Refunds and returns

Last updated 26 August 2026. Nothing on this page limits your rights under Irish consumer law (the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013 and the Consumer Rights Act 2022).

Your 14 day right to change your mind

Because you are buying online, you have 14 days from the day the goods are delivered to withdraw from the order for any reason at all. You do not have to give a reason, there is no fee, and we refund the price of the goods plus the standard outbound delivery cost you paid. You then have a further 14 days to send the goods back, and you pay that return postage.

This is a statutory right under the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013 and nothing else on this page reduces it.

Our own window is longer

We allow 15 days from delivery rather than 14 to return an item for an exchange or a refund. It has to come back unused and in its original packaging with everything that came with it, and we check returns when they arrive.

Please email us before you send anything, so it goes to the right place and gets credited to your order.

Faulty, damaged or not what you ordered

This part is different and it is not limited to 15 days. If something arrives faulty, damaged or not as described, tell us within 30 days and we will put it right at no cost to you: a replacement or a refund, and we pay the return postage.

Under the Consumer Rights Act 2022 goods have to be as described and fit for the purpose they are sold for, and that right runs for two years. If they are not, that is our problem to fix, and no wording on this page changes it.

Damaged in transit

Email us with your order number and a photograph of the packaging and the item. We will arrange a replacement or a refund and cover the return postage. Photographs help us take it up with the courier, so they speed things along, but they are not a condition of anything.

Missing items, or the wrong thing sent

Tell us and we will fix it. If the parcel never arrives, arrives with parts missing, or contains something you did not order, that is ours to resolve and it costs you nothing.

Cancelling an order

Any order can be cancelled free of charge before it ships, and most orders are packed within 24 to 48 hours, so tell us as soon as you can.

If the order has been paid and you need to cancel or change it, contact us within 12 hours. Once packing and shipping have started an order can no longer be cancelled, and it becomes a return instead, which is covered by the 14 day withdrawal right above.

Everything here is a stock item

Nothing we sell is cut, altered or built to your measurement, so the same window applies to the whole range. That is worth knowing because goods made to a consumer's specification are excluded from the withdrawal right by Regulation 13(1)(c) of the 2013 Regulations, and nothing here falls into that.

We would still rather you ordered the right thing first time. If you are not sure which size, option or quantity you need, email theteam@customersupport.care before you order and we will work it out with you.

How to return something

Email theteam@customersupport.care with your order number and a short note about what you would like to do. We will reply with the return address and confirm who pays the postage in your case.

We process refunds within 24 to 48 hours of the goods arriving back. Payment providers usually take a few more working days to show the money on your statement. Refunds go back to the payment method you used, or can be held as credit against a future order if you would rather.

If you are unhappy with how we handled it

Email theteam@customersupport.care with your order number and the word "complaint" in the subject, and a person will look at it again from the start.