At SecureMesh Store, your satisfaction is our top priority. We stand behind the quality of our screening products, from our premium Aluminum Screening and Genius® Retractable Screens to our durable Porch Screening Systems. If you are not completely satisfied with your purchase, we offer a straightforward returns and exchanges process to ensure you get the right solution for your needs.

Returns & Exchanges Eligibility

  • Items must be returned within 15 days of receipt.
  • Products must be in original, unused, and resalable condition, in their original packaging.
  • A copy of the original invoice or proof of purchase is required.
Please Note: Due to their custom nature, the following products are FINAL SALE and not eligible for return or exchange:
  • Rolls of Screen – All Types (once cut from the roll)
  • Screen Frame & Components (cut-to-size frames)
  • Assembled Screen Doors (unless damaged in transit)
  • Complete Window Screens (custom-sized orders)
  • Porch Screen Panel (custom-cut panels)
These items are often cut to specific customer specifications and cannot be resold.

How to Initiate a Return or Exchange

To start the process, please contact our customer support team within the 15-day window. We’ll guide you through the simple steps.

  1. Contact Us: Email us at [email protected] with your order number and details about the product you wish to return or exchange.
  2. Wait for Instructions: Our team will provide you with a Return Merchandise Authorization (RMA) number and the shipping address for returns. Returns sent without an RMA number cannot be processed.
  3. Ship the Item: Carefully package the item(s) and ship them to the address provided. We recommend using a trackable shipping service as you are responsible for the item until it arrives at our facility.
  4. Inspection & Processing: Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund or exchange.

Return Shipping Costs

  • For returns due to our error (e.g., wrong item shipped, defective product), we will provide a prepaid return shipping label.
  • For returns for any other reason, the customer is responsible for the cost of return shipping.

Refund Timelines and Methods

Once your return is approved, your refund will be processed:

  • Timeline: Refunds are typically processed within 5-7 business days after we receive the returned item.
  • Method: The refund will be issued to the original payment method used during purchase (Visa, MasterCard, JCB, or PayPal). Please allow additional time for the refund to appear in your account, depending on your bank or payment provider’s policies.
  • Please note that original shipping fees are non-refundable.

Exchanges

To exchange an item for a different size or product, simply follow the return process above. Once we receive the original item, we will ship the new item to you. Standard shipping charges will apply for the new order.

Damaged or Defective Items

If your order arrives damaged or defective, please contact us immediately at [email protected]. We will arrange for a replacement or refund and provide a prepaid return label if necessary.

Return Request Email Template

To help you get started, here is a template you can use for your return or exchange request:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear SecureMesh Store Support, I would like to request a return/exchange for my recent order. Order Number: [Your Order Number] Product Name: [Name of the product, e.g., Fiberglass Screening 100ft Roll] Reason for Return/Exchange: [Please provide a brief reason] Please provide me with the return instructions and an RMA number. Thank you, [Your Full Name] [Your Phone Number]

For any questions regarding our Returns & Exchanges policy, please don’t hesitate to reach out to us at [email protected].

The SecureMesh Store Team