Casper Screens Return Policy
Every Casper Screens retractable screen is custom fit to a specific door opening, so our return policy is built around made-to-measure products. Please read the details below before you place an order. If anything is unclear, our office is happy to answer questions before you buy.
Refunds on Pre-Cut and Assembled Screens
Casper Screens doesn’t provide refunds on our Pre-Cut and assembled retractable screen doors. It’s the customer’s responsibility to ensure that the appropriate measurements are taken prior to submitting your order.
Because each screen is cut and assembled to the measurements you provide, it can’t be restocked and sold to another customer in the same way as a standard-size product. That is why accurate measuring matters so much.
Before You Order
Taking a few minutes to confirm the following details can help you avoid problems later:
- Door type. Casper Screens can be used on single doors, sliding doors, double (French) doors, and oversized doors. They work on both in-swing and out-swing doors.
- Door size. Single doors and sliding doors can be up to 100″ tall and 60″ wide. Double (French) doors can be up to 100″ tall and 100″ wide for both doors, which is 50″ per door.
- Color. Casper retractable screens come in five powder-coated colors: white, sand, almond, brown, and black. Choose the one that best matches your door trim.
- Measurements. Measure your opening carefully, and double-check your numbers before you submit your order.
Measuring Before You Order
Accurate measurements are the most important part of ordering a custom-fit screen. Our Measuring DIY page is the best place to start. It explains how to measure your door opening so the screen is cut to the right size.
If any questions come up about measuring before you place your order, please call our office at 877-745-5525. It is much easier to answer a measuring question before the screen is made than after it ships.
Damage During Shipment
In the event of damage during shipment, Casper will make every attempt to ensure customer satisfaction, up to and including providing any replacement parts and assistance required.
If your order arrives damaged, contact our office as soon as you notice it so we can help. Let us know which parts are affected, and we will work with you on the next step
Parts That Need to Be Recut
If a part needs to be cut to a different dimension, Casper can recut the parts after the order has been shipped back to our office location.
Warranty Coverage
The return policy is separate from the Casper Screens warranty. Casper Disappearing Screen Systems products are warranted to the original purchaser, for as long as he or she owns the product, against defects in the materials.
- Frame parts and components: limited lifetime warranty against material defects.
- Screen mesh: 3-year warranty against manufacturer defects, such as the mesh unraveling or pulling away from the pull bar or housing.
The warranty is limited to the replacement or repair of components that have defects. It applies under conditions of normal use and does not apply to defects that result from damage, negligence, or unreasonable use. The screen mesh warranty also does not apply if a person, animal, or object walks, runs, or falls into the mesh and tears it. To be eligible, owners agree to follow the normal operating and maintenance instructions, and screens must be installed in accordance with the installation instructions. There is a service fee for any items that are not covered under the warranty.
For the complete terms, please see our Warranty & Maintenance page.
Caring for Your Screen
Basic care helps your screen operate smoothly and last longer:
- Vacuum the bottom track regularly, especially next to the magnetic profile. Once a month is recommended.
- Clean the framework with a multi-purpose cleaner to remove hand oils and dirt.
- Clean the mesh by lightly going over it with a vacuum brush attachment and wiping it with mild soapy water. Do not hose down the mesh, because water can collect inside the casement.
- Never use WD-40 or other lubricants on screen door components.
- Pull the screen straight across, parallel with the bottom track. Twisting the handle can cause it to bind.
- If the screen mesh gets a fold, straighten it out right away. The mesh can split if the fold is left.
- Retract the screen into the housing when the door is closed.
Replacement Parts
If you only need a single component, such as a handle, visit our Replacement Parts page.
Installation Help
Need help with an installation? Our Installation Guides include video tutorials with step-by-step instructions.
Contact Casper Screens
Questions about measuring, shipping damage, a warranty claim, or an existing order? Call us at 877-745-5525 or email info@casperscreens.com. You can also reach us through our Contact Us page. Our office is located in San Diego, CA.