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Hi @Amy6,
Welcome to the Bunnings Workshop community, it is wonderful to have you with us.
Just to clarify and ensure we are on the same page, I assume you are referring to either the Mimosa 3.5m Andaman Anodized Cantilever Umbrella or the Mimosa 3.5m Charcoal Andaman Cantilever Umbrella, which are the same design in different colours. If this is incorrect, please let me know.
To move the umbrella up and down, you pull the lever on the handle and shift it up and down a channel on the back of the main pole. Inside this channel on the main pole there should be a series of holes.
If you check the channel, is there anything blocking these holes?
If it is functioning as designed, pulling the lever should retract a pin, allowing the mechanism to slide up and down this channel without engaging the holes. Releasing it should make the pin catch these holes, which will lock the mechanism in place.
If you release the lever and move the umbrella up and down at the location of these holes, do you feel or hear it lock into place anywhere along this channel? Or is it just at the location where it is fully extended?
If you test the mechanism by releasing the lever and sliding it up and down, then inspect the holes for blockages and find nothing, then there could be an issue with the locking mechanism, in which case you should return the product with your receipt for a replacement under warranty.
Let me know what you find, and if you require further assistance, please let me know.
Jacob
