Your Right of Return and Refund
If you would like to return a product to us, then please contact our Customer Support department on 01 841 3281 or email firstname.lastname@example.org.
This is an extract from our full Shop Terms & Conditions of Sale to Consumers
13.1. You have a legal right to cancel a Contract during the period set out below. This means that during the relevant period if you change your mind or for any other reason you decide you do not want to keep a Product, you can notify us of your decision to cancel the Contract and receive a refund. Advice about your legal right to cancel the Contract is available from your local Citizens’ Advice Bureau or Trading Standards office.
13.2. Your legal right to cancel a Contract starts from the date of the Order Confirmation, which is when the Contract between us is formed. Your deadline for cancelling the Contract then depends on what you have ordered and how it is delivered, as set out in the table below:
|Your Contract||End of the cancellation period|
|Your Contract is for a single Product (which is not delivered in instalments on separate days).||The end date is the end of 14 days after the day on which you receive the Product.
Example: if we provide you with an Order Confirmation on 1 January and you receive the Product on 10 January you may cancel at any time between 1 January and the end of the day on 24 January.
|Your Contract is for either of the following:
one Product which is delivered in instalments on separate days.
multiple Products which are delivered on separate days.
|The end date is 14 days after the day on which you receive the last instalment of the Product or the last of the separate Products ordered.
Example: if we provide you with an Order Confirmation on 1 January and you receive the first instalment of your Product or the first of your separate Products on 10 January and the last instalment or last separate Product on 15 January you may cancel in respect of all instalments and any or all of the separate Products at any time between 1 January and the end of the day on 29 January.
|Your Contract is for the regular delivery of a Product over a set period.||The end date is 14 days after the day on which you receive the first delivery of the Products.
Example: if we provide you with an Order Confirmation on 1 January in respect of Products to be delivered at regular intervals over a year and you receive the first delivery of your Product on 10 January, you may cancel at any time between 1 January and the end of the day on 24 January. 24 January is the last day of the cancellation period in respect of all Products to arrive during the year.
13.3. If you wish to cancel the order, you just need to let us know that you have decided to cancel. The easiest way to do this is to complete the cancellation form on our website. A link to the website cancellation form will be included in our Order Confirmation. If you use this method we will e-mail you to confirm we have received your cancellation. You can also e-mail us at email@example.com or write to Ennis Grass Products Ltd, West Curragh, Naul, Co. Dublin K32 C802 before the cancellation deadline. If you are emailing us or writing to us please include details of your order to help us to identify it. You may wish to keep a copy of your cancellation notification for your own records. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you sent us the e-mail or posted the letter to us.
13.4. You will receive a full refund of the price you paid for the Products and any applicable delivery charges you paid for. We will process the refund due to you as soon as possible and, in any case, within 30 calendar days of the day on which you gave us notice of cancellation as described above. If you returned the Products to us because they were faulty or mis-described, please see clause below.
13.5. If you have returned the Product(s) to us under this clause because they are faulty or mis-described, we will refund the price of a defective Product in full, any applicable delivery charges, and any reasonable costs you incur in returning the item to us.
13.6. We refund you on the credit card or debit card used by you to pay.
13.7. If the Product(s) was delivered to you, you will be responsible for the return, including (unless the Product(s) was faulty or mis-described. See clause 13.5 above) any costs, of the Product(s) to us and you must return them as soon as reasonably practicable, but in any event not later than 14 days after the day on which you informed us of your wish to cancel the Contract.
13.8. You have a legal obligation to keep the Product(s) in your possession and to take reasonable care of the Product(s) while they are in your possession.
13.9. Details of your legal right to cancel and an explanation of how to exercise it are also provided in the Order Confirmation.
13.10. As a consumer, you will always have legal rights in relation to Product(s) that are faulty or not as described.
13.11. You may return most items in a new and unused condition and wherever possible in the original packaging.