Refunds & Returns
Last updated 25 September 2026. This policy is reviewed periodically; if anything here is unclear, ask us before you order.
Your right to cancel
When you buy from us online you have 14 days from the day your order is delivered to change your mind and cancel, without giving a reason. That is your right under Irish and EU law (the Consumer Rights Act 2022 and the EU Consumer Rights Directive), and nothing on this page takes it away.
Our own policy also lets you return a product within 15 days of buying it. The two windows start on different days, so you have whichever ends later.
How a change-of-mind return works
To return something because you have changed your mind:
- tell us within the window above, by email to theteam@customersupport.care with your order number;
- send it back in its original packaging, with the receipt, order confirmation or other proof of purchase from this website;
- use a tracked service, at your own cost, to the warehouse your order came from.
We refund the price you paid for the goods and the standard delivery charge you paid on the order. If you chose express shipping, we refund what standard delivery would have cost. We process refunds within 24 to 48 hours of the return arriving, and always within 14 days of you telling us you are cancelling; we may wait until the goods are back or you have shown us proof of sending them. The refund goes back to the card or PayPal account you paid with, or is held as credit against a future order if you would rather.
We cannot accept returns of anything bought from a third-party retailer rather than from this website.
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 your right to cancel covers a tap or a shower mixer exactly as it covers the mats, the mirrors and the holders.
We would still rather you ordered the right thing first time. If you are not sure whether a bath caddy spans your tub, whether a mirror suits your vanity, or what an exhaust fan needs for a duct run, email us at theteam@customersupport.care before you order and we will work it out with you.
Faulty, damaged, incorrect or missing items
This part applies to everything we sell, and none of the windows above limit it. It is not a change-of-mind return.
What we sell must match its description, be of acceptable quality and do the job it is sold for. If your order arrives faulty or damaged, is missing parts, is not what you ordered, or never arrives, tell us straight away at theteam@customersupport.care with your order number. A photograph of the packaging and the item helps us take it up with the courier, but it is not a condition of your rights. We will put it right with a repair, a replacement or a refund, and we cover the cost of getting the item back to us.
How to return something
Email theteam@customersupport.care with your order number, what you are returning and why. Please contact us before sending anything back: items must go back to the warehouse your order shipped from, so we will confirm the address first and make sure the return is credited to your order.
Payment providers usually take a few further working days to show a refund on your statement.
Cancelling before your order ships
An order can be cancelled free of charge until it ships. Most orders ship within 24 hours of ordering, so if you need to change or cancel a paid order, contact us within 12 hours. Once packing and shipping have started, the order goes out, and you can still cancel it under the right above once it arrives.
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 Consumer Rights Act 2022 or EU consumer law. For independent information on your rights you can contact the Competition and Consumer Protection Commission at ccpc.ie.