Every purchase made on our e-commerce platform is protected by the Irish Consumer Rights Act 2022, the Sale of Goods and Supply of Services Act 1980, and European Union (EU) regulations (including the EU Consumer Rights Directive). This ensures you full transparency, security, and fair treatment as an Irish consumer. As a platform focused on the Irish market, we strive to make our return and exchange rules simple, clear, and tailored to the needs of Irish shoppers—just like our product range and delivery services. Our goal is not only to sell high-quality goods but also to build trust and long-term relationships with you, which is why we aim to make every stage of your shopping experience, including returns, convenient and hassle-free.
1. Right to Cancel Distance Contracts
In line with Irish and EU law, you have the right to cancel your distance contract (online purchase) without giving any reason within 14 calendar days of receiving your goods. This 14-day cooling-off period starts from the moment the goods are delivered to you or a person designated by you. After notifying us of your decision to cancel, you have an additional 14 days to return the goods to our warehouse. This right applies to all products available on our platform, except for items excluded under Irish consumer law (detailed in Section 3).
To exercise this right, simply contact our customer service team (available 7×12 hours, in English) via the form in your customer portal, email, or phone. We will provide you with a cancellation form (in line with Irish legal requirements) and guidance on returning the goods, including direct access to a courier label—fully compatible with our Irish delivery partners: An Post, DPD Ireland, and Fastway Couriers.
2. Return Procedure – Simple and Fast
We aim to simplify the return process by leveraging our knowledge of local Irish logistics solutions, allowing you to choose convenient drop-off or collection options:
- Initiate a Return: Use the “one-click return” function in your customer portal or contact our customer service, providing your order number and contact details. You will immediately receive a cancellation form and a courier label (An Post or DPD Ireland), which you can print or save to your phone.
- Package the Goods: Place the item in its original packaging (or alternative packaging that provides adequate protection) along with all tags, accessories, and proof of purchase. Please ensure the item is in an unused condition—free from any signs of wear or use.
- Send the Return: Drop off your package at your chosen location—you can select an An Post post office (widely available across Ireland), a DPD Ireland pickup point, or arrange a home collection. This flexibility adapts to your schedule, just like our delivery service.
- Goods Inspection: Upon receiving your returned item, our team will inspect its condition within 3 working days. If the item meets our return criteria, we will immediately confirm receipt of the return via your customer account and email.
- Refund Processing: We will refund the full purchase amount (including initial delivery costs if the return is due to our error) to your specified bank account within 14 working days of confirming receipt of the return. The processing time for the refund depends on your bank, typically 1-3 working days.
3. Eligibility Criteria for Returns and Exclusions
For a return or exchange to be accepted, the item must meet the following criteria:
- Be in its original condition, free from signs of wear or use, with all tags, accessories, and packaging intact.
- Not be damaged due to improper use by you.
- Match the description on our platform (specifications, size, color, model).
Under Irish consumer law, you do not have the right to cancel a contract for the following items: personalized goods (e.g., custom-fitted clothing), opened hygiene products (e.g., opened cosmetics), digital products with an unlocked license or code, perishable goods (e.g., food), and services that have been immediately used. Additionally, items such as swimwear or underwear cannot be returned for health and hygiene reasons if the seal is broken.
4. Exchanges
If you wish to exchange an item (e.g., for a different size in clothing, a different color in home goods, or a different model in electrical appliances), follow the return procedure and indicate that you would like to exchange the item when contacting us. After inspecting the returned item, we will immediately send the new item to your specified address—free of additional delivery charges (applies to items of the same price; if the new item is more expensive, we will request payment of the difference).
Exchanges are available within 14 days of receiving the original item, provided the new product is in stock. If the product is out of stock, we will offer you a refund or the option to choose another product of similar value.
5. Return Costs
If the return is due to your decision to cancel the contract (without any fault on our part), you will bear the direct cost of returning the goods, unless we failed to inform you of this obligation when you placed your order. However, if the item is faulty, does not match the description, or was delivered incorrectly—we will bear all costs, including the return shipping cost and the delivery cost of the new item (in the case of an exchange).
To make returns easier for you, we partner with An Post and DPD Ireland to offer discounted return rates—your courier label is available in your customer portal once you initiate a return.
6. Faulty or Misdescribed Items
As a platform committed to quality, we ensure every product meets our high standards. However, if you receive an item that is faulty, damaged, or does not match the description (e.g., wrong size, incorrect model), please contact our customer service within 7 days of receiving the item. We will provide you with a free courier label, and upon receiving the item, we will conduct an inspection. Depending on your preference, we will either issue a full refund (including delivery costs) or exchange the item for a new one—at no additional cost to you. Under Irish law, you have up to 6 years from the date of purchase to report a faulty item, with a 30-day short-term right to a full refund for faulty goods received within that period.
7. Contact for Returns and Exchanges
Our professional customer service team is ready to assist you with any queries related to returns or exchanges. Contact us via:
- Email: [customer service email]
- Phone: [phone number] – available 7×12 hours
- Contact Form: In the customer portal on our platform
This policy is effective from [effective date] and may be updated in line with new legal requirements. All changes will be published on our platform and will take effect from the date of publication. As a platform focused on the Irish market, we strive to stay up-to-date with new legal obligations to ensure you receive the highest quality service—just like our products and deliveries.
Thank you for your trust—we are here to make your online shopping experience simpler, faster, and more enjoyable, and to resolve any issues with your order quickly and professionally. Quality Goods for a Better Life—this is our mission, and your satisfaction is our goal.