Returns and faults

Your rights under the Consumer Guarantees Act

If you are buying as a consumer, the Consumer Guarantees Act 1993 applies to everything we sell, and nothing on this page limits it. Your screens must be of acceptable quality, fit for their normal purpose, match how we described them, and be free from defects.

If a screen fails to meet those guarantees we will put it right. Where the fault is minor we will repair or replace it. Where the fault is substantial, the choice is yours: a replacement, or a refund. If a fault causes other loss that was reasonably foreseeable, you can claim for that too.

These rights cannot be contracted out of, and we are not trying to. If you are buying for a business and the goods are of a kind ordinarily acquired for business use, the Act may not apply.

Change of mind on made-to-measure screens

Each screen is cut and assembled to the exact width and height you supply. It cannot be resold or used on another window, so we cannot accept a return simply because you have changed your mind, or because the size you gave us turned out to be wrong.

The Consumer Guarantees Act does not give a change-of-mind right, and neither do we on made-to-measure goods. This is not a limit on the rights above: a faulty screen is still a faulty screen, whatever size it is.

Measurements are yours, and we try hard to make that fair

You supply the sizes and we build to them, so a mismeasured screen is not something we can take back. Because that sits with you, the measuring instructions are part of the product: the fitting guide covers how much to add, when to add less, what changes if you fit an angle, and when a magnetic screen will not fit an opening at all.

If you are not sure, ask before you order. We would far rather answer a question than build the wrong screen, and we do not charge for that.

We carry our own errors

If we build to the wrong size, send the wrong colour or mesh, or the screen is faulty, that is ours. We will remake it or refund it, and we pay the freight both ways. You do not need to argue the point.

Damage in transit

Please check your delivery when it arrives. If something is damaged, tell us within 7 days and send a photograph of the damage and the packaging. That lets us claim against the carrier and get a replacement moving straight away. Reporting later does not remove your rights under the Act, but it makes the carrier claim much harder, so please do it promptly.

How to raise something

Use the enquiry form with your order number and a photograph if there is something to see. We will come back to you with what happens next.