Returns & Refunds
We want you to be happy with your purchase. If something is not right, we will sort it out.
Your Right to Cancel (14 Days)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason.
To cancel, contact us within 14 days of delivery:
- Email: info@flyscreenqueen.co.uk
- Phone: 07743 742738
You then have a further 14 days to return the goods. You are responsible for the cost of return postage unless the item is faulty or incorrectly described.
Condition of Returned Goods
Returned items must be unused, in their original packaging, and in a resaleable condition. We reserve the right to deduct from your refund if the value of the goods has been reduced by handling beyond what is necessary to inspect them.
Refunds
Once we receive your return and confirm it is in acceptable condition, we will process your refund within 14 days. Refunds are issued to the original payment method.
We will refund the cost of the goods and the original standard delivery charge (if applicable). We do not refund the cost of return postage unless the item is faulty.
Faulty or Incorrect Items
If you receive a faulty, damaged, or incorrectly described item, please contact us as soon as possible with photos. We will arrange a replacement or full refund, including return postage costs, at no charge to you.
Bespoke and Custom Orders
Items that have been cut to a specific size, or otherwise customised to your requirements, cannot be returned unless they are faulty. This includes mesh material cut to custom lengths.
Special Offers and Clearance Items
Special offer and second-quality items are sold as-seen and are non-returnable unless faulty.
Product Photos
Photos on product pages are for illustration. The flyscreen itself (frame, mesh, fixings) will match the size and colour variant you order. The doorways, rooms and gardens shown are examples to help you picture how the product fits into a home. Yours will fit your opening, not the one in the photo. If the appearance matters to you, email a photo of your doorway to info@flyscreenqueen.co.uk and we'll confirm before you order.
How to Return
- Contact us first - email info@flyscreenqueen.co.uk with your order number and reason for return.
- We will confirm the return address and any relevant instructions.
- Pack the item securely and send it via a tracked service.
- Keep your proof of postage until the refund has been processed.