Shipping, returns, & warranty

Shipping & Deliveries

When you finalize your purchase, you're not just getting an exceptional item; you're also taking on an important obligation. It's crucial that you or a designated proxy be present at the delivery address on the day your order arrives. This measure is key to guaranteeing a smooth and secure receipt of your product, reducing the chances of any delivery issues.

As soon as your order is on its way, we will swiftly send you a tracking number. Use this number as a dependable resource to keep an eye on your package's current whereabouts. Keeping up to date with the tracking information is the best strategy to be ready for the fast-approaching delivery of your purchase.

We ship to the continental United States. Alaska, American Samoa, Guam, Hawaii, Marshall Islands, Micronesia, Marshall Islands, Northern Mariana Islands, Palau, Puerto Rico, US Virgin Islands and Armed Forces Territories are excluded from our delivery areas.

Moreover, due to logistical difficulties in making deliveries to certain remote areas, we reserve the right to cancel an order.

Standard Shipping: Your order will be delivered to the provided address without the need for a signature. Please be aware that the delivery service may leave the package at your doorstep. It is either your responsibility or that of a designated representative to be available at the delivery address to ensure the package is received safely and promptly.

Shipping with Signature Confirmation: Your order will be shipped to the specified address and will require a signature upon delivery. This means the delivery service cannot leave the package unattended at your doorstep. A signature is necessary to confirm receipt, providing an added layer of security for your shipment.

Priority Shipping: This option prioritizes the preparation of your order during standard warehouse hours, and guarantees same-day or next-day collection by the carrier, Monday to Friday. Similar to the shipping with signature confirmation, the package cannot be left unattended at your doorstep. A signature will be required upon delivery, ensuring the safety and security of your shipment.

Please allow 1 to 2 business days for processing your order. Delivery times are typically 3 to 10 business days.

Once an order has been forwarded to our warehouse, it is not possible to make any additions, removals, or alterations to the items within that order.

If you have any concerns or discover an error in your order, we kindly request that you contact us via email within a 24-hour window. Please include your order number for reference when reaching out to us.

Several factors may impede our ability to ship your order, and here are some potential reasons:

*The product(s) you have ordered are currently out of stock.
* Your residence is situated in a remote area where delivery is not feasible.
* Your specified delivery address is a PO box, which, regrettably, we are unable to accommodate.
* A payment issue may have arisen during the order placement process.

Our primary objective is to adhere to our standard delivery timelines for your order. However, on occasion, unforeseen factors can result in delays in the delivery process.

Here are a few potential reasons for a delayed delivery:

* Your order was dispatched during our sales and promotional periods.
* You placed an order containing multiple products.
* Your order was made on a Quebec or Canadian public holiday. Our primary warehouse is located in Quebec, serving as the central hub for all our products.
* Unforeseen and uncontrollable circumstances played a role in the delay.

If you reside in an apartment building and require a buzzer code for lobby access, kindly make sure to include this information in the notes section of your order. Failure to provide the lobby code may result in the non-delivery of your order, as the delivery personnel may be unable to access the building.

Additionally, it's important to be aware that our carriers do not possess dedicated cell phones for professional use, and they do not typically make pre-delivery phone calls.

Payment

Basil Bangs USA website accepts the following payment methods:

  • Visa
  • Mastercard
  • American Express
  • e-wallet
  • Paypal
  • Klarna

Basil Bangs USA website accepts the following e-wallet payment methods:

  • Shop Pay
  • Apple Pay
  • Google Pay (GPay)

Returns, Exchanges & Pricing policy

We make our best efforts to provide you with the best designs and products, however we understand that from time to time you may not be pleased with the product you have purchased and in some instances you will need to return it. To streamline the process, returns must be pre-authorised, and pending inspection the product will be repaired, or a refund, credit or exchange will be issued to you at the discretion of Basil Bangs. In all cases, our best efforts will be made to repair your beloved product first and foremost.

Returns, refunds, or exchanges will not be accepted for purchases made beyond a 10-day period from the date of receipt. To initiate a return or exchange, it is imperative to furnish proof of purchase, and the merchandise must remain unused, uninstalled, and returned in its original condition and packaging.

RETURN CONDITIONS

* Merchandise must be unused, in is original condition,
* Merchandise can only be returned if purchased online directly from basilbangs.ca
* Merchandise must be returned within 10 days of receiving your order,
* Items listed as FINAL SALE cannot be returned for a refund,
* Shipping charges incurred during checkout are not refundable,
* Customers are responsible for any return costs,
* 15% of the purchase price will be charged for any opened box and/or damaged merchandise, and for refurbishment

Unfortunately, we do not facilitate exchanges. Instead, we kindly request that you initiate a return for the item you no longer want and proceed to place a new order for the desired product. This approach ensures both product availability and a quicker delivery process for your chosen item.

To qualify for a refund, the product(s) must have been purchased directly from our Online Shop. Most online orders are eligible for return within a 14-day window from the date of receipt.

To initiate a return, please get in touch with our Customer Service team via email. Make sure to include your order number in your email correspondence.

No, all sale items are final sale and are not eligible for a price adjustment, return, credit or exchange.

Upon the arrival of your return package at our warehouse, you will promptly receive an email confirmation acknowledging its receipt. Typically, your refund will be processed within 14 days from this confirmation date.

Please note that refunds are issued via the same payment method and currency that was initially utilized for the purchase. Depending on the time of year (which may involve holiday-related delays or closures) and your banking institution, it is possible that it may take a bit longer to receive your refund.

Returns can only be created by original purchaser. We do not offer exchanges.

It's important to be aware that we do not provide price adjustments for products that have been previously purchased and are now being advertised at a discounted price. Discounted products are classified as final sale items and are ineligible for returns, credits, or exchanges.

What is your warranty?

In general, our products come with a 12-month warranty against manufacturing defects. However, please note that we cannot extend warranty coverage for damage resulting from misuse, inappropriate usage, adverse weather conditions, or normal wear and tear. We kindly ask our customers to adhere to our care instructions to ensure the longevity and performance of our products.

The Basil Bangs product warranty covers manufacturer’s faults and defects only, and only applies to the original purchaser.

This warranty does not cover damage caused by wind or adverse weather conditions, fair wear and tear, accidents, misuse, fire, flood, hail, earthquakes or other natural disasters, or alterations or repairs by any other than an authorised agent of Basil Bangs Pty Ltd.

The Beach Umbrella must be used with a suitable base with a reasonable amount of weight applied, or be correctly installed with an appropriate in-ground fitting. If installed, this warranty is valid only for installations made by Basil Bangs Pty Ltd, an authorised agent or if installed by the customer, the installation must be carried out exactly as required in the instructions that are supplied with the umbrella or available on our website.

In the case of Beach Umbrella installations, the owner is to ascertain position of all underground pipes and electrical wires and notify installer of any obstacles. Although all care will be taken, no responsibility can be accepted for any damage during installation.

The Beach Umbrella canopy fabric warranty is a Limited Manufacturers Warranty, which is passed on by Basil Bangs Pty Ltd.

The warranty is valid only if the Beach Umbrella is put up and collapsed as instructed by an authorised Basil Bangs Pty Ltd Dealer and/or as per the instructions in the umbrella manual as supplied. It is highly recommended that you close and tie your umbrella when gusty or strong winds are expected. If strong winds are expected for a long period of time it is recommended that the umbrella be removed from its base and stored. When closing the umbrella for extended periods of time, the canopy must be folded in such a way as to avoid ‘pinching’ of the fabric in the umbrella ribs/arms. Wear and tear caused by ‘pinching’ of the fabric by the umbrella framework is not covered under this warranty.

If the umbrella is to be transported, it must be dismantled and adequately packaged (preferably with canopy and frame wrapped separately) to avoid damage during transit. If damage is incurred as a result of insecure packing, this is outside our warranty provision.

In the case of repairs to the umbrella being required (regardless of whether the repairs are covered under warranty) the cost of transportation to/from Basil Bangs Pty Ltd for any repairs is to be paid by the claimant.

This warranty is the only express warranty given by Basil Bangs Pty Ltd. No person has the authority to change or add to these obligations and liabilities without Basil Bangs Pty Ltd approval in writing.

Basil Bangs Pty Ltd reserves the right to determine whether or not fault is caused by faulty workmanship or material or that any part is defective.

Basil Bangs Pty Ltd or its authorised agent may offer advice, but accepts no responsibility as to the ultimate positioning of the umbrella.

Wind ratings do NOT form part of, nor fall under, Basil Bangs’ warranty. Wind ratings are to be used as a guide only, to the relative strength of the umbrellas and tested at their optimal positions. Wind can be extremely variable, depending on the environment and changes with elevation, angle of gusts, how built up an area is etc. In any high wind or sudden windy conditions, ALL umbrellas should be closed and secured immediately.

Our premium Acrylic fabrics are manufactured from 100% acrylic fibre and guaranteed to:

* Protect against rot, mildew and discolouration typical in normal conditions. It does not apply against any deterioration of any kind due to wind or weather related damage, misuse, burns, negligence, vandalism, perforations or stains due to environmental pollution, and fair wear and tear.
* Retain a light-fastness rating of 6-8 on a 1-8 scale (minimum fading) for a period of 5 years.

Our premium acrylic fabrics are very tightly woven, with minimal light transmission, resulting in excellent UV protection of UPF 50+ and SPF 100. Should the fabric fail, the manufacturer of the acrylic fabric will offer to replace the fabric free of charge, subject to the following:

* The customer provides proof of date of purchase;
* The fabric is maintained correctly.

Our Polyester fabrics are manufactured from 100% polyester fibre and guaranteed to:

* Protect against rot, mildew and discolouration typical in normal conditions. It does not apply against any deterioration of any kind due to wind or weather related damage, misuse, burns, negligence, vandalism, perforations or stains due to environmental pollution, and fair wear and tear.
* Retain a light-fastness rating of 3-4 on a 1-8 scale for a period of 1 year.

Our polyester fabrics are very tightly woven, with minimal light transmission, resulting in excellent UV protection of UPF 50+ and SPF 100. Should the fabric fail, the manufacturer of the polyester fabric will offer to replace the fabric free of charge, subject to the following:

* The customer provides proof of date of purchase;
* The fabric is maintained correctly;

This fabric guarantee for both Acrylic and Polyester fabrics extends specifically to the replacement of fabric only and excludes the work and installation of others and also excludes other fittings and hardware. Other costs such as re-making a canopy, dismantling, transport, re-erection, travelling costs and consequential loss are also excluded from this guarantee.

Basil Bangs warrants all Bases for a period of one (1) year from the original date of purchase.

While all of our products are designed to be suitable for exterior conditions, different materials are affected differently in outdoor physical elements.

The base plates are made from a mild steel, and are treated with levels of pre-protection that assist with guarding against corrosion, before being powder coated to make the surface further resistant to exterior conditions.

Any ‘wear and tear’ and / or rough treatment of powder coated accessories and furniture can result in chipping of the coated surface, and because the bases are a mild steel they can then be prone to rust /corrosion.

We know it’s tempting, but please refrain from rolling the 25kg White ‘Basil Base’ on its edge. This may damage the coatings and lead to corrosion. Instead, carefully lift and re-position the base in the desired location.

Items placed in coastal areas require more regular maintenance. Exposure to sea air and chlorinated environments may accelerate deterioration to a product’s finish, so we recommend regular cleaning of your umbrella and bases to maintain appearance and guard against wear and tear.

Basil Bangs can recommend specific bases and anchoring systems for specific umbrella types. These are recommendations only, as each environment is different and may require different base options.

Rust Disclaimer

Rust is a natural part of the ageing process of all steel or iron based materials. It is not considered a defect and is not covered under warranty. Steel bases are designed to require minimum maintenance and should be kept clean and well maintained to prevent damage/chipping.

The Basil Bangs product warranty covers manufacturer’s faults and defects only, and only applies to the original purchaser where proof of purchase can be shown.

While all of our products are designed to be suitable for both indoor and outdoor use, materials are affected differently in different environments. We recommend following the care instructions provided for each product to help maximise their lifespan.

Basil Bangs will assess the product and make a determination, solely at its discretion, regarding its eligibility under this warranty. If it is deemed to be covered, Basil Bangs, through its own service operations, will then, at its sole discretion, either send replacement parts, repair the defective product, or provide a replacement with either the same or a comparable product.

In cases where the product is covered by this warranty, Basil Bangs will cover the expenses associated with repairs and spare parts that Basil Bangs incurs, as long as the product can be repaired without incurring special additional costs.

This warranty is provided exclusively to the original purchaser of the product and cannot be transferred to any other party. Warranty coverage for products sold within Canada is non-transferable beyond the original purchaser.

To file a warranty claim, it must be done either at the place of purchase or, if the product was purchased through basilbangs.ca, by sending an email to our customer service team. It is crucial to provide proof of purchase, which includes a receipt with the date of the transaction, for all warranty claims.