Refunds & Returns

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

Changing your mind

For an eligible online purchase, you normally have 14 days from delivery to tell us in writing that you want to cancel, followed by another 14 days to return the goods. Statutory exceptions can apply. Our store policy also accepts change-of-mind return requests made within 15 days of delivery. To start a return, email theteam@customersupport.care with your order number.

Return the goods securely, preferably in their original packaging, with your receipt, order confirmation or other proof of purchase. You normally pay change-of-mind return postage. We refund eligible payments to the original payment method after the return is received, subject to the applicable consumer-law timescale.

Nothing we sell is made to order

Everything we sell is a standard stock item. Nothing is cut, altered or built to your measurement, so the change-of-mind window above covers a bike rack or the outdoor shed exactly as it covers the storage bags and the shoe boxes.

We would still rather you ordered the right thing first time. If you are not sure whether shelving fits an alcove, whether a wall rack suits your wall, or whether an organiser clears the pipe under your sink, email us at theteam@customersupport.care before you order and we will work it out with you.

Faulty, damaged or incorrect items

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

The Consumer Rights Act 2022 and applicable Irish and European Union consumer law provide remedies when goods do not conform to the contract. Depending on the circumstances, those remedies can include repair, replacement, a price reduction or a refund. If your order arrives faulty, damaged or not as described, contact us and we will put it right at no cost to you. We cover reasonable return costs for faulty goods.

The store's change-of-mind policy does not replace or limit any statutory remedy.

Damaged in transit

If a parcel arrives damaged, email us with your order number and a photograph of the packaging and the item. We will arrange a replacement or a refund and we 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 your rights.

Items missing or the wrong thing sent

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

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. Please contact us before sending anything back: items must 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. Use a tracked service and keep the tracking number.

We aim to process refunds within 24 to 48 hours of receiving the returned goods. Payment providers usually take a few further business days to show the money back 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 shipped within 24 hours of ordering, so if you need to change or cancel a paid order, contact us as soon as you can, ideally within 12 hours, and we will tell you where yours has got to. Once an order has shipped it is handled as a return under the policy above.

If something goes wrong

If you are unhappy with how we have handled a return, email caseresolution@customersupport.care with your order number and a person will review it. If we still cannot resolve it, you may seek guidance from the Competition and Consumer Protection Commission or check whether the dispute is eligible for the small claims procedure. Nothing on this page limits rights that apply under Irish law.