Returns, refunds and your right to cancel
Updated:
14 days to change your mind
When you buy at a distance you have 14 days to cancel without giving a reason. The period starts on the day you receive the goods. This right comes from the Consumer Rights Act 2022, which applies EU Directive 2011/83/EU in Irish law.
Before delivery there are two simpler options: cancel the order free of charge until dispatch, or refuse the parcel at the door without paying.
How to use your right to cancel
Tell us
Within the 14 days, write to the email address on the contact page. Say that you want to cancel and give the mobile number on the order, the date you received it and the product. A clear statement is enough; you do not need to give a reason.
Send the product back
Send the product within 14 days of your message to the address we give you in our reply. You pay the direct cost of sending it back, unless we agree otherwise.
Get your refund
We refund what you paid, including standard delivery, within 14 days of receiving your message. As you paid on delivery, the refund goes by bank transfer to the IBAN you give us. We may wait until the product is back or you show proof that you sent it.
When a pack cannot be returned
The right to cancel does not cover sealed goods that are not suitable for return for health or hygiene reasons once they have been unsealed after delivery. This exception comes from Article 16(e) of Directive 2011/83/EU and applies in Ireland. It covers a pack of capsules whose seal has been broken.
A pack with its seal intact can be returned within the 14 days.
Faulty goods or the wrong product
If the parcel arrives damaged or does not hold the product you confirmed on the call, the easiest step is to refuse it at the door. If you only notice the problem later, write to us straight away with a photo of the pack and the label.
Your right to cancel sits alongside your rights under the Consumer Rights Act 2022: goods must match their description, be of satisfactory quality and be fit for purpose. If they are not, you are entitled to a remedy, such as a replacement, a price reduction or a refund.