Refunds & Returns

Last updated 25 September 2026. This policy sets out how returns work when you buy from us in Ireland.

Changing your mind

You can return any product for any reason. Irish and EU law give you 14 days from the day you receive an online order to change your mind, and our own policy also accepts returns within 15 days of the original purchase. Whichever of the two ends later is the one that applies to you. To start a return, email us at theteam@customersupport.care with your order number.

To be eligible, the product must have been bought from this website, be in its original packaging, and come back with your receipt, order confirmation or other proof of purchase. You pay the cost of returning the goods unless the item is faulty. We refund the price you paid for the goods and the standard delivery charge, back to the payment method you used, or held as credit against a future order if you would rather.

Nothing we sell is made to order

Everything we sell is a standard stock item. Nothing is cut, altered or built to your measurements, so the right above covers a bidet seat or an electric seat exactly as it covers a sprayer kit or a box of bamboo tissue.

We would still rather you ordered the right thing first time. If you are not sure whether a seat will fit your toilet pan, whether your cistern supply suits a sprayer, or which of two products suits the bathroom, 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.

Whatever the window above says, we stand behind what we sell: it 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 will put it right at no cost to you. For a serious problem you can have a replacement or a refund; for a smaller one we will repair or replace the item. We cover the cost of shipping a faulty item back, and 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 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 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 aim to process refunds within 24 to 48 hours of receiving the returned goods. Payment providers usually take a few further working 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 packed 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.

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 look at it again from the start. Nothing on this page limits your rights under the Irish Consumer Rights Act 2022 and the EU Consumer Rights Directive.