Refunds & Returns
Last updated 15 September 2026. This policy is reviewed periodically; if anything here is unclear, ask us before you order.
Thank you for shopping on our website. If you are not completely happy with your purchase, we are here to help.
Your rights under provincial law
Consumer protection in Canada is set by each province and territory. The consumer protection law of the province or territory where you live applies to your purchase. Nothing on this page limits any right under that law that cannot be given up, and if this page and that law differ, the law wins.
Damaged, incorrect or missing orders
- Damaged items or missing parts. If you receive a damaged product, or one with parts missing, please tell us straight away.
- Incorrect item sent. If you receive a product that is different from what you ordered, please tell us straight away.
- Order not received. If your order does not arrive, please tell us straight away.
Email theteam@flyscreendoor.shop with your order number. We may ask for photographs of the item and the packaging. We cover the return postage and put it right with a replacement or a refund.
Faulty or not as described
If something we sent you is faulty, or not as we described it, tell us. We cover the return postage and put it right.
Changing your mind
A change of mind return is our own policy. You can return a product within 15 days of the original purchase for an exchange or a refund, as long as:
- You bought it within the last 15 days.
- It is in its original packaging.
- You have the receipt, order confirmation or other proof of purchase from this website.
These rules apply if you are returning a product for one of these reasons:
- You found a better price
- You changed your mind
- It does not fit
- You no longer need it
- You ordered the wrong item
You send it back at your own cost to the warehouse your package was sent from. Your refund does not include the original shipping charge, and nothing else is deducted from it.
We cannot accept returns of purchases made from third-party retailers. A product that does not meet the conditions above cannot be accepted as a change of mind return. This does not affect what we do for damaged, incorrect, missing or faulty orders.
Cancelling an order
All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, contact us within 12 hours, because orders are handled within 24 to 48 hours of ordering.
Cancelling an order before it ships costs you nothing.
Once the packing and shipping process has started, the order can no longer be cancelled. Please use the returns policy above instead.
If we cancel your order ourselves, for example because an item is unavailable, you get a full refund.
How refunds are paid
Your refund is processed 24 to 48 hours after we receive the returned item. It goes back to the way you paid, your card or your PayPal account, or we can hold it as store credit for a future order if you ask. Payment providers usually take a few more working days to show the money on your statement.
How to start a return
Email theteam@flyscreendoor.shop with your order number and a short note about what you would like to do. Please contact us before sending anything back, so we can confirm the warehouse address; our administration address is not a returns address.
Customer support is available 24/7 by email, and we do our very best to respond to support emails within 24 hours.
If something goes wrong
If you are unhappy with how we have handled a return, see our complaints handling policy. If we still cannot agree, you can contact the consumer protection office of your province or territory, or take a claim to its small claims court.