E-Screen Returns & Refund Policy

1. Overview

This Returns & Refund Policy applies to all goods purchased from E-Screen Ltd (“E-Screen”, “we”, “us”, “our”) via our website or other sales channels, subject to the Terms of Sale and Terms of Service. 

2. Statutory Rights & Distance Selling

Under UK consumer law, when you buy online (a “distance contract”), you have the right to cancel your order within 14 days from the day you receive the goods, even if they are not faulty, and receive a full refund (provided the items are returned in their original, unused condition). However, this right does not apply to bespoke or custom-made items unless those items are faulty. 

3. Returns of Unwanted Items (Change of Mind)

  • You must contact us within 14 days after delivery to notify us of your intention to return the item.

  • The goods must be returned within a further 14 days (i.e. they must reach us no later than 28 days after delivery).

  • Items must be unused, in original packaging, and in a resalable condition (including all accessories, manuals, and packaging).

  • Returns are the responsibility of the purchaser and at their cost, unless the item arrived damaged or was sent incorrectly. 

  • Once we receive and inspect the returned item, we will process your refund within 14 days. 

4. Faulty, Damaged or Incorrect Goods

  • If the item you receive is faulty, damaged, or not as described, you must contact us immediately.

  • We will arrange for a repair, replacement, or full refund, depending on the circumstances and what’s practicable. 

  • In cases where we have sent the wrong item or the item is damaged, we will cover the return postage. 

  • Once the goods are returned and inspected, refunds shall be processed within 14 days of receipt.

5. Non-Refundable Items / Exceptions

  • Bespoke or custom-made orders are non-refundable unless there is a defect or error caused by us. 

  • Items that have been altered, misused, or damaged by the customer are not eligible for refund.

  • We reserve the right to refuse a return if it does not meet the return criteria above (e.g. packaging missing, item used, missing parts).

6. How to Return an Item

  1. Contact us to request a Returns Authorisation Number.

  2. Send the item to:
     E-Screen Ltd
     Unit 9, Brinell Way
     Harfreys Industrial Estate
     Great Yarmouth
     Norfolk, NR31 0LU

  3. Quote your order number, returns authorisation number, and reason for return.

  4. Package the goods securely in original packaging (or equivalent) to prevent damage in transit.

7. Refunds

  • Refunds will be made by the same payment method used for purchase.

  • We will process refunds within 14 days of receiving the returned goods (or receiving proof of return). 

  • The refund amount will cover the cost of the item, but not original delivery charges, unless the item is faulty or we sent the wrong item.

  • If the return shipping was prepaid by us (for faulty or mis-sent goods), we will reimburse that cost as part of your refund.

8. Cancellation Before Dispatch

If you request a cancellation before the goods have been dispatched, we will refund in full (including delivery if already charged).

9. Time Limits for Claims

You must report faulty or damaged goods as soon as possible, preferably upon receipt.
Under UK law, you are entitled to make a claim for goods that are faulty, not as described, or unfit, generally within 6 years (5 years in Scotland), depending on circumstances.