Order Amendments, Cancellations, Returns and Damages

We’re here to help!

We always aim to be as transparent as possible when it comes to our product listings to help you make the most informed decisions prior to placing an order with us, however, after ordering it is possible that you may need to make an amendment, cancel all or part of your order, return individual products or the entire order, or you may need to notify us of damages.

Whatever the reason, Umbrella Trading offer a 14 day returns policy as well as a number of other solutions as detailed below.

All order amendments, cancellations, returns and damages information (including all information found on this page) are subject to our full terms and conditions.


Order Amendments

If you have incorrectly placed an order with us and wish to make any amendments, please contact our sales team as a matter of urgency on 01603 319 419 (Option 1 for Sales) and we will assist you with your request.

If you are attempting to contact us outside of our standard working hours, we would advise that you leave us a voicemail which will be picked up by our sales team as soon as work continues.

We are unable to guarantee that amendments can be made to orders if the order is too far into processing, but we will always do whatever we can to help you and will offer alternate solutions should an amendment not be possible.


Cancellations

If after placing an order with us you find that you need to cancel individual products or the entire order, please contact us via email at [email protected] or by phone on 01603 319 419 (Option 1 for Sales) and a member of our sales team will assist you with the cancellation process.

Cancellations are only available on orders which have not yet been despatched by us and have an order status of ‘Pending’. If an order has been marked as ‘Shipped’, we are unable to offer a cancellation – You will instead need to look at our ‘Returns’ section below.


Returns

If you are needing to return all or part of your order to us then we offer all customers a 14 day returns policy. In order to make a return, please follow the instructions given below.

Returns Procedure:

Stage 1

  • You must email [email protected] within 14 days of the day of delivery to provide written proof of your return. To help us improve our customer service overall, we also politely ask customers to provide a brief explanation as to why they are making their return, however this is not a legal requirement.
  • You must include your order number to avoid any delays. You can find your order number in your order confirmation email, included on your Invoice, or via the orders page on this site.
  • Once we have received your returns request we will then provide you with the relevant returns form which must be completed in full and sent back to the returns email address.

Stage 2

  • Upon approval of your submitted returns form, we will provide you with our returns address along with our consent to send the returnable products.
  • Please make sure you package the returning products adequately to prevent damage during transit and send the products directly to the return address we provide you with.
  • A copy of your completed returns form must be clearly included within each of the returning boxes. Failure to do so will result in your return being delayed.

Stage 3

  • Once we successfully receive your return it is checked by our sales team to confirm whether it is still applicable for a refund.
  • If approved by Umbrella Trading; a refund is issued within 14 days of the returned product/s being received, less any returns fees that may apply.
  • If a return is denied a refund we will contact you within 14 days of the returned product/s being received with a full explanation as to why along with some solutions as to how we can progress.
  • An automated refund or cancellation email will be sent to you once a return has successfully been processed against an order.

Damages

We have chosen our couriers carefully to ensure that they can offer the highest standards of service at the most competitive prices. We accept however, that there is always the slight chance something may get damaged in transit. If you have received damaged products, please follow the instructions below in order for us to help.

It is imperative that you inform us as soon as possible of any of the below scenarios.

Damages Procedure:

During Delivery

  • If you notice there is damage to a product while the delivery is in progress, we advise all customers to contact our sales team immediately on 01603 319 419 (Option 1 for Sales) for further instruction.
  • If the external packaging looks damaged but the product/s look undamaged, please accept the delivery but sign any associated paperwork as “packaging damaged”.
  • You must inform us of any damage within 14 days of receiving your delivery. We are unable to accept any damage claims that come outside of this timeframe.
  • If approved by Umbrella Trading; a refund is issued within 14 days of a successful damage request being received, less any returns fees that may apply.

After Delivery

  • If you have taken delivery of your order and later found any of the products to be damaged, please inform us immediately via email at [email protected] or by calling our sales team on 01603 319 419 (Option 1 for Sales).
  • You must inform us of any damage within 14 days of receiving your delivery. We are unable to accept any damage claims that come outside of this timeframe.
  • If approved by Umbrella Trading; a refund is issued within 14 days of the successful damage request being received, less any returns fees that may apply.