Refunds & Returns

Last updated: August 2026

Our 15-day return policy

If you are not happy with your purchase, you can return it within 15 days of purchase for an exchange or refund. This is our own store policy, offered voluntarily: Hong Kong law does not provide a general cooling-off period for online purchases, so this window is a commitment we make to you rather than a statutory right.

To be eligible for a change-of-mind return, the product must have been purchased in the last 15 days, be unused and in its original packaging, and be accompanied by your order confirmation or proof of purchase from this website. A HK$300 per-order handling fee applies to change-of-mind returns (it covers the original packing and handling), and return shipping to the warehouse your order was sent from is paid by the sender. We cannot accept returns of purchases made from third-party retailers.

One thing to know before you reach for the scissors: a screen that has been cut down to your window has been made to your measurements and cannot be resold, so please contact us before cutting if you have any doubt about size or fit.

Cancelling an order

Orders can be cancelled until they ship. Most orders are dispatched within 24 to 48 hours, so if you need to change or cancel a paid order, contact us within 12 hours of ordering. A 12.5% service and processing fee applies to cancellations of paid orders. Once packing and shipping has started, the order can no longer be cancelled and the return policy above applies instead.

What you get back

Refunds are processed within 24 to 48 hours of the returned item reaching us, to your original payment method (your card via Stripe, or your PayPal account). If you prefer, we can hold the amount as store credit against a future order instead.

If something is faulty, damaged or not what you ordered

Contact us straight away and we will put it right at no cost to you. Under the Sale of Goods Ordinance (Cap. 26), goods sold in the course of business carry implied conditions that they correspond with their description, are of merchantable quality and are reasonably fit for their purpose. Those rights sit alongside our own policy, are not affected by the HK$300 handling fee or the 15-day window, and cannot be taken away from you as a consumer by anything in our terms (Control of Exemption Clauses Ordinance, Cap. 71). The same applies if your order never arrives.

Screens made to your measurements

If we make a screen to the measurements you give us, for example through our quote service, it is made to your own specification and cannot go back into stock, so the 15-day change-of-mind window does not apply once we have started making it. We say this on the quote form too, so you know before you order. A standard size that you cut down yourself at home is different: it keeps the full 15-day window until you cut it. Faulty or incorrect made-to-measure items are always put right; nothing here touches your statutory rights over defects.

How to start a return

Email theteam@insectscreenshongkong.com with your order number and tell us whether you are returning, cancelling or reporting a fault. We reply with the return address and the next step. Please do not send anything back before you hear from us, so your parcel does not go astray.

Consumer dispute resolution

If a dispute arises we would much rather settle it with you directly, so please contact us first. If we cannot resolve it, the Hong Kong Consumer Council assists consumers with complaints and conciliation at consumer.org.hk, and monetary claims up to HK$75,000 can be brought in the Small Claims Tribunal.