What's covered, and what's just a screen doing its job.
Every screen is cut to one bay's dimensions, so the question is rarely whether you can send it back — it's whether something went wrong. The distinction that matters is between a fault and wear. One is our problem; the other is the thing this business exists to replace.
Your rights outlast any warranty we could write
We do not offer a separate warranty — not twelve months, not twenty-four, not an “up to” anything. Not because we are unwilling to stand behind a screen, but because the Consumer Rights Act 2015 already requires everything we send you to be of satisfactory quality, fit for the purpose you bought it for, and as described. Those rights last six years in England and Wales. We cannot exclude them and we do not try to.
A printed warranty would sit inside that, expire sooner, and arrive with a set of exclusions we would then have to argue about. You would be trading a six-year statutory right for a twelve-month promise and a list of reasons it does not apply.
So here is the honest version instead: what we replace, what is wear, and the two things that are neither.
What we replace
We replace or refund a screen that:
- Does not match the drawing you approved
- Arrives damaged
- Has a fault in the material or the way it was made
A bad seam, an eyelet that pulls through under normal tension, a finish that is not what the drawing says. That is our mistake and we put it right. You do not pay for it and you do not argue for it.
Report it within 20 days of delivery. After that we cannot reliably tell a manufacturing fault from ordinary wear, because a screen in daily use wears fast. Email us a photo — that is the whole process. The drawing number is on the sheet we emailed you; quote it and we will know exactly which screen you mean. Clause 7 of the terms sets out how we choose between a replacement and a refund.
Wear: not a fault, and not covered
A commercial impact screen is a consumable. The patch about a metre across where every shot lands goes slack and fuzzy first, usually at nine to twelve months in a bay running twelve hours a day. That is not a failure — it is the cloth doing what cloth does when something hits it a few hundred thousand times.
We do not dress that up as a warranty claim, and we would rather tell you it is coming than argue about it afterwards. Tell us which bay a screen went in and we will let you know before it starts to go. More on how they wear.
Things that are neither
A screen cut to a measurement that turned out to be wrong is not a fault. It is why you approve a dimensioned drawing before anything is cut — we have no way to check the opening you measured, and a screen cut to a mistyped one fits nobody else’s bay. Take the extra minute at that step. There is a measuring guide if you want one.
Damage from how it was fitted is not a fault either — pulled over a sharp frame edge, or tensioned past what the fixings take. Ask us before you fit if you are unsure. It is a two minute conversation and it is free.
None of this affects your statutory rights, and the terms of sale are where the rest of it is written down.