Refunds and returns

Please contact us before sending an item back.

Cancelling an online order

Email theteam@flyscreendoor.co.uk as soon as possible if you want to cancel. For most stock goods bought online, UK consumers may tell us they are cancelling within 14 days after delivery and then have another 14 days to return the goods. You do not need to give a reason.

Our 30-day returns policy

We also accept eligible stock products returned within 30 days of purchase. Products must be unused beyond the handling reasonably needed to inspect them, in the condition received and with their original packaging where possible. Please include proof of purchase.

You pay the direct return postage for a change-of-mind return. We refund the standard outbound delivery charge where UK distance-selling law requires it; an upgraded delivery charge is refunded only up to the standard-delivery amount. Contact us for the correct return address because the administration office is not a returns depot.

Custom-sized goods

Goods made to your measurements are excluded from change-of-mind cancellation and returns. This does not affect your rights if a custom item is faulty, damaged or not as described.

Refund processing

We issue an approved refund to the original payment method without undue delay and within 14 days after we receive the returned goods or evidence that they have been sent back, as applicable. Your payment provider may take additional time to show the credit.

Faulty, damaged or incorrect goods

Contact us with your order number and a description of the problem. We will arrange an appropriate remedy and any necessary return at our cost. Nothing in this policy limits your statutory rights for faulty, damaged or misdescribed goods.