Parasols - General InformationUpdated 4 hours ago
We're sorry to hear your parasol isn't quite right. Most issues are straightforward to sort out, and this article will guide you through the most common faults with helpful tips to try first. If things still aren't resolved, we'll explain exactly how to get in touch and what happens next.
My parasol arrived damaged
We know how disappointing it is to unwrap something you've been looking forward to and find it's not in perfect condition. Please don't worry — we'll get this sorted for you.
Before anything else, please take photographs of the damage and the packaging. This is the single most important step and helps us resolve things quickly.
Here's what to photograph:
- All sides of the outer box, especially where it looks crushed or torn
- The damaged part of the parasol itself — a close-up and a wider shot showing the full item
- The base, if that's also affected
⚠️ Important: Please report any damage within 24 hours of delivery. After this point we are unable to accept responsibility. Don't wait — even if you're not sure whether it's serious, get in touch straight away.
Once you have your photos, please use our Fault Report Form and we'll take it from there. Replacement parts or a new item will be arranged for you at no charge.
📦 Please note: Packaging can look rough after transit without the item inside being affected at all. Open everything up carefully and check the parasol itself before reporting — if it's in perfect condition, no further action is needed.
My pole is broken or bent
A broken or bent pole is one of the more common issues we hear about, and it's usually caused by damage in transit. It can also occasionally be a manufacturing fault. Either way, we'll put it right.
🌡️ Wooden pole and metal base — hot weather tip: If you have a wooden pole and a metal base, you may find the pole becomes difficult to fit in very hot weather. Wood naturally expands in heat, which can make it a tight fit against the metal. This is not a fault — simply wait for the temperature to cool down and try again. If it still won't fit once the weather has cooled, then please get in touch.
First, take a photo showing clearly where the break or bend has occurred, and another of the full pole. This helps us understand whether you need a replacement pole, a specific section, or a whole new parasol.
A few things worth checking before you fill in the form:
- Is the break at a joint or weld point? This is most likely a manufacturing fault and will be covered under warranty.
- Did the pole arrive like this, or did it break during use? Both are valid reasons to get in touch — just let us know which.
- If the break happened during strong winds, it's still worth reporting. We'll assess it and let you know where you stand.
Submit your photos and details using our Fault Report Form and we'll arrange a replacement as quickly as possible.
🔧 Canopy rib snapped or bent? The same applies — send us a photo showing which rib is affected and the canopy opened up. We'll check whether a replacement rib or a full canopy is needed for your model.
My parasol won't open or close properly
Before assuming there's a fault, it's worth trying a couple of quick things. Crank and tilt mechanisms can occasionally need a little attention, especially if the parasol has been in storage.
If the crank feels stiff or isn't engaging:
- Check the push-button release at the top of the pole — press it firmly whilst turning the crank handle. Sometimes it gets slightly stuck.
- Apply a small amount of silicone lubricant or WD-40 to the crank mechanism. This often frees things up immediately.
- Make sure the pole isn't over-tightened into the base — give it a slight loosen and try again.
- Always turn the crank handle in the correct direction — turning it the wrong way can damage the mechanism. If the parasol isn't opening, stop and check the direction before applying more force.
If the tilt function won't lock or keeps slipping:
- When you set the angle, listen and feel for a click — that's the tilt locking into position. Make sure you're holding it long enough for it to engage.
- Check whether the tilt collar (the ring around the pole at the tilt point) feels loose or looks cracked. If it does, that's the part that needs replacing.
💡 Tip: If neither of the above sorts it, a short video is really useful — it helps us see exactly what's happening with the mechanism. Send it over with your fault report and we'll diagnose it quickly.
Still stuck? Use our Fault Report Form and we'll arrange a replacement crank assembly or tilt collar for you.
Parts are missing from my delivery
Before getting in touch, it's worth doing a thorough check of all the packaging — smaller components like screws, bolts, and end caps are sometimes tucked underneath the main item or packed separately inside a larger box.
Your assembly instructions are included in the box — these will list every component and help you identify exactly what's missing.
If something is genuinely missing, here's what to do:
- Check your assembly instructions and note the exact part name or number that's missing. This helps us send the right thing first time.
- Take a photo of what you do have, laid out — this is often the quickest way for our team to identify what's absent.
- Submit our Fault Report Form with a description of what's missing and your photos.
Replacement parts are typically dispatched within 7–10 working days. We'll confirm timings when we've reviewed your report.
⚠️ Important: Please report any missing parts within 24 hours of delivery. We're unable to accept responsibility for missing items reported after this point.
🛡️ Purchased a cover? If a cover was included in your order and it wasn't in the delivery, please call us immediately on 0330 808 1744 or use Live Chat. Don't wait — our team will get this sorted for you straight away.
The canopy fabric is torn or has faded
Fabric issues fall into two categories — damage present on arrival, and problems that develop over time. Here's how to think about each one.
If the canopy was torn or damaged when it arrived:
This is a delivery fault and we'll replace the canopy or the parasol depending on the extent of the damage. Please photograph the tear clearly, noting where it is on the canopy — at a seam, at a rib attachment point, or in the middle of the fabric. Then submit our Fault Report Form.
If the canopy has torn during use:
Let us know when you first noticed it and how the parasol has been used. If it's torn at a stress point like a seam or rib attachment within the first few months, this may indicate a manufacturing issue. If it's been left out in strong winds unsupported, that's worth mentioning too — it helps us give you an honest assessment.
If the colour has faded noticeably:
Some fading is expected over time with UV exposure, and canopies can fade more quickly during periods of extreme heat — this is a natural characteristic of outdoor fabrics and is not a manufacturing fault. If your parasol has faded significantly under normal weather conditions within the first season of use, get in touch with a photo and we'll take a look.
The base is missing or damaged
The base is just as important as the parasol itself — without it working properly, the whole thing is unsafe to use.
⚠️ Important: If your base is cracked or structurally damaged, please do not use the parasol until we've sent a replacement. A compromised base can cause the parasol to tip over in wind, which is a safety risk.
⚠️ If your parasol falls over: It is your responsibility to inspect it carefully before using it again. Check the pole, canopy, ribs, and base for any damage. If you're not sure whether it's safe to use, do not use it until you've fully assessed it. Damage caused by a fall is not covered under warranty.
If the base was missing from the delivery:
First check your order confirmation to make sure the base was included in what you purchased — some parasols are sold separately from their bases. If it was included and it's not there, contact us straight away on 0330 808 1744 or use Live Chat and we'll arrange an urgent dispatch.
If the base arrived cracked or broken:
Please photograph the damage clearly and submit our Fault Report Form. We'll get a replacement base sent out to you as quickly as possible.
Is my parasol covered under warranty?
Our parasols are covered against manufacturing defects. If something has failed because of how it was made — not because of how it's been used — we want to know about it and we'll put it right.
All parasols — including LED models — come with a 12-month warranty from the date of delivery.
Our warranty does not cover:
- Damage caused by wind, storms, or extreme weather
- Fading or wear consistent with normal use over time
- Fading caused by extreme heat — this is a natural characteristic of outdoor fabrics
- Accidental damage or damage caused by misuse
- Damage caused by the parasol falling over
💬 Not sure if you're covered? Please get in touch anyway. We'll always be honest with you about where things stand.
📋 Please note: Within 30 days of delivery you have the right to return a faulty item for a full refund. After 30 days, we'll look to repair or replace first — see our Returns & Refunds Policy for full details.
How we'll resolve it:
- Replacement parts first — the quickest way to get your parasol working again, at no cost to you.
- Replacement item — if a part replacement won't fix it, we'll arrange collection of the faulty item and delivery of a replacement.
- Refund — if neither option is suitable, we'll discuss a refund with you. See our Returns & Refunds Policy or Request a Return.
To make a warranty claim, please use our Fault Report Form with photographs and a description of the issue. We'll assess it and come back to you promptly.
✅ No fees for our mistakes: If the problem is caused by our damage or a manufacturing fault, we will not charge you a redelivery or collection fee. You won't be out of pocket because of something that was our responsibility.
🕐 Fault developed after delivery? The 24-hour reporting window applies to damage and missing items found at the point of delivery. If a fault develops later and your parasol is within its 12-month warranty, please use our Fault Report Form — you're still covered. Don't let the 24-hour window put you off getting in touch.
The lights on my parasol aren't working
If the lights on your parasol have stopped working or aren't responding, there are a few simple things to check before getting in touch. Most lighting issues turn out to be straightforward to fix.
If you have Solar Powered Lights — check the solar battery pack first:
Some LED parasols are powered by a solar charging battery pack. Before anything else, check that the battery pack has sufficient charge. Place the parasol in direct sunlight for a few hours and try the lights again. If the battery hasn't been charged for a while, this is the most likely reason the lights aren't working — and it's easily resolved without any replacement parts.
Check the remote first:
- Point the remote directly at the parasol receiver and press the power button. If there's no response at all, the remote batteries are the most likely cause.
- Check whether there is a small LED indicator on the remote when you press a button. If there's no light at all, the batteries need replacing.
- Make sure there are no obstructions between the remote and the receiver on the parasol, and that you're within a reasonable range.
Replacing the batteries:
If the remote needs new batteries, we recommend 18650 3.7V lithium batteries. These are widely available online and in most electronics retailers. Make sure you fit them the correct way round — the positive end (+) should face the spring contact.
▶ Watch: How to replace your remote batteries
Our step-by-step video guide walks you through replacing the batteries in your Hera Parasol remote.
Can't see the video? Watch it on Vimeo here.
💡 Still not working? If you've replaced the batteries and the lights still aren't responding, the issue may be with the receiver or the lighting unit itself. Please use our Fault Report Form with a short description of what's happening and we'll take it from there.
Tips for keeping your parasol in great shape
🌧️ Are parasols waterproof? Our parasols are showerproof rather than fully waterproof — they'll handle a light shower comfortably, but they are not designed for use in heavy rain or severe weather. Please retract your parasol during storms or strong winds, and always allow it to dry completely before covering or storing it.
A little care goes a long way. Here are some things worth knowing:
- Store your parasol in a cool, dry area when not in use. For winter months or extended periods, bring it indoors if possible — if storing outside, use a good quality cover. Leaving it exposed without protection will accelerate fading of the fabric and deterioration of the frame.
- Always close your parasol when it's not in use or when the weather turns — even a moderate gust can cause damage to an open canopy. Retract it during storms and let it dry completely before covering it.
- To best prevent stains and protect the canopy against the elements, we recommend our Golden Care Fabrics & Upholstery Care Kit. Alternatively, clean the fabric with mild soap and water and remove dust with a soft brush.
- Wipe metal parts with a damp cloth and ensure all screws are tightened regularly. Loose screws can cause wobbling and put stress on the frame over time.
- Give the crank mechanism a spray of silicone lubricant at the start of each season. It keeps things moving smoothly and prevents stiffness building up over winter.
- Check the base fill level regularly if you have a water-filled base — an under-filled base won't provide enough stability, especially in wind.
- If your parasol has a tilt function, don't force it — find the release point gently. Forcing it can crack the tilt collar over time.
- Avoid abrasive cleaners on all surfaces — a mild soapy solution and a soft cloth is all you need for metal and wooden parts alike.