Refund and Returns Policy

We want you to be satisfied with your purchase from The Umbrella Site. This policy explains when you may request a refund, return, or exchange and how delivery charges are handled.

1. Refund requests

You may request a refund within 7 calendar days from the date your order is delivered.

To request a refund, email info@theumbrellasite.com with your order number, the item you want to return, and the reason for your request.

The item must meet the eligibility requirements explained in this policy. Please wait for our confirmation and return instructions before sending an item back.

2. Exchange requests

You may request an exchange within 14 calendar days from the date your order is delivered.

An exchange may be requested for another available colour, design, or product, subject to stock availability.

To request an exchange, email info@theumbrellasite.com with your order number, the item you want to exchange, and the replacement item you would like to receive.

If the replacement product costs more than the original product, you will need to pay the price difference before the replacement is dispatched.

If the replacement product costs less than the original product, we may refund the difference, issue store credit, or agree on another suitable option with you.

Exchanges are subject to product availability. If the requested replacement is not available, we will contact you to discuss the available options.

3. Eligibility requirements

To qualify for a standard refund or exchange, the returned item must:

• Be returned in its original condition.
• Be unused except for reasonable inspection after delivery.
• Be free from damage, marks, stains, scratches, or signs of misuse.
• Include the original packaging, tags, labels, accessories, and any included items.
• Be accompanied by the order number or another valid proof of purchase.
• Be sent back according to the return instructions provided by us.

We may reject a standard refund or exchange if the item does not meet these requirements.

4. Delivery charges

5. Damaged, defective, or incorrect items

Please inspect your order as soon as possible after delivery.

If an item arrives damaged, defective, incomplete, or different from the product you ordered, contact us as soon as reasonably possible at info@theumbrellasite.com.

Please include:

• Your order number.
• A clear description of the issue.
• Photographs or videos showing the issue where relevant.
• Photographs of the packaging if the parcel arrived damaged.

After reviewing the issue, we may offer a replacement, refund, repair, partial refund, or another appropriate solution depending on the circumstances and applicable law.

Nothing in this policy limits any legal right or remedy that cannot lawfully be limited or excluded.

6. Items that cannot be returned for a standard change of mind request

We may not accept a standard change of mind refund or exchange for:

• Items returned after the applicable request period has ended.
• Items that have been used beyond reasonable inspection.
• Items damaged because of misuse, neglect, improper handling, or accidental damage after delivery.
• Items missing their original packaging, tags, accessories, or included parts.
• Items marked as final sale or clearance items before purchase, where applicable law allows this restriction.
• Customised or personalised products, unless the item is defective or incorrect.

These exclusions do not remove any mandatory legal rights relating to defective, damaged, or incorrectly supplied products.

7. How to start a return or exchange

To request a return or exchange:

• Email info@theumbrellasite.com.
• Include your order number.
• Tell us which item you want to return or exchange.
• Explain the reason for your request.
• Attach photographs or videos if the item is damaged, defective, or incorrect.
• Wait for our confirmation and return instructions.

Please do not send an item back before contacting us. The return address and courier instructions may depend on your location and the reason for the return.

8. Returning the item

After we approve your return request, package the item carefully and send it according to the instructions we provide.

For standard refunds and exchanges, the customer is responsible for selecting a suitable delivery service and keeping the tracking details.

We are not responsible for a returned parcel that is lost or damaged before it reaches us when the customer arranged the return delivery.

We recommend using a tracked delivery service.

9. Refund processing

After we receive and inspect the returned item, we will notify you whether your refund has been approved.

Approved refunds will normally be processed within 7 business days after the returned item has been received and approved.

For an order paid by bank transfer or cash on delivery, the refund will normally be sent through bank transfer or another method agreed with you.

We may ask you to provide the necessary payment details securely so that we can issue the refund.

If an online payment method is added in the future, an approved refund may be returned through the original payment method where possible.

Bank processing times may vary. After we issue a refund, it may take additional time for the amount to appear in your account.

10. Order cancellations

You may request an order cancellation before the order has been dispatched.

To request a cancellation, contact us as soon as possible at info@theumbrellasite.com.

We will try to cancel the order before dispatch, but cancellation is not guaranteed if the parcel has already been prepared or handed to the courier.

If the order has already been dispatched, you may request a return after delivery according to this policy. Applicable delivery charges may be deducted from the refund or charged separately.

11. International returns and exchanges

We accept orders worldwide. If you are returning an item from outside Pakistan, contact us before sending the parcel.

For a standard international refund or exchange, the customer is responsible for:

• Return delivery charges.
• Replacement delivery charges for an exchange.
• Any customs duties, taxes, handling charges, or courier fees that apply to the return or replacement shipment.
• Following the return instructions provided by us.

If the return is required because we sent an incorrect, damaged, or defective item, contact us before arranging delivery. We will review the issue and provide appropriate instructions.

12. Unclaimed or refused deliveries

If a parcel is returned because delivery was refused, the delivery address was incorrect, the customer was unavailable, or required customs charges were not paid, we may deduct the applicable delivery and return costs from any refund where permitted by law.

If you ask us to dispatch the parcel again, additional delivery charges may apply.

13. Mandatory consumer rights

This policy provides our standard return, refund, and exchange terms.

Nothing in this policy limits any consumer protection right, remedy, or legal obligation that cannot lawfully be excluded or limited.

Depending on your country or region, you may have additional rights relating to faulty goods, incorrect items, cancelled orders, or distance selling.

14. Changes to this policy

We may update this Refund and Returns Policy when our products, delivery arrangements, payment methods, or legal requirements change.

The latest version will be published on this page with an updated date at the top.

15. Contact us

For a refund, return, exchange, cancellation, or question about this policy, contact us using the details below.