Refunds & Returns

Last updated: August 2026

Our 15-day return policy

You can return a product within 15 days of receiving it for an exchange or a refund of the product price (delivery and handling charges are not refunded). This window is our own commercial policy: UAE law does not impose a general cooling-off period for online purchases, so we offer this voluntarily, and this page is the record of exactly what we offer.

To be eligible, the product must be unopened and in its original packaging, and you need the order confirmation or another proof of purchase from this website. Returns are sent back to the warehouse your order came from, at your cost. We cannot accept returns of purchases made from third-party retailers.

Cancelling an order

You can cancel any order until it ships. If your order has been paid and you need to change or cancel it, contact us within 12 hours of placing it. Once packing and shipping has started, the order can no longer be cancelled and the 15-day return policy above applies instead.

Your refund

We process refunds within 24 to 48 hours of the returned item reaching the warehouse, to your original payment method. If you prefer, we can hold the amount as credit against a future order instead.

Screens made to your measurements

A screen made to the measurements you give us through our quote service is made to your own specification, so the voluntary return window above does not apply once we have started making it. We say this on the quote form too. A standard size that you cut down yourself at home is different: it keeps the full return window until you cut it.

Damaged or defective goods

If a product arrives damaged or turns out to be defective, none of the limits above apply. Under Federal Law No. 15 of 2020 on Consumer Protection and Cabinet Decision No. 66 of 2023, you are entitled to have a defective product repaired, replaced or refunded. Contact us at theteam@insectscreens.ae.org with your order number and a photo of the problem and we will put it right.

Complaints

If you feel we have not resolved something properly, you can raise a consumer complaint with the consumer protection department of the UAE Ministry of Economy.