Refunds and Returns

Last updated 25 September 2026. This page describes how this shop works in plain English. It is not legal advice.

Changing your mind: 14 days under Irish and EU law, 15 under our policy

Irish and EU law give you 14 days from the day your order is delivered to change your mind on an online purchase, without giving a reason. Our own policy goes one day further: 15 days from delivery. To use it, email theteam@customersupport.care with your order number within that time, then send the goods back unused, in their original packaging, with your order confirmation or other proof of purchase.

You pay the cost of sending the goods back. We refund what you paid for them, together with the standard delivery charge you paid. If you chose Express Delivery on an order that would otherwise have shipped free, we refund the order but not the extra cost of the express upgrade. The refund goes back to the payment method you used, or is held as credit against a future order if you would rather.

We do not charge a handling fee or a restocking fee on a return.

Face coverings and canned air

Face masks, face shields and canned air are sealed for hygiene reasons, so we can take them back only unopened and unused. The legal right to change your mind does not cover a sealed hygiene item once it has been unsealed.

Faulty, damaged or not as described

This part applies to everything we sell, and nothing above affects it.

What we sell should arrive undamaged, do the job it is sold for, and match its description. If your order arrives faulty, damaged or not as described, contact us and we put it right at no cost to you: a repair, a replacement or a refund, and we pay the return postage. None of this limits any right you have under the Irish Consumer Rights Act 2022 and the EU Consumer Rights Directive.

Damaged in transit

If a parcel arrives damaged, email us with your order number and a photograph of the packaging and the item. We arrange a replacement or a refund and we cover the return postage. Photographs help us take it up with the courier, but they are not a condition of your rights.

Missing items or the wrong thing sent

Tell us and we 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.

How to return something

Email theteam@customersupport.care with your order number and what you would like to do. We reply with the return address and confirm who pays the postage in your case. Please contact us before sending anything back: items go back to the warehouse your order shipped from, so this makes sure the return reaches the right place and is credited to your order.

We process refunds within 24 to 48 hours of the goods arriving back, and always within 14 days of you telling us you are cancelling. Card issuers and PayPal usually take a few further working days to show the money on your statement.

We cannot accept returns of items bought from a third party retailer rather than from this website.

Cancelling before dispatch

Any order can be cancelled free of charge before it is dispatched. Most orders are packed within 24 hours of ordering, so contact us as soon as you can, ideally within 12 hours. Once an order has shipped, the change of mind policy above applies instead.

If we cannot deliver on time

If we cannot deliver your order within the time we have told you, and in any case within 30 days of your order unless we agreed otherwise, we tell you and you can cancel for a full refund.

If we cannot agree

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. If we still cannot resolve it, the Small Claims procedure in the District Court handles consumer claims, and the Competition and Consumer Protection Commission (ccpc.ie) explains your rights. Nothing on this page limits your rights under the Irish Consumer Rights Act 2022 and the EU Consumer Rights Directive.