Refunds & Returns

Last updated 21 October 2026. This policy is reviewed periodically; if anything here is unclear, ask us before you order.

Your right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you can cancel an online order within 14 days of the day it is delivered, for any reason, and you do not have to tell us why.

Tell us within those 14 days, then send the goods back within 14 days of telling us. We refund what you paid for the goods and the standard delivery charge, within 14 days of getting the goods back or of you showing us proof that you have sent them. If you chose express delivery, we refund the standard rate rather than the express one.

Our 15 days on top

Our own policy gives you a little longer: 15 days from the day your order is delivered to return a stock item for a refund or an exchange. The item needs to be unused, in its original packaging, and sent with your order confirmation or another proof of purchase from this website. This sits alongside your legal right to cancel and does not replace it.

For a change of mind, you pay the cost of sending the item back to the warehouse it came from. There is no handling fee and no cancellation fee. We can reduce a refund if an item has been handled more than you would need to handle it in a shop, so unrolling a screen to check the size is fine, and cutting the frame or the mesh is not.

Custom sized screens

Screens we make to your own measurements through a custom quote are made to your specification, so they cannot be returned for a change of mind. They are still covered in full if they are faulty, damaged or not what you ordered.

Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015 your goods must be of satisfactory quality, fit for purpose and as described. If something arrives faulty, damaged, with parts missing, or is not what you ordered, email us straight away and we will put it right. You have a short-term right to reject faulty goods for a full refund within 30 days of delivery. After that we will repair or replace the item, and if that does not fix it you can ask for a price reduction or a refund. We pay the return postage on anything faulty, damaged or incorrect.

Order not received

If your order has not arrived within the delivery time on our Shipping page, email us with your order number and we will chase it with the courier and sort it out.

Cancelling before dispatch

You can cancel any order before it is dispatched, at no charge. Most orders leave within 2 working days, so email us as soon as you can and we will tell you where it has got to.

How to start a return

Email theteam@magneticflyscreen.co.uk with your order number and tell us whether you are cancelling, exchanging 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. We cannot accept returns of items bought from other retailers.

Refunds

We process a refund within 24 to 48 hours of receiving the returned item, and always within 14 days. It goes back to the card or PayPal account you paid with, or we can hold it as credit for a future order if you ask. Your bank or card issuer decides how quickly it shows on your statement, which is usually a few working days.

If we cannot agree

Please contact us first, because most things are quicker to sort out directly. See our complaints handling policy. If we still cannot resolve it, the Citizens Advice consumer service can advise you and can refer the matter to Trading Standards. Nothing on this page affects your statutory rights.