Refunds & Returns

Last updated: September 2026

Your right to change your mind

You have a legal right to change your mind. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have 14 days from the day your order arrives to cancel it, for any reason at all, and you do not have to give us one.

Tell us within those 14 days, then send the screen back within 14 days of telling us. We refund what you paid for the goods and the basic delivery charge you paid to receive them, within 14 days of getting the screen back. If you chose express delivery, we refund the standard rate rather than the express one.

You pay the cost of sending it back. We can reduce a refund if the screen has been handled more than you would have been able to handle it in a shop, so unrolling it and offering it up to the window is fine, and cutting the mesh or the strip is not.

Our 30-day policy on top

We give you longer than the law asks. You have 30 days from the day your order arrives to change your mind on an uncut, unused screen in its original packaging. That is our own policy and it sits on top of the 14-day statutory right rather than replacing it. Nothing on this page takes away a right you have by law.

There is no charge for cancelling and no handling fee. We refund to the card or PayPal account you paid with.

If something is faulty

Under the Consumer Rights Act 2015 the screen has to be of satisfactory quality, match how we described it and be fit for what you bought it for. If it is not, you have a short-term right to reject it within 30 days of delivery and get your money back in full.

After that we will repair or replace it, and if that does not fix it you can ask for a price reduction or reject it. We pay the return postage on anything faulty, damaged or not as described. Contact us and we will put it right.

Cutting the screen

Every kit is supplied oversize on purpose and you cut it down to your own window at home. We do not cut anything to your measurements, so nothing we sell is made to your specification and the full cancellation right applies to all of it.

Once you have cut the mesh or the strips they cannot be resold, which is why an uncut screen is the condition for changing your mind. A screen that turns out to be faulty is a different matter and is covered whether it has been cut or not.

How to start a return

Email theteam@customersupport.care with your order number and tell us whether you are cancelling or reporting a fault. We reply with the return address and the next step. Please do not send anything back before you hear from us, so your parcel does not go astray.

Refund timing

We refund within 14 days of receiving the goods back, to the same payment method you used. Your bank or card issuer decides how quickly it shows on your statement, which is usually a few working days.

If we cannot agree

Please contact us first, because most things are quicker to sort out directly. If we cannot resolve it, the Citizens Advice consumer service can advise you and can pass the complaint to Trading Standards. The Competition and Markets Authority deals with misleading advertising.