Refunds and returns

Last updated: 25 September 2026

Cancelling before dispatch

An order can be cancelled at any time before it ships. Most orders are dispatched within 24 hours of payment, so contact theteam@customersupport.care with the order number as soon as you can. Once an order has shipped, the return terms below apply instead.

Your right to change your mind

When you buy online you have 14 days from the day the goods are delivered to withdraw from the purchase without giving a reason. This right comes from the EU Consumer Rights Directive as given effect in Ireland by the Consumer Rights Act 2022. We also accept returns within 15 days of purchase, which is this store's own policy; you may use whichever of the two ends later.

To withdraw, tell us clearly by email with the order number, then send the goods back within 14 days of telling us. We refund what you paid, including the standard delivery charge, within 14 days of hearing from you, although we may wait until the goods are back with us or you show us proof of posting. The refund goes back through the original payment method.

You pay the direct cost of returning the goods to the warehouse the parcel came from. We do not charge any other fee for a change-of-mind return. If an item has been handled more than was needed to inspect it and has lost value as a result, we may reduce the refund by that loss.

Please send the product back with everything that came with it, in its original packaging where you still have it, together with the order confirmation or other proof of purchase from this website. Those are requests that make a return quicker to process; they are not conditions of your 14-day right to withdraw. We cannot accept returns of items bought from a third-party retailer.

Faulty, damaged, incomplete or wrong items

Tell us straight away if a parcel arrives damaged, an item is missing parts, the wrong product was sent, or the order never arrives. Send the order number and photographs of the item and the packaging. In these cases we arrange the return at our cost and put it right.

Under the Consumer Rights Act 2022, goods must be of satisfactory quality, fit for the purpose they are sold for, and as described. If a product is not, you are entitled to a remedy: you can reject it within 30 days of delivery for a full refund, and after that you are entitled to a repair or a replacement, or to a price reduction or refund if a repair or replacement is not possible. These rights cannot be taken away, and nothing on this page or anywhere else on this site reduces them.

Refunds

An approved refund is processed within 24 to 48 hours of the returned item reaching us, and in every case within the time the law allows. How quickly it then appears depends on your card issuer or PayPal. If you would rather hold the value as credit against a future order, tell us when you start the return.

If something goes wrong

Contact us first and we will do our best to put it right. Independent information on your rights is available from the Competition and Consumer Protection Commission at ccpc.ie and from the European Consumer Centre Ireland at eccireland.ie. A consumer claim of up to €2,000 can be brought through the small claims procedure of the District Court. We are not signed up to a private dispute resolution scheme.

Starting a return

Email theteam@customersupport.care with the order number, the product and the reason. Do not send card details or payment credentials by email.