Refund policy

At Car Screen City, your satisfaction is our highest priority. We're here to assist whatever the situation may be.

Cancellations

Changed your mind? No worries. You can cancel your order as long as it hasn't shipped yet. Orders are usually shipped 24-48 hours after initiating.

Returns

We accept returns for any reason within 14 days of delivery for a refund, less the original shipping cost. For UK orders, shipping is included in the total price but will be itemised and deducted from any refund for unwanted items (typically around 10% of the order value, depending on size and destination).

An order must be returned to us before any refund can be issued. Once a return is authorised, we will provide the return address. Please retain and provide proof of shipment. When we receive the goods, we will inspect and, where appropriate, test them. Approved refunds will be processed to the original payment method.

For orders delivered outside the UK, returns must be sent to our UK return address. You are responsible for all return shipping costs and for ensuring the goods are adequately insured against loss or damage in transit.

Installation fees (where paid) are non-refundable, as the service and associated time and resources will already have been provided.

We strictly comply with the Consumer Rights Act 2015 in relation to all return and refund requests made after the initial 14‑day period. After this period, refunds will only be considered where there is a valid reason under the Act (for example, a fault that we cannot reasonably repair or replace).

If you receive an incorrect or defective item due to our error, we will prioritise sending out the correct replacement part. In most cases, issues can be resolved by resetting or updating the unit, or replacing or adjusting a specific component, and we ask that you allow us the opportunity to do so before returning the entire order. Where a genuine issue cannot be resolved, we will replace the whole unit.
We will know the difference between a genuine fault and something that can be simply resolved.

Where customers undertake self-installation, we will provide appropriate technical support and guidance. To assist us in diagnosing issues, you may be asked to provide photographs or other evidence showing the steps taken. If our clear installation or troubleshooting advice is not followed, or if a known solution is declined, we will not treat the unit as faulty on that basis alone and may decline a refund.

In complex or discretionary cases, we may offer a partial refund. Deductions may be made to cover restocking, packaging waste, testing time and non-recoverable shipping or service costs.

For return assistance or queries, contact us at info@carscreencity.com or via our website chat.

Refunds

Refunds are processed within 2 days after receiving returns at our return address, to give us time to check and test returned items.
The refund then generally takes 3-5 business days to show back in your account after being processed, depending on your specific bank's processing times. 
PayPal refunds sent back to your account immediately.

For the fastest service, reach out via email, website chat or Facebook Messenger, rather than social media comments.

We're committed to ensuring your experience with Car Screen City is exceptional!