Returns & Exchanges

Last updated: 8 August 2025

This policy adds to your rights under the Australian Consumer Law (ACL) and does not limit them. If there’s a conflict, the ACL prevails. For EU customers, the 14-day right of withdrawal applies to eligible distance purchases as set out below.

1) Change-of-Mind Returns (14 days)

  • Window: Returns accepted within 14 days of delivery.

  • Condition: Items must be unused, unopened, and in original packaging (including seals/safety caps and any accessories).

  • Costs: You cover return shipping and transit risk until received.

  • Refund timing: We process the refund after we receive and inspect the return. Original delivery fees aren’t refunded on change-of-mind returns.

  • Not eligible (change-of-mind only): Opened chemical products (e.g., Calcium Dissolver, Mould & Mildew Remover, UltraGrip range, Nano-Coating wipes/sachets), items not in original packaging/condition, and gift cards.

    (Change-of-mind returns are our voluntary policy and separate from ACL remedies.)

2) “Not Satisfied?” Money-Back (our optional guarantee)

If you’re not happy with results, we can often sort it fast via email. We reply within 1–2 business days.

How it works

  • Email us first: info@cleanscreens.store with your order number, a short note, and photos/videos if possible.
  • Tech advice: Our technicians provide personalised guidance (surface type, water hardness, application method, dwell time, etc.).
  • Your call: If you don’t want to troubleshoot or you’re still unhappy after trying our advice, we’ll honour the guarantee.

Refund terms

  • We’ll ask you to complete our quick questionnaire (helps us improve).
  • Bundles: If only some items didn’t meet expectations, we refund pro-rata for those items based on their standalone price at purchase (or a fair split if not sold separately).
  • We typically don’t require a return for “not satisfied” refunds; if we need a sample for safety/quality checks, we’ll provide instructions.
  • This guarantee is in addition to your ACL rights and does not limit them.

3) Products with a Problem (ACL)

If a product is faulty, not as described, or unsafe, you’re entitled to a remedy under the ACL.

Email-first resolution (for speed)

  • Please email info@cleanscreens.store with your order number, issue description, and photos/videos.
  • We’ll aim to resolve within 1–2 business days. Minor issues can often be fixed quickly with technician guidance or a replacement component.

Your ACL remedies (not conditional on troubleshooting)

  • Major problem: You choose a refund or replacement for the affected item.
  • Minor problem: We will replace or refund within a reasonable time.

Returns, costs & timing

  • We may ask you to complete our quick questionnaire (helps us improve).
  • You may need to return the item for assessment; for chemical goods we’ll provide safe-return instructions.
  • When we confirm a problem, we reimburse reasonable return costs you’ve paid and, if a refund applies, also refund the original standard delivery fee.
  • We generally process refunds after we receive the returned item (or proof of collection/disposal where applicable). This does not reduce your ACL rights.

4) Bundles & Multi-Item Orders

  • If only some items in a bundle have an issue, the remedy applies to those items’ reasonable value (refund/replace that component).
  • If a problem with one item makes the whole bundle substantially unfit for its purpose, we’ll remedy the bundle appropriately.
  • For our optional satisfaction guarantee, refunds follow the pro-rata method described above.

5) EU Customers — 14-Day Cooling-Off (Distance Purchases)

If your order is shipped into the EU, you can cancel within 14 days of delivery for any reason.

  • How to cancel: Email info@cleanscreens.store with your order number and that you’re exercising your right of withdrawal.
  • Condition: Items must be unused and returned in original packaging.
  • Refunds: We refund within 14 days of your notice (we may wait until we receive the goods or proof of return). Refund includes the original standard delivery cost (not any extra you chose for express).
  • Return shipping: You generally pay return shipping for cooling-off returns unless the goods cannot be returned by post in the usual way, in which case we’ll arrange collection.

6) How to Start a Return

  1. Email info@cleanscreens.store with your order number, reason (change-of-mind / not satisfied / product problem), and photos if relevant. We respond within 1–2 business days.
  2. We’ll send return instructions and, for ACL claims, a prepaid label or reimbursement steps for reasonable return costs.
  3. Once received and inspected (or once disposal/collection is confirmed where required), we’ll process your remedy promptly. Refunds are typically issued within 5 business days to your original payment method (your bank/issuer may take longer to post it).

7) Proof of Purchase

A receipt, order confirmation, bank statement, or other reasonable proof of purchase may be required.