Refunds & Returns

Last updated 25 September 2026. This policy is reviewed periodically; if anything here is unclear, ask us before you order.

Thank you for shopping with us. If you are not completely happy with your purchase, we are here to help.

Your right to cancel

When you buy from us online as a consumer, you can cancel your order within 14 days of the day it is delivered to you, without giving a reason. This right comes from the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013, which apply in Ireland. If your order arrives in more than one package, the 14 days start when the last package arrives.

To cancel, tell us clearly before the 14 days are up, by email to theteam@customersupport.care with your order number. You can use your own words, or this wording: "I hereby give notice that I cancel my contract for the sale of the following goods: [items], ordered on [date], received on [date]. Name, address, date."

You then have 14 days from the day you tell us to send the goods back. For a change of mind, the return postage is yours. Please send the goods tracked and packed with care, because they are your responsibility until they reach us.

How we refund you

We refund the price you paid for the goods and the standard delivery charge for the order, within 14 days of the day you tell us you are cancelling. If you chose Express Delivery, we refund the cost of our standard delivery, not the extra you paid for the faster option. We may wait to pay the refund until the goods are back with us, or until you send proof that you have posted them, whichever is sooner.

The refund goes back to the way you paid, your card or your PayPal account. If you ask, we can hold it as store credit for a future order instead. Nothing is kept back for packing or for cancelling.

You can open and look at a product the way you would in a shop. If it has been used beyond that and has lost value as a result, we may reduce the refund by that amount.

What cannot be returned once opened

The law does not give a right to cancel for goods that are sealed for health protection or hygiene reasons and have been unsealed after delivery. If a product you bought arrived sealed for that reason, please only open it if you intend to keep it. If you are unsure whether this applies to something in your order, email us before you open it.

Damaged, incorrect or missing orders

If our product arrives damaged, or goes missing in delivery, we accept the return and take full responsibility for the return postage.

• Damaged items or missing parts. If you receive a damaged product, or one with parts missing, please tell us straight away.
• Incorrect item sent. If you receive a product that is different from what you ordered, please tell us straight away.
• Order not received. If your order does not arrive, please tell us straight away.

Email theteam@customersupport.care with your order number. We may ask for more information about the condition your order arrived in, such as photographs of the item and the packaging, and we appreciate your help with that. Once our checks are done, we put it right with a replacement or a refund, and we aim to issue a refund within 24 to 48 hours.

Faulty or not as described

Under the Consumer Rights Act 2022, goods must be of satisfactory quality, fit for their purpose and as described. If something we sent you is faulty or not as we described it, tell us. We cover the return postage and put it right with a repair, a replacement or a refund, as the law provides. These rights last well beyond the 14-day cancellation period.

Cancelling before your order ships

All orders can be cancelled until they are shipped, at no charge. If your order has been paid and you need to change or cancel it, contact us within 12 hours, because orders are handled within 24 to 48 hours of ordering. If it has already shipped, your 14-day right to cancel above still applies.

If we cancel your order ourselves, for example because an item is out of stock, you get a full refund.

How to start a return

Email theteam@customersupport.care with your order number and a short note about what you would like to do. Please contact us before sending anything back, so we can give you the return address and match the return to your order. Once you have posted it, send us the tracking details.

We cannot accept returns of purchases made from third-party retailers. Please return those to the seller you bought from.

We do our very best to reply to support emails within 24 hours.

If something goes wrong

If you are unhappy with how we have handled a return, email us first so we can try to put it right. If we still cannot agree, you can use the Small Claims procedure of the District Court, contact the Competition and Consumer Protection Commission at ccpc.ie for information about your rights, or, if you live in another EU country, contact the European Consumer Centre in your country.