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Refunds & Returns

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

Thank you for shopping with us. If you are not completely happy with your purchase, we are here to help.

Your 14 day right to cancel

When you buy online from us, Irish and EU law gives you 14 days from the day your order is delivered to change your mind and cancel, without giving any reason. This right comes from the Consumer Rights Act 2022, which gives effect to the EU Consumer Rights Directive.

  • Tell us you are cancelling. Email theteam@customersupport.care with your order number within the 14 days. A clear email is enough.
  • Send the goods back. Please return them within 14 days of telling us. You pay the direct cost of sending them back, and we recommend a tracked service.
  • Your refund. We refund the price of the goods and the standard delivery charge you paid, within 14 days of hearing from you. We may wait until the goods are back with us, or until you show us you have sent them, whichever comes first. If you chose Express Shipping, we refund the cost of standard delivery.
  • Handling the goods. You can examine an item as you would in a shop. If it has been used beyond that and has lost value as a result, we may reduce the refund by that amount.

Our own 15 day returns window

On top of the legal right above, our own policy lets you return a product within 15 days of the original purchase for an exchange or a refund, for any reason, including these:

  • You found a better price
  • You changed your mind
  • It does not fit
  • You no longer need it
  • You ordered the wrong item

To use our own window, the product must have been bought from this website within the last 15 days, be in its original packaging, and come with your receipt, order confirmation or other proof of purchase. You send it back using a tracked shipping service, at your own cost, to the warehouse your package was sent from. You can use whichever window, ours or the legal one, ends later.

Our products are generally oversized items with high shipping costs, so please read the product page and measure your opening before you buy. If you are not sure which size or type suits your window or door, email us first and we will help.

We cannot accept returns of purchases made from third-party retailers. None of this affects your legal right to cancel, or what we do for damaged, incorrect, missing or faulty orders.

Damaged, incorrect or missing orders

If our product arrives damaged, or goes missing in delivery, we accept the return and take full responsibility for the return postage.

  • Damaged items or missing parts. If you receive a damaged product, or one with parts missing, please tell us straight away.
  • Incorrect item sent. If you receive a product that is different from what you ordered, please tell us straight away.
  • Order not received. If your order does not arrive, please tell us straight away.

Email theteam@customersupport.care with your order number. We may ask for more information about the condition your order arrived in, such as photographs of the item and the packaging, and we appreciate your help with that. Once our checks are done, we put it right with a replacement or a refund, and we aim to issue a refund within 24 to 48 hours.

Faulty or not as described

Goods you buy from us must be of acceptable quality, fit for their purpose and as described. If something we sent you is faulty or not as we described it, tell us. Under the Consumer Rights Act 2022 you are entitled to have it put right: depending on the fault and when it shows up, that means a repair, a replacement, a price reduction or a refund. We cover the return postage for a faulty item. These rights are separate from, and in addition to, the change of mind windows above.

Cancelling an order before it ships

Any order can be cancelled free of charge until it has shipped. If your order has been paid and you need to change or cancel it, contact us within 12 hours, because orders are handled within 24 to 48 hours of ordering. We refund everything you paid.

Once the packing and shipping process has started, please use your right to cancel above instead.

If we cancel your order ourselves, for example because an item is out of stock, you get a full refund.

How refunds are paid

Refunds go back the way you paid, to your card or your PayPal account, or we can hold them as store credit for a future order if you ask. For a change of mind return we process your refund 24 to 48 hours after we receive the returned item, and always within the legal time limits above. Payment providers usually take a few more working days to show the money on your statement.

How to start a return

Email theteam@customersupport.care with your order number and a short note about what you would like to do. Please contact us before sending anything back, so we can confirm the warehouse address and credit the return to your order. Once you have posted it, send us the tracking details.

We do our very best to reply to support emails within 24 hours.

If something goes wrong

If you are unhappy with how we have handled a return, see our complaints handling policy. If we still cannot agree, the Competition and Consumer Protection Commission (ccpc.ie) explains your options, and you can bring a claim of up to 2,000 euro through the District Court's Small Claims procedure. Nothing on this page limits your rights under the Consumer Rights Act 2022.