Refunds and returns

Fifteen days to change your mind, and what happens if something is faulty.

Customer support

Email theteam@flyscreendoor.co.nz and we will do our best to answer within 24 hours.

Cancelling an order

An order can be cancelled at any time before it ships. Most orders ship within 24 hours, so if you need to change or cancel one, contact us within 12 hours.

A 12.5% service and processing fee applies to all cancellations. Once packing and shipping have started an order can no longer be cancelled, and the returns policy below applies instead.

Returns

You can return a product within 15 days of buying it, for an exchange or a refund. Custom sized screens cannot be returned.

If you are returning an item because you found a better price, changed your mind, it does not fit, you no longer need it or you ordered the wrong one, then a non-refundable $29 per order packing and handling charge applies, and the item must be shipped back at your cost to the warehouse it was sent from.

To be eligible for a return the product must have been bought in the last 15 days, be in its original packaging, and be unused and in the condition you received it. You will need your receipt or proof of purchase.

Refunds are processed 24 to 48 hours after we receive the returned item, back to the payment method you used, or held as credit if you prefer.

Faulty or damaged goods

None of the above applies to a fault. If a product fails to meet a guarantee under the Consumer Guarantees Act 1993, contact us and we will sort it out at our cost: there is no handling charge and no return postage for you to pay on a faulty item.

Your rights under New Zealand law

Nothing on this page limits your rights under the Consumer Guarantees Act 1993. When you buy from us as a consumer, the goods must be of acceptable quality, fit for the purpose you told us about, and match their description. Those guarantees cannot be contracted out of, and the remedies for a failure are set by the Act rather than by us.

If a fault is a minor one we may repair it, replace the item or refund you, and the choice is ours. If it is a major failure the choice is yours: you may reject the goods for a refund or a replacement, or keep them and claim compensation for the drop in value. You may also claim for reasonably foreseeable loss caused by the failure.

The Fair Trading Act 1986 also applies to everything we say about our products and prices. If you think something we have published is misleading, tell us and we will put it right.

There is no general cooling-off period for online purchases in New Zealand. The return window below is our own policy and it is offered in addition to your statutory rights, not instead of them.