--- title: "Support And Services For Outdoor Shading Products In Dubai" description: "Support and service for all our products we have supplied. Raise service calls, learn how to fix issues with products." url: https://theshadingcompany.ae/support/ --- # Support ### Help with something we supplied Support and service for the umbrellas, awnings, pergolas, blinds and shade sails we supply and install. Find your answer below, or send us a message and our service team will help, whether it's a remote that won't pair, a canopy that needs cleaning or a warranty claim. All products sold by The Shading Company (The Shading Umbrella Trading Co LLC) are warranted for a minimum of one year against manufacturing defects (longer where the manufacturer gives more, or where agreed in writing). Our liability is limited to repair or replacement at our discretion. Before you contact us - Your **invoice or order number** - The **product and model** (e.g. Fortano umbrella, Arond awning) - **Photos or a short video** of the problem - Your **location** (area and emirate) [WhatsApp our service team](https://wa.me/97143797844?text=Hello%2C%20I%27m%20interested%20in%20your%20project%20(ref%3A%20%2Fsupport%2F)) ### Customer questions [Answers to questions customers asked us.](https://theshadingcompany.ae/what-our-customers-asked/) ## Warranty Every product carries the manufacturer's warranty, and we handle the claim for you: you don't need to contact the manufacturer. | Brand | Products | Warranty | | --- | --- | --- | | The Shading Company | Everything we supply and install | Minimum 1 year, manufacturing defects | | Glatz | Umbrellas | 2 years | | Llaza | Awnings and pergolas | 2 years from installation; 3 years against corrosion on coated parts | | Somfy | Motors, remotes and sensors | 5 years | | FIM | Umbrellas | 2 years (home and commercial use) | | Scolaro | Umbrellas | 2 years; 1 year on opening mechanisms; 5 years on acrylic fabrics | | Recasens | Awning and umbrella fabric | 12 years ([terms](https://theshadingcompany.ae/wp-content/uploads/2023/08/Recasens-Reacril-Warranty-from-april-20th-2022.pdf) ) | | Sauleda | Awning and umbrella fabric | 10 years ([terms](https://theshadingcompany.ae/wp-content/uploads/2023/08/Warranty-solar-pro-en.pdf) ) | ### How to make a warranty claim 1. **Send us** your invoice or order number, with photos or a video of the problem, on WhatsApp or by email. 2. **We assess it**, often remotely from the photos, or with a visit by our technicians. 3. **We repair or replace** the faulty part through the manufacturer, and let you know the timing. ### What warranties don't cover - Damage from wind, storms or lightning, or from leaving a shade open in bad weather - Wear and tear, scratches, abrasion, cuts or burns in the fabric - Damage from misuse, lack of maintenance or incorrect installation by others - Repairs or changes made by anyone other than us or the manufacturer Glatz umbrellas: warranty details All Glatz retailers are covered by a statutory warranty of 24 months from Glatz AG for the Glatz products they sell. The warranty covers manufacturing defects in the product. See the Glatz warranty [here](https://www.glatz.ch/en/how-long-does-the-warranty-on-my-glatz-product-last) . Llaza awnings: warranty details Llaza World S.A. guarantees all its articles for two years from the date of installation or 30 months from the printed manufacturing date. Coated articles have a 3 year warranty against corrosion. See the Llaza warranty [here](https://www.llaza.com/en/the-company/quality-assurance/) . Somfy motors and controls: warranty details Somfy warrants its motors and controls to be free from defects in material and workmanship under normal and proper use for 5 years from the date stamped on each product. If a Somfy product fails within this period, it is repaired or replaced free of charge through us. View the Somfy warranty [here](https://www.somfysystems.com/en-us/support/faq?question=what-s-somfy-s-warranty-and-how-do-i-determine-if-my-products-are-still-under-warranty) . FIM umbrellas: warranty details FIM S.r.l. warrants the product to be free from manufacturing defects in materials or workmanship for 2 years from the date of purchase, for private use and for professional use (bars, restaurants, hotels and other public or contract use), when used as described in the manufacturer's instructions, including reasonable and necessary maintenance. The product must be assembled and installed following the instructions and used only in safe conditions: no wind, favourable weather, no rain or lightning. In case of lightning, take the umbrella out of its support and store it. Not following the assembly, maintenance and care instructions, or any use other than shade from the sun, may invalidate the warranty. For confirmed manufacturing defects, FIM repairs or replaces the defective part free of charge during the warranty period. Claims are made through the FIM dealer where the product was bought (us). **Exclusions:** incidental or consequential damage; damage from improper installation, adverse weather, wind, misuse, neglect, lack of maintenance or unauthorised attachments; damage from external force (e.g. broken or bent ribs, scratched finish, punctures, abrasions or burn holes in the fabric). The warranty is void if the product is serviced by anyone other than a FIM dealer or FIM S.r.l. Scolaro umbrellas: warranty details Scolaro products are guaranteed for 2 years against structural faults not caused by improper use or lack of maintenance, and against invasive corrosion not caused by scratches or abrasion and not removable by normal cleaning. The warranty is limited to one year for the opening mechanisms. To claim, show the faulty item or send photos, with the invoice or receipt. The warranty covers spare parts or replacement of the product if necessary; it does not include on-site repair or compensation for not being able to use the product. Scolaro's acrylic fabrics are guaranteed for five years of normal exposure to sun and weather. Damage from mechanical action, malicious acts and acts of God (e.g. cuts and abrasion) is not covered. ## Wind and weather Umbrellas and awnings are made for shade, not storms. **Close them when the wind picks up, before rain or a dust storm, and whenever you leave them unattended.** Wind damage isn't covered by warranty. ### Umbrellas Glatz tests its umbrellas in a wind tunnel. The video shows how they behave in wind. [![Glatz - Wind-Tunnel 2022](https://i.ytimg.com/vi/d0w867ZOlq4/hqdefault.jpg)](https://www.youtube.com/watch?v=d0w867ZOlq4) ### Awnings Llaza gives every awning a wind class, depending on its width and projection. See the [wind speed guide (PDF)](https://theshadingcompany.ae/wp-content/uploads/2023/08/Awning-projection-and-width-and-Wind-Speed-classes.pdf) . A Somfy **Eolis wind sensor** closes a motorised awning automatically when the wind shakes it. Read [how the Eolis sensor works](https://theshadingcompany.ae/how-the-somfy-eolis-sensor-works-with-your-awning/) and what it can and can't do. ## UV protection With its "UV Protection" test label, Glatz guarantees UV protection of more than 98 percent for all its umbrella fabric covers in fabric classes 2, 4 and 5. Under the Australian standard used by the Australian Radiation Protection and Nuclear Safety Agency, all Glatz fabric covers are rated **UPF 50+**, the highest rating. [More on Glatz UV protection](https://www.glatz.ch/en/products/colors-and-fabrics/uv-protection) . ## Motors and remotes ### Awning or blind not responding? Before calling us, try these: - **Check the remote's battery**: a weak battery is the most common cause. - **Check the power**: the motor's isolator switch and circuit breaker should be on. - **Wait after wind**: with an Eolis wind sensor, the awning may stay closed for a while after strong wind. That's normal. - **Try another remote or the app**: if one works, the problem is the remote, not the motor. Still not working? [WhatsApp us](https://wa.me/97143797844?text=Hello%2C%20I%27m%20interested%20in%20your%20project%20(ref%3A%20%2Fsupport%2F)) with a short video. ### Control your shade from your phone Somfy's **TaHoma Switch** (Wi-Fi) and **Connexoon** let you open and close awnings and blinds from an app, on a schedule or with voice assistants. We supply and set them up. The steps below are for setting one up yourself. TaHoma Switch: set up app control 1. Plug in the TaHoma Switch within Wi-Fi range of your router and of the motor (within about 20 metres of the motor). 2. Download the TaHoma by Somfy app: [Google Play](https://play.google.com/store/apps/details?id=com.somfy.homeapp&hl=en&gl=US) or [App Store](https://apps.apple.com/gb/app/tahoma-by-somfy/id1463391677) . 3. Follow the on-screen steps to pair the app with the TaHoma Switch. This involves creating a Somfy account. 4. In the app's menu, add equipment and select the awning or shade you want to add. 5. Have the shade's remote control ready. 6. When asked, press the PROG button on the back of the remote for about 3 seconds. When the motor jogs, click Add. 7. The shade is now connected to the app. Follow the on-screen instructions if anything doesn't work. Connexoon: set up app control 1. Plug in the Connexoon box and connect its ethernet cable to a free port on your router. 2. Download the Connexoon app: [Google Play](https://play.google.com/store/apps/details?id=com.somfy.connexoon.rts.window&hl=en&gl=US) or [App Store](https://apps.apple.com/au/app/connexoon-window-rts/id1168009218) . 3. Follow the on-screen steps to pair the app with the Connexoon. This involves creating an account. 4. Go to Menu > Configuration > Add. Select RTS device, then Roller Shutter. 5. Test the shade with its normal RTS remote when asked. 6. Press the PROG button on the back of the remote for about 3 seconds. When the motor jogs, click Add. 7. The shade is now connected to the app. Eolis wind sensor: how it works The Eolis sensor closes the awning when the wind makes it vibrate. Our article explains [how the Eolis sensor works](https://theshadingcompany.ae/how-the-somfy-eolis-sensor-works-with-your-awning/) , including what it can and can't do. ## Care and cleaning ### Awning fabric Brush off dust regularly, and clean stains with lukewarm water, a mild soap and a soft brush. Rinse well and let the fabric dry fully before closing the awning. The video shows how. [![Awning Canopy Cleaning](https://i.ytimg.com/vi/8BzsIuqxo_s/hqdefault.jpg)](https://www.youtube.com/watch?v=8BzsIuqxo_s) ### Umbrella canopies From the Glatz notes on care: - Never leave damp or wet fabric rolled up or folded for long. - Remove fallen leaves and bird or insect droppings straight away. - Brush off dirt with a soft, clean, dry brush. - Treat stains with hand-hot water, a soft brush and a little detergent. Rinse well with clean water, let it dry, then apply a weather-proofing spray. - Don't use aggressive detergents. - When opening and closing, keep the fabric clear of walls and the frame. - Close the umbrella properly, with the fabric panels folded outwards. Don't let it flap in the wind. [Glatz care sheet (PDF)](https://theshadingcompany.ae/wp-content/uploads/2023/08/Notes-on-Care_Englisch.pdf) ## Umbrella fixes Sunflex umbrella: canopy closes by itself when opened This is usually fixed by opening the umbrella in the right direction. Close the umbrella, then open it in the direction shown on the winder (clockwise). Once it's open, close it (anticlockwise). Repeat this twice more. ![Sunflex winder: open clockwise](https://theshadingcompany.ae/wp-content/uploads/2023/08/Sunflex-winder-open-direction.webp) ## Canopies and fabrics We make awning, blind and umbrella canopies in our Al Quoz workshop from acrylic solution-dyed fabric (Sauleda and Recasens, with 10 and 12 year fabric warranties). Two things are normal with this fabric: - **Fold marks:** where the fabric has been folded, light colours can show darker lines when held against the light. They don't affect the fabric and aren't a defect. - **Chalking:** light stripes that form in production. They can't be avoided and appear on all acrylic solution-dyed canopies. You can see examples in our showroom. See also our [custom made canopies](https://theshadingcompany.ae/custom-made-canopies/) and [outdoor fabrics](https://theshadingcompany.ae/outdoor-fabrics/) . ![Fold marks on a canopy](https://theshadingcompany.ae/wp-content/uploads/2025/04/Fold-Marks-on-Canopy.jpeg) ### Still need help? Send us your order number and a photo or video. Our service team replies during working hours, Monday to Saturday. [WhatsApp us](https://wa.me/97143797844?text=Hello%2C%20I%27m%20interested%20in%20your%20project%20(ref%3A%20%2Fsupport%2F)) ## Get a quote for your project Tell us about your space and we'll recommend the right shade, with a price and installation date. [WhatsApp us](https://wa.me/97143797844?text=Hello%2C%20I%27m%20interested%20in%20your%20project%20(ref%3A%20%2Fsupport%2F)) [Call 04 379 7844](tel:+97143797844) [Send an enquiry](https://theshadingcompany.ae/contactus/#enquiry)