Return/Exchange Policy
· There is a 15% restocking fee on merchandise returned/exchanged for any reason other than a product defect or damage.
· We cannot accept returns/exchanges for any special order items. Palapa kits are special order items.
· For thatch returns, only unopened, full bales of thatch or matting can be returned and a 15% restocking fee will apply.
· Returns/Exchanges will not be accepted after 7 days from when you receive your shipment.
· Damaged shipments: Please inspect your package(s) immediately upon receipt for shipping damages. You must notify us within 2 days of receipt of any shipping damages. We cannot take responsibility for shipping damages beyond this point.
· You must call us for a Return Authorization number (RA#) by calling Customer Service at (858) 272-1598. Please make sure you write this number on the outside of the box you send back to us. Returns without an RA# will not be accepted.
· We cannot accept returns for items damaged in transit where that damage is not reported to us within 2 days of a customer receiving that shipment. Damages must be reported immediately.

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Cancellation Policy
Orders may be cancelled prior to shipment at no expense to the customer.
Please be sure to place your cancellation by email to sandiego@tropicalshade.net if you are not able to speak directly with our customer service department.

If an order is shipped prior to cancellation, a 15% restocking fee will be charged as well as all shipping expenses incurred by Tropical Shade Masters, Inc. - both to the customer as well as the return shipping expense (copy of shipping expense will provided to customer).

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