Refund policy

Return & Refund Policy

At Northern Screens UK, every order is produced with care, attention to detail, and made specifically for the customer. As our products are made to order, our returns and refunds policy differs from standard off-the-shelf retail.

This policy explains how we handle incorrect orders, damaged deliveries, cancellations, and approved returns.

Made-to-Order Products

All products sold by Northern Screens UK are made to order. This includes standard website products, upgraded finishes, bespoke items, made-to-measure products, and custom design orders.

Because each order is produced specifically for the customer, we do not accept returns, refunds, or exchanges for change of mind, orders placed in error, incorrect selections or measurement errors made by the customer, or preferences relating to finish, tone, texture, or appearance where the product supplied matches the order.

Standard Website Products

For products ordered in the standard sizes, styles, or options shown on our website, we only accept returns or offer refunds where the wrong item has been supplied, the item arrives damaged, or the item is faulty and the customer is entitled to a remedy under their statutory rights.

Bespoke, Custom & Made-to-Measure Orders

Bespoke, custom, and made-to-measure products are strictly non-returnable and non-refundable unless the item supplied is incorrect, arrives damaged, or is faulty under applicable law.

Where a bespoke, custom, or made-to-measure item has been manufactured in accordance with the dimensions, specifications, finish, artwork, or other information provided by the customer, Northern Screens UK cannot accept responsibility for errors in those submitted details.

If a customer-approved design, drawing, measurement, or specification has been produced correctly, the order cannot be returned simply because it is no longer wanted or because the customer wishes to make a change after manufacture.

Finish Options & Pre-Aged Rust Finish

Some products may be available with optional finish upgrades, including a pre-aged rust finish.

By selecting a finish upgrade, the customer acknowledges that natural variation in tone, weathering, pattern, and surface character may occur. No two pieces will necessarily age or appear in exactly the same way, and slight variation forms part of the intended character of the product rather than being considered a defect.

Orders placed with upgraded finishes, including pre-aged rust finishes, are treated as made-to-order products and are non-returnable except where the item is incorrect, damaged on arrival, or faulty under the customer’s statutory rights.

Cancellations

As all orders are made to order, cancellation requests cannot be guaranteed once production has started.

If you wish to cancel an order after design work, preparation, manufacture, or finishing has begun, we reserve the right to deduct any costs already incurred, including materials, labour, manufacturing, finishing, design, and administration costs. Any remaining balance, where applicable, will be refunded after review.

Incorrect, Damaged, or Faulty Items

If we confirm that an item has been supplied incorrectly, has arrived damaged, or is faulty, we will determine the most appropriate resolution. Depending on the circumstances, this may include a repair, replacement, refund, or partial refund.

Nothing in this policy affects your statutory rights.

Delivery Inspection & Reporting Issues

Customers should inspect their order carefully as soon as possible after delivery.

If an item is incorrect or arrives damaged, you must contact us within 5 days of delivery at leon@northernscreensuk.co.uk.

Please include your order number, a clear description of the issue, and clear photographs showing the item, packaging, and any damage or error.

Claims submitted after 5 days of delivery may not be accepted in relation to incorrect-item issues or transit damage.

Approved Returns & Packaging Requirements

Where a return is approved, the item must be returned unused, uninstalled, and in suitable protective packaging.

Where possible, the original packaging should be used. If the original packaging has been discarded, the customer is responsible for sourcing suitable replacement packaging at their own cost to ensure the item can be returned safely and without further damage in transit.

Items returned without prior approval will not be accepted.

Return Costs

If the item supplied is incorrect due to our error, or if it arrives damaged in transit and the claim is accepted, Northern Screens UK will cover the agreed return cost.

If the customer has disposed of the original packaging, any replacement packaging required for the return remains the customer’s responsibility.

Refunds

If a refund is approved, it will be issued to the original payment method within 10 business days. Please note that your bank or card provider may take additional time to process the payment after the refund has been issued.

Contact Us

We always aim to review and resolve any genuine issues promptly, fairly, and as efficiently as possible.

For all return, refund, or order queries, please contact:

Northern Screens UK
Email: leon@northernscreensuk.co.uk