Returns & Refunds
Our returns&refunds policies and procedures apply to everyone who makes a purchase on Mills-Parasols.com, despite the country from which the website was accessed or the destination address of the order.
- Contact us through our customer service team or by sending us an e-mail to firstname.lastname@example.org, with RETURN COLLECTION on the subject. Inform us of the pick-up address, the product you're returning and a telephone number to contact you if necessary. We require the same package that was used for the delivery (the Mills Package) when returning the item in order to assure the product is safely secured during its shipping period. The refund amount may be compromised if you don't use the original Mills package and the product arrives damaged at our premises.
- We may request evidences that the product was faulty at the time of the delivery and/or that it was a genuine fault from Mills Parasols. Depending on the fault, we may ask you to return only the faulted part of the product, e.g. only the canopy, only the ribs pack, etc. These parts are always available to purchase in our online store. Arrangements can be made to exchange those parts in situations of genuine fault from Mills-Parasols.
- We will arrange a pick-up date and contact you to inform of the arrangements. If no one is at the address you provided for the return collection at the arranged date, TNT, our courier partner, makes 3 attempts to contact you. If unsuccessful, the return procedure is automatically canceled and you will not receive a refund. You can still ship the product to us, at your own responsibility, through a courier of your choosing, and if it arrives within the limit time (14 days from the day you received your order) we can give you a partial refund.
- When the product arrives to us and it complies with our returns & refunds policies, we will give you the amount of the refund as credit in our online store.
We strongly advise all customers to check the product thoroughly upon delivery before removing any attached tags and before disposing of any original packaging. Items must be returned unworn, unwashed, undamaged and unused with their original tags. If the item comes with a security tag this must be left on. If the security tag is removed then the returned item will not comply with the returns policy and will not be refunded. If the item comes with within a sealed plastic bag this must be left on. If the plastic bag is open then the returned item will not comply with the returns policy and will not be refunded. We strongly recommend you return items in their original packaging to ensure the necessary protection when in transit.
In case your items and/or its containers arrive damaged or corrupted you should immediately complain to TNT carrier and address to Mills-Parasols.com through our contact form or by sending us an e-mail to email@example.com with FAULTY/DAMAGED PRODUCT AT ARRIVAL in the subject.
Mills parasols' warranty is aligned with European Law requirements, that is, 2 years from the day you receive our product. This is applicable only to manufacturing defects, however it is our responsibility to exchange, refund or repair the faulted product. Mills Parasols reserves the right to demand proof that the fault existed at the time of the delivery.
Mills-Parasols accepts returns and gives refunds except for the "Create Your Own Shadow" service, that is, the personalised parasols.
Bear in mind the returned product must arrive to us no later than 14 days from the day you receive the product. After this time we cannot guarantee a full refund. We strongly recommend that you book your returns pick-up within 7 days of receiving your order to ensure that it arrives back in time. Please note that we can only collect returns from the same country to which your order was delivered.
Returns from Russia
If your return shipment is valued more than 1000 Euros, you may be charged a certain fee to be paid to Russian customs.
If you would like to exchange an item, you will need to return the original item, get a refund and place a new order. The conditions and policies applied to exchanges are the same for returns and refunds.
For deliveries outside the European Union, Mills Parasols doesn't give refunds if the customer refuses to pay the local custom fee applicable to his/her country upon delivery and the product needs to be returned.
Once your return has been received and it complies with our returns policy, we will refund you by credit to spend in our online store on any product or service. The amount of the refund is the price you paid for the product deducted by the return shipping cost and any customs fees applicable. Bear in mind the return shipping cost may not necessarily be the same as the delivery shipping cost. Free shipping returns are only applied in situations of genuine fault from Mills-Parasols, e.g. wrong items sent, manufacturing fault, etc.