Refunds & Returns
Last updated 25 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.
Cancelling before your order ships
You can cancel any order free of charge until it ships. Orders are handled within 24 to 48 hours of ordering, so if your order has been paid and you need to change or cancel it, email us within 12 hours at theteam@customersupport.care with your order number. Once the packing and shipping process has started, the order can no longer be stopped, but you can still cancel under the 15 days below once it arrives.
If we cancel your order ourselves, for example because an item is unavailable, you get a full refund.
15 days from delivery to change your mind
Irish and EU law give you 14 days from the day your order is delivered to cancel an online purchase, without giving a reason. That right comes from the Consumer Rights Act 2022, which gives effect in Ireland to the EU Consumer Rights Directive (2011/83/EU). We give you 15 days from delivery, one day more than the law requires, on the same terms. If your order arrives in more than one parcel, the days run from the day the last parcel arrives.
Every screen door, curtain door, swatter, fan and repair kit on this website is a standard stock item, so the whole range is covered. It does not matter why you are sending it back: a better price found, a change of mind, a poor fit, an item you no longer need or the wrong item ordered are all fine.
How to cancel and send goods back
- Tell us within 15 days of delivery. Email theteam@customersupport.care with your order number and the items you are sending back. You can use the cancellation form at the bottom of this page, but you do not have to.
- Send the goods back within 14 days of telling us, to the warehouse your package was sent from. We will reply with the address; our administration address is not a returns address.
- Keep your receipt, order confirmation or other proof that you bought from this website. We cannot accept returns of purchases made from third-party retailers.
Please send the goods back in their original packaging if you still have it, packed so they arrive undamaged. You are free to open and check the goods, as you would in a shop. If they have been used or handled more than that, we can reduce the refund by the loss in value.
You pay the cost of sending the goods back when you change your mind.
Refunds
Your refund covers the price you paid for the goods and the standard delivery charge on your order. If you chose express delivery on an order that would otherwise have had free delivery, that extra charge is not refunded. Nothing is charged for handling, restocking or cancelling.
We process your refund within 24 to 48 hours of receiving the goods back, and always within 14 days of the day you told us you were cancelling. We can wait until the goods reach us, or until you show us proof that you have sent them, whichever comes first. The refund goes back the way you paid, to your card or your PayPal account, or we can hold it as credit against a future order if you ask us to. Card providers and PayPal usually take a few more working days to show it on your statement.
Faulty, damaged or incorrect items
This applies to everything we sell, separately from the 15 days above, and nothing on this page limits it. Under the Consumer Rights Act 2022, the goods we sell you must match their description, be fit for their purpose and be of the quality you can reasonably expect. If they are not, you are entitled to have them repaired or replaced, and in some cases to a price reduction or a full refund. Within 30 days of delivery you can reject faulty goods outright for a full refund. We pay the cost of returning faulty goods.
- Damaged items or missing parts. If a product arrives damaged or 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@customersupport.care with your order number. A photograph of the item and the packaging helps us take it up with the courier and speeds things along, but it is not a condition of your rights. Putting it right costs you nothing.
Cancellation form
You can copy this form into an email if you find it useful. Any clear statement that you are cancelling works just as well.
To: Screen Door Company (Caruso Consulting Co Ltd), N Wall Quay, North Dock, Dublin, Ireland, theteam@customersupport.care
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: [list the items]
Ordered on [date] / received on [date]
Order number: [number]
Name: [your name]
Address: [your address]
Date: [date]
How to start a return
Email theteam@customersupport.care with your order number and a short note about what you would like to do. Customer support is available 24/7 by email, and we do our very best to respond within 24 hours.
If something goes wrong
If you are unhappy with how we have handled a return, see our complaints handling policy. The Competition and Consumer Protection Commission gives free information about your consumer rights at ccpc.ie. Nothing on this page limits your rights under the Consumer Rights Act 2022.