Refunds & Returns

Last updated: August 2026

Our 30-day change-of-mind policy

If you change your mind, you have 30 days from the day your order arrives to tell us. The screen has to come back unused and in the condition you received it, 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.

This is our own policy rather than something the law requires of us, and it is deliberately more generous than the statutory position in Canada. Unrolling a screen and offering it up to the window to check the size is fine. Cutting the frame or the mesh is not, because it cannot then be resold.

Your rights under Canadian law

There is no general cooling-off period for buying goods online in Canada, which surprises people who have shopped in the UK or the EU. What provincial law does give you are specific rights when something has gone wrong with the sale itself.

Under the consumer protection legislation in your province, including Ontario's Consumer Protection Act, 2023, British Columbia's Business Practices and Consumer Protection Act, Alberta's Consumer Protection Act and Quebec's Consumer Protection Act, you can generally cancel an online purchase and get your money back if we failed to give you the information the law requires before you ordered, if we did not send you a copy of the agreement, or if we do not deliver within 30 days of the delivery date we gave you. The exact wording and the time limits differ from province to province.

These rights sit alongside the 30-day policy above. Neither one takes anything away from the other, and nothing on this page limits a right you have by law.

Screens made to your measurements

A screen cut to measurements you give us, for example through our quote service, is made for your window and cannot be sold to anyone else. Those are outside the 30-day change-of-mind policy once we have started making them, and we say so on the quote form so that you know before you order.

That is a different thing from a standard size you cut down yourself at home. Standard sizes keep the full 30 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 over defects.

If something is faulty

If your order arrives faulty, damaged or not as described, contact us and we will put it right at no cost to you, by replacing it or refunding it. We pay the return shipping on faulty goods.

Goods sold to you must be of merchantable quality, match their description and be fit for the purpose you bought them for. Those are implied conditions under the Sale of Goods Act in your province, and under articles 1726 and 1729 of the Civil Code of Quebec if you are in Quebec. We do not ask you to give any of that up.

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 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 then shows on your statement, which is usually a few working days.

If we cannot agree

We would much rather settle a problem with you directly, so please contact us first. If we cannot resolve it, the consumer affairs office in your province can help: Consumer Protection Ontario, Consumer Protection BC, Alberta's Consumer Investigations Unit, and the Office de la protection du consommateur in Quebec all take complaints about online sellers. The federal Competition Bureau handles complaints about misleading advertising.