We know that not everything always works out how it should. A perfect beach week gets ruined by rain, a vacation gets off to a slow start with a flat tire, and your beach gear gets damaged and you aren’t sure how to fix it.
We want to make it right for you - which is why we have our Let’s Make it Right Promise. If something happens to your Shibumi Shade, Chair, or accessory – and it’s on us – contact us and we’ll repair or replace it for you.
If it’s something else that happens – a kid (or a flying fish) puts a hole in your shade, you lose a cup holder for the chair – contact us, and we’ll still work with you to fix that too.
When you reach out to us, have the following information ready to get your issue resolved as quickly as possible:
- Order Name
- Order email address
- Description of issue
- Photographs if required.
This is how we’ve always tried to act at Shibumi, like a trusted friend that you know you can go to when something unexpected happens.
Let’s Make it Right Promise More Info and FAQs
What do we consider “on us”?
Essentially anything that is a manufacturing defect, including:
Shade Products:
- Missing Straps or snaps
- Holes upon receiving
- Large discoloration or stain marks upon receiving
- Missing sand bag connection point
- Snaps falling off in first use
- Missing strap on bag
- Fraying of canopy material within first year of purchase
Wind Assist:
- Missing clips or bags upon receiving
- Holes in the bags within the first year of purchase
Chair Products:
- Missing cup holder or accessory pouch upon receiving
- Holes or rips in the seat upon receiving
- Cracks in the frame
- Loose hardware parts upon receiving
- Fabric is not taut to the frame upon receiving
- Cup holder attachment point not in the right orientation to attach to chair
- Broken or cracked plastic parts within first year of purchase
- Straps or fabric fraying or breaking within first year of purchase
- Any rusting that occurs in the first year of purchase
Towel Products:
- Thread pulls upon receiving
- Skipped weaving area
- Discoloration or stained areas upon receiving
- Areas of color or texture imperfections upon receiving
What is a cosmetic or intentional issue?
We can’t guarantee a free replacement or a repair for any cosmetic issue – but we’ll still do what we can to make it right for you!
A cosmetic issue can include fabric stains, fraying from normal wear-and-tear, holes poked through the fabric, scratches, dents, dings, scuffs, color changes, normal wear and tear, or other non-functional changes in the appearance of the product that does not impair the functionality of the product as outdoor gear.
What if I didn’t buy from your own website?
We still want to honor our warranty if you purchased from an authorized retailer. If you purchased from Amazon.com, please include your Amazon.com order number and date. If you purchased from a retailer – send us that information as well. It might take slightly longer to verify in-person purchases, but we’ll do our best to get back to you quickly.
We do not honor a warranty purchased from unauthorized retailers/e-tailers or products that are used in rental businesses or as an amenity in a rental unit.
What is the fine print?
Your Shibumi Product is covered by a lifetime limited warranty. This limited warranty gives you specific legal rights, and you may also have other rights which vary by state, province, or country. Looking for more details?Please see our Warranty & Return Policy here for full details and limitations.