing of the packaging where possible.
Please contact us promptly at info@onlineparasols.co.uk so that we can investigate and resolve the issue.
Reporting delivery damage promptly can help us pursue the matter with the carrier, but this does not remove or reduce any statutory rights you may have.
9. Products Requiring Assembly
For products supplied for self-assembly, please check the components and condition of the product before completing assembly where reasonably possible.
If you discover a fault, missing component or damage during assembly, stop assembly where appropriate and contact us.
Assembly of a product does not automatically remove your statutory rights where the product is faulty or not as described.
10. Exclusions from Change-of-Mind Cancellation Rights
Certain goods may be excluded from the statutory right to cancel under UK law.
This may include, where applicable, goods that are:
-
made to your specifications or clearly personalised;
-
liable to deteriorate or expire rapidly; or
-
sealed for health protection or hygiene reasons and have been unsealed after delivery, where the statutory exemption applies.
Any applicable exclusion will be identified where appropriate.
This section does not affect your rights if an excluded product is faulty, damaged or not as described.
11. Exchanges
We do not guarantee a direct exchange service.
If you would like a different product, size, colour or variation, please contact us. Depending on the circumstances, the simplest option may be to return the original eligible product for a refund and place a new order.
12. How to Start a Return
To request a return, email:
Please include your order number, the product you wish to return, and whether you are returning it because you have changed your mind or because there is a problem with the goods.
We will provide the appropriate return instructions.
Please do not send large or bulky products back without first contacting us.
13. Return Address
Unless we provide alternative return instructions, returns should be directed to:
Online Parasols
Unit 6, Brocton Industrial Estate
Cannock Road
Stafford
ST17 0SU
United Kingdom
Please contact us before returning large or bulky items.
14. Your Statutory Rights
Nothing in this Returns & Refund Policy is intended to exclude, restrict or replace rights or remedies that you have under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
15. Business Information
Online Parasols is a trading name of Hobby-lines Limited, registered in England and Wales under company number 13007296.
Registered office: Unit 6, Brocton Industrial Estate, Cannock Road, Stafford, ST17 0SU.
VAT Registration No. GB 362949854.