Refunds and returns

Last updated 24 September 2026.

This policy explains your cancellation and return options. It does not limit your rights under Irish consumer law.

Your right to cancel an online order

For goods covered by the statutory cooling-off right, you may tell us that you wish to cancel within 14 days after you receive the goods. You then have a further 14 days to return them. Email theteam@customersupport.care with your order number and a clear statement that you are cancelling. No special form is required.

We refund eligible payments, including the cost of our least expensive standard delivery option, using the original payment method. You pay the direct cost of returning the goods unless they are faulty, damaged, incorrect or we agree otherwise. We may reduce a refund if handling beyond what is needed to inspect the goods has reduced their value.

Track cut to your ordered length

Curtain track is sold by the metre and may be cut for the length you order. The statutory cancellation right does not apply to goods made to a consumer's specifications or clearly personalised. If this exception applies to your track order, we will make that clear before payment.

Where we agree to accept non-faulty cut-length track as a voluntary return, contact us within 15 days of purchase. It must be unused and in its original packaging with proof of purchase. Our source policy includes a €39 per-order packing and handling charge for such voluntary returns, and you pay tracked return postage to the return address we provide. This charge never applies to a statutory cancellation or to faulty, damaged or incorrect goods.

Faulty, damaged or incorrect goods

Goods must match their description, be fit for their normal purpose and be of the quality a consumer can reasonably expect. If an item is faulty, damaged in delivery, missing parts or not what you ordered, contact us promptly with your order number. We may ask for photographs so we can assess the issue.

Depending on the circumstances and the Consumer Rights Act 2022, you may be entitled to a repair or replacement, a price reduction, or a refund. We cover reasonable return costs for faulty, damaged or incorrect goods. No handling or cancellation fee applies.

Refund timing

For a statutory cancellation, we issue the refund without undue delay and no later than 14 days after receiving the returned goods or evidence that they were sent back, whichever is earlier. For other approved returns, we normally process the refund within 24 to 48 hours after the goods arrive. Your bank or payment provider may take additional time to display it.

Cancelling before dispatch

Contact us as soon as possible if you need to cancel. If the order has not entered cutting or dispatch, we will cancel and refund it. If made-to-order work has begun, tell us immediately so we can explain the status and any applicable rights before taking further action.

How to return an item

1. Email theteam@customersupport.care with your order number and the reason for the return.
2. Wait for the correct return address and packing instructions. Do not send returns to an office address shown on this website unless we confirm it.
3. Pack the item securely and keep proof of tracked postage.

For independent guidance, see the Competition and Consumer Protection Commission's online-shopping guidance.