Refunds & Returns

Last updated 30 August 2026. This policy sets out your rights as a consumer buying from us in Ireland.

Your 14 day right to cancel

If you are a consumer in Ireland, the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013 give you the right to cancel most online orders within 14 days of receiving them, for any reason and without giving one. To cancel, email us at theteam@customersupport.care with your order number before that period ends. You then have a further 14 days to send the goods back.

We refund the price you paid, including the standard delivery charge, within 14 days of receiving the goods back or of receiving proof that you have sent them. You pay the direct cost of returning the goods unless the item is faulty or we agree otherwise. You may examine goods as you would in a shop; a deduction can only be made where handling has gone beyond that and reduced their value.

If you are buying from elsewhere in the EU, the same rights apply under the Consumer Rights Directive as transposed in your own country, and we apply this policy in the same way.

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 exception for goods made to a consumer's specification does not apply to anything in this range, and the full change of mind right covers a bidet seat exactly as it covers a rower or a knee support.

The one exception in our range is hygiene, and it is the standard legal one: a probiotic supplement bottle that has been unsealed after delivery cannot be returned under the change of mind right. An unopened bottle can.

We would still rather you ordered the right thing first time. If you are not sure which seat shape fits your toilet or which product suits your routine, 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. Nothing above affects it.

If your order arrives faulty, damaged or not as described, contact us and we will put it right at no cost to you. Under the Consumer Rights Act 2022, goods must match their description, be fit for their purpose and last a reasonable time. You can ask for a repair or replacement, and where the fault is significant or cannot be fixed, a price reduction or a refund. We pay the cost of returning a faulty item.

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, so it reaches the right warehouse 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. Refunds go back to the payment method you used, or can be held as credit against a future order if you would rather.

Cancelling before dispatch

Any order can be cancelled free of charge before it is dispatched. Most orders are packed within 24 to 48 hours, so tell us as soon as you can 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 us at 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 cannot resolve it, you can contact the Competition and Consumer Protection Commission (CCPC), Ireland's consumer protection authority. Your statutory rights are not affected by anything on this page.