At ScreenGuard Shop, we stand behind the quality of our premium screening products. If you’re not completely satisfied with your purchase of our aluminum screening, assembled screen doors, or any other products, we offer a straightforward returns and exchanges process.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • You must initiate your request within 15 days of receiving your order
  • The item must be unused and in its original packaging
  • Custom-cut screening materials (measured to your specifications) cannot be returned
  • Special order items like Florida Glass Screen and BetterVue Invisible Screen are final sale

Non-Returnable Products:

Due to their custom nature, the following products cannot be returned or exchanged:

  • Custom-cut screening materials (all types)
  • Florida Glass Screen products
  • BetterVue Invisible Screen
  • Screen Tight components that have been installed
  • Any product that shows signs of use or installation

Returns Process

  1. Contact Us: Email [email protected] with your order number and reason for return (see template below)
  2. Receive Authorization: We’ll respond within 2 business days with a Return Merchandise Authorization (RMA) number
  3. Package Securely: Repackage the item in its original packaging with all included materials
  4. Ship Back: Send the item to our Baltimore facility at:
    ScreenGuard Shop Returns
    3614 Calvin Street
    Baltimore, MD 21201
    USA

    Include the RMA number clearly on the package

  5. Inspection: We’ll inspect the returned item within 3 business days of receipt
  6. Processing: Once approved, we’ll process your refund or exchange

Exchanges Process

For exchanges of eligible products (such as different mesh types of No-See-Um Screen or Brite Bronze screens):

  1. Follow the same initial steps as the returns process
  2. Clearly indicate in your email that you’re requesting an exchange and specify the replacement product
  3. We’ll provide instructions for returning the original item and processing the new order
  4. You’ll be responsible for any price difference and additional shipping costs

Return Shipping Costs

  • Customers are responsible for return shipping costs unless the return is due to our error
  • We recommend using a trackable shipping service (DHL, FedEx, or EMS)
  • Original shipping fees are non-refundable

Refund Information

Once your return is received and inspected:

  • Refunds will be processed within 5 business days of approval
  • Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Please allow 7-10 business days for the refund to appear on your credit card statement
  • For PayPal payments, refunds typically appear within 24-48 hours

Return Request Email Template

Subject: Return Request – Order #[Your Order Number] Dear ScreenGuard Shop Customer Service, I would like to request a return/exchange for my recent order (#[Your Order Number]). Product Name: [Product Name, e.g., “Porch Screen Panel”] Quantity: [Number of Items] Reason for Return: [Please specify] [For exchanges only:] I would like to exchange this for: [Product Name] Quantity: [Number of Items] Please provide instructions for returning the item(s). Best regards, [Your Full Name] [Your Contact Information] [Your Order Number]

Damaged or Incorrect Items

If you receive a damaged item or incorrect product (such as wrong size of Screen Frame & Components):

  • Contact us immediately at [email protected]
  • Include photos of the damaged item or incorrect product
  • We’ll arrange for a replacement at no additional cost to you
  • In some cases, we may ask you to return the original item using a prepaid shipping label

Professional Installation Note:

For customers who have purchased installation services along with products like our Porch Screening Systems or MeshGuard Screening System, please contact us directly for specialized return instructions as different policies may apply to installed products.

For any questions about our returns policy or to check the status of your return, please contact our customer service team at [email protected].