Last updated: 20 August 2026
This policy operates in addition to your rights under the Australian Consumer Law (ACL) and does not limit them. If you are shopping from New Zealand, the Consumer Guarantees Act 1993 applies in the same way.
1) 30-Day "Not Satisfied?" Guarantee
We offer a 30-day satisfaction guarantee from the date of delivery.
If you're not happy with your results, contact us within 30 days and we'll assess the situation.
What we require
To qualify, you must provide:
- Your order number
- A short description of the issue
- Clear photos and/or videos of the surface and results
Photo evidence is required so our technical team can properly assess the situation and determine whether:
- The issue can be resolved with adjusted technique
- A replacement component is appropriate
- Or a refund is warranted
We cannot approve satisfaction refunds without visual evidence.
In many cases, application adjustments resolve the issue quickly. If after reasonable troubleshooting you're still not satisfied, we will honour the guarantee.
Refund terms (Satisfaction Guarantee)
- Refunds apply to the affected item only.
- Bundle refunds are calculated pro-rata based on item value at time of purchase.
- We generally do not require the product to be returned.
- Return shipping costs are not covered under the satisfaction guarantee.
This guarantee is voluntary and separate from your ACL rights.
What's not covered
The satisfaction guarantee applies only to first orders and orders containing items that are readily available for sale on our website.
Custom orders are not covered by the satisfaction guarantee. Custom products (items we make to order for a specific customer and do not offer for sale to the general public) are excluded from the 30-day satisfaction guarantee.
Please note our reasoning for this is that custom orders are outside our general scope of products and are sold without factoring in our standard cost of operations.
2) Parcels Lost, Stolen or Damaged in Transit
This is separate from the satisfaction guarantee above and is covered in full on our Shipping page. In short:
If your parcel is lost in transit or arrives damaged
We will replace it at no cost to you, whether or not you purchased Shipping Protection. Contact us within 30 days of dispatch with your order number.
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With Shipping Protection — we dispatch your replacement immediately, on priority, with no photos or proof required.
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Without Shipping Protection — we lodge an enquiry with the carrier first, which can take up to 10 business days, and we'll ask for photos where an item arrived damaged. The replacement itself is still free.
If your parcel is stolen after it has been delivered
Once tracking confirms delivery, a parcel is out of our hands and the carrier's, so this sits outside what we're responsible for.
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With Shipping Protection — we'll replace it free, no questions asked.
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Without Shipping Protection — we'll still send a replacement, but our standard shipping rate applies: AUD $12.00 within Australia, or NZD $14.00 to New Zealand.
Shipping Protection is an optional $2.20 add-on at checkout and covers loss, theft or damage for 30 days from dispatch. It does not replace, limit or affect your rights under the Australian Consumer Law or the New Zealand Consumer Guarantees Act 1993.
3) Missing or Incorrect Items
If something is missing from your order or you've received the wrong item, email us within 30 days of delivery with your order number and a photo of what arrived. We'll send the correct item at no cost to you, and you won't need to return anything unless we ask.
4) Australian Consumer Law (ACL) Rights
Under the ACL, you are entitled to a remedy if a product:
- Is faulty
- Is not as described
- Is unsafe
- Does not do what it is reasonably expected to do
- Is lost or damaged before it reaches you
Major problem
You are entitled to choose a refund or replacement.
Minor problem
We will repair, replace, or refund within a reasonable time.
For ACL claims:
- We may request photos and/or return of the item for assessment.
- If a fault is confirmed, we will reimburse reasonable return shipping costs.
- Refunds include original standard shipping where required under law.
New Zealand customers
You have equivalent rights under the Consumer Guarantees Act 1993, which we honour in exactly the same way. Nothing in this policy limits those rights, and the Fair Trading Act 1986 also applies.
Surface Compatibility & Usage
Our products are safe when used strictly in accordance with the instructions provided.
Clean Screens is not liable for damage caused by:
- Incorrect use
- Use outside instructions
- Pre-existing surface damage or wear
- Manufacturing defects in the underlying surface
This does not limit your rights under the ACL or, in New Zealand, the Consumer Guarantees Act 1993.
How to Start a Claim
Email: info@cleanscreens.store
Include your order number and photos where relevant.
We respond within 1-2 business days.
