Refunds & Returns

Last updated 1 September 2026. This policy sets out your rights as a consumer buying from us in the United Kingdom.

Your 14-day right to cancel

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days from the day your order is delivered to cancel it, for any reason at all. You do not have to tell us why, and there is no fee for cancelling inside those 14 days.

To cancel, email theteam@customersupport.care with your order number before the 14 days are up. You then have a further 14 days to send the goods back to us.

We refund the price you paid, including the standard delivery charge, within 14 days of the goods reaching us or of you showing us they are on their way. Goods must come back in a resaleable condition. You pay the cost of sending them back unless the item is faulty or we agree otherwise.

Our own fifteenth day

We give you one day more than the law requires. On day 15, and on day 15 only, you can still return an item you have simply changed your mind about, and a non-refundable £29 handling fee is deducted from the refund. That fee covers packing and handling and it never applies inside the statutory 14 days.

Every item here carries the full right

Some shops carve out an exception for goods cut or made to a customer's own measurement, which lose the change-of-mind right. Nothing we sell falls into that category. Every screen, curtain door, swatter and accessory on this site is a standard stock size picked off a shelf, so the full statutory right applies to all of it.

We would still rather you ordered the right size first time. If you are not sure which width covers your door frame, or whether a mesh screen or a curtain door suits the doorway better, email theteam@customersupport.care before you order and we will help you work it out.

Faulty, damaged or incorrect items

This part applies to everything we sell and nothing above affects it.

Under the Consumer Rights Act 2015 goods must match their description, be of satisfactory quality and be fit for purpose. If yours are not, you are entitled to a repair, a replacement or a refund, we pay the cost of returning the item, and no handling fee applies. Tell us within 30 days of delivery and you have the short-term right to reject the goods for a full refund.

Damaged in transit

If a parcel arrives damaged, email us your order number and a photograph of the packaging and the item. We will arrange a replacement or a refund and we cover the return postage. Photographs help us take it up with the courier, so they speed things along, but they are not a condition of your rights.

How to return something

Email theteam@customersupport.care with your order number and a short note about what you would like to do. We will reply with the return address and confirm who pays the postage in your case. Please contact us before sending anything back, so it reaches the right place and is credited to your order.

We process refunds within 24 to 48 hours of the returned goods arriving. Payment providers usually take a few more working days to show the money back on your statement.

Cancelling before dispatch

Any order can be cancelled before it is dispatched. Most orders ship within 24 hours, so email us as soon as you can and we will tell you whether yours has already left the warehouse.

If something goes wrong

If you are not happy with how we have handled a return, email theteam@customersupport.care and ask for it to be escalated. Your statutory rights are not affected by anything on this page.