Returns & Exchanges

Last updated: 8 August 2025

This policy operates in addition to your rights under the Australian Consumer Law (ACL) and does not limit them.

 


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 & are sold without factoring in our standard cost of operations.

 


2) 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

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.

 


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.

 


How to Start a Claim

Email: info@cleanscreens.store
Include your order number and photos where relevant.

We respond within 1–2 business days.