Refunds & Returns

Last updated: October 2026

Our 15-day change-of-mind policy

If you change your mind, you have 15 days from the day your order arrives to tell us. The item has to come back unused, in the condition you received it and in its original packaging, and you pay the cost of sending it back. When we have it, we refund what you paid for the goods to the card or PayPal account you used, or hold it as credit for a future order if you would rather.

This is our own policy rather than something the law requires. Unrolling a screen and holding it up to the window to check the size is fine. Cutting the frame or the mesh is not, because it cannot then be sold again.

Cancelling an order

You can cancel any order before it is dispatched, and we refund it in full. Email us as soon as you can with your order number, because orders usually leave within 2 working days. Once an order has been dispatched it can no longer be cancelled, but the change-of-mind policy above still applies when it arrives.

Your rights under New Zealand law

New Zealand has no general cooling-off period for things bought online, so the change-of-mind policy above is a promise of ours rather than a legal right. Your legal rights are about the goods themselves, and they apply whatever our own policy says.

Under the Consumer Guarantees Act 1993, goods we sell you must be of acceptable quality, fit for any particular purpose you told us about, and match their description. If they are not, you are entitled to a remedy. For a problem that can be put right, we repair it, replace the item or refund you. If the problem is serious, you can reject the goods and choose a refund or a replacement. These rights cannot be taken away by any term on this site.

Screens made to your measurements

A screen made to measurements you give us, for example through our quote service, is made for your window and cannot be sold to anyone else. Once we have started making it, it is outside the change-of-mind policy, and we say so on the quote form so you know before you order.

That is different from a standard size you cut down yourself at home. Standard sizes keep the full 15 days until you cut them.

If anything is wrong with a made-to-measure item, contact us. Faulty or incorrect goods are always put right, and this exclusion does not touch your rights under the Consumer Guarantees Act.

If something is faulty, damaged or missing

If your order arrives faulty, damaged or not as described, or something is missing, tell us straight away and we will put it right at no cost to you, by replacing it or refunding it. We pay the return postage on faulty goods. If a parcel never arrives, let us know and we will chase it and replace or refund it.

How to start a return

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

Refund timing

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

If we cannot agree

We would much rather sort out a problem with you directly, so please contact us first. If we cannot resolve it, you can take a claim to the Disputes Tribunal, and the Commerce Commission deals with complaints about misleading conduct under the Fair Trading Act 1986. Consumer Protection (consumerprotection.govt.nz) explains your options.