Please note that the $15 shipping charge is an MINIMUM cost of shipping. For an exact shipping cost, please contact The Screen Shop prior to purchase.
Customer Service Policy
Customer Service Policy
The Screen Shop is committed to providing exceptional customer service and quality products. We endeavour to make sure that all products listed are currently in stock and pricing is true and correct.
In the event that an ordered item is not available or we are unable to fulfil your order, we will notify you within 2 business days to arrange an agreeable alternative item, a back order or a full refund.
Please choose carefully before you buy. Retailers are not obliged to offer a Change of Mind refund service.
Retailers do not offer a satisfaction guarantee on any of their products, however due to their high level of customer service, they will always endeavour to keep customers happy and satisfied.
Please ensure you have organised a return agreement with the retailer prior to shipping any order items back. You should have:
Email confirmation from the retailer that they’ll accept the return
The retailer’s shipping address to return the item to
An agreement as to which party (the customer or the retailer) will be responsible for the cost of return shipping
Your instructions informing us how you would like the issue resolved.
Please also make sure you provide the following details when returning a product:
Your full name
Your order number
Reason why you are returning the product (please provide accompanying images where appropriate)
Your instructions informing us how you would like the issue resolved
Please include the original order confirmation or invoice you received with your product. Also, if you haven't previously provided a contact phone number, please include this with your return. This will ensure the issue is resolved quickly, should anyone need to contact you.
If you are returning an item because it is faulty or damaged, the retailer will do their best to replace it with an identical product. If item cannot be replaced, the retailer will offer you the option of choosing another product of the same value, or provide you with a refund for the total value of the faulty product.
Please note: Standard postage fees apply to all return orders. Where the return relates to a faulty item, the replacement product will be sent out to you, at no charge, within 5 working days from the date we receive the faulty product.
All transactions are processed in AUD.
When purchasing your financial details are passed through a secure server utilising the latest 128-bit SSL (Secure Socket Layer) encryption technology. If you have any questions regarding our security policy please contact our customer support centre at firstname.lastname@example.org.