Refund Policy

We sell one product and we check it before it ships, so problems are rare. When something does go wrong, here's exactly what happens — no forms to hunt for, no restocking fees, no arguing.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits those rights. The timeframes and steps below describe how we handle claims day to day — they sit alongside your consumer guarantees, not in place of them.

Damaged, faulty or incomplete on arrival

If your Lookout Screen arrives damaged, faulty, or missing components listed on this website, tell us within 14 days of delivery. Fourteen days is a request, not a deadline that removes your rights — it simply lets us lodge a claim with the delivery carrier while that's still possible, which keeps things fast for everyone.

Here's what to do:

  1. Email screens@lookoutscreens.com.au with your order number, a short description of the problem, and photos of the damage or the missing/faulty part. Or call 1300 216 221 (Mon–Fri, 9am–4pm) and talk it through with us.
  2. We'll confirm the fault and the best way to get it back to us, either collection from your address, or posting it to our returns address below. Either way, you won't be out of pocket for return shipping on a confirmed fault or damaged item.
  3. Once we've confirmed the fault, you choose: a replacement screen or a full refund, including your original shipping cost. Approved refunds are credited to your original payment method within 14 days.

Please keep the original shipping carton if you can — it's the safest way to send the screen back. If you no longer have it, that doesn't affect your rights; we'll arrange suitable packaging with you.

Return address

Lookout Screens — Returns
95 Pear St
Greenslopes QLD 4120
Australia

Faults that appear later

The consumer guarantees don't stop at 14 days. If a fault appears after that — a clamp component fails, the cassette mechanism jams, the screen fabric fails prematurely — contact us on the details below. If the product hasn't lasted as long as a product of this type reasonably should, we'll repair, replace or refund it in line with the Australian Consumer Law. Wear from normal outdoor use, and damage caused by misuse, severe weather while the screen was left extended, or installation contrary to the assembly manual, aren't faults.

Exchanges

Exchanges are offered for defective or damaged items only, following the same process above. We don't exchange items for a different reason (see Change of Mind below).

Change of mind

We don't offer refunds or exchanges for change of mind — including where the screen doesn't suit your railing and you didn't check fit before ordering.

That's why we make checking easy: the clamp fits horizontal top rails from 12mm to 140mm wide, it's not suitable for vertical posts, round poles or solid walls, and if you're unsure, the “Will It Fit My Railing?” enquiry form puts your railing photo in front of Bob before you spend a dollar. Please choose carefully and use the fit check — it exists so nobody ends up with a screen that doesn't suit their home.

Contact

RC Innovations Pty Ltd trading as Lookout Screens
ABN 90 154 463 546
Level 6, 410 Queen St, Brisbane QLD 4000
Phone: 1300 216 221 (Mon–Fri, 9am–4pm)
Email: screens@lookoutscreens.com.au