Refunds & Returns

Last updated 25 September 2026. This page describes how this shop works in plain English. It is not legal advice, and nothing on it reduces your legal rights.

If you are not happy with your order, we are here to help. This page explains your rights as a consumer in Ireland and our own returns policy.

Customer support

You can email customer support at any time at theteam@customersupport.care. We do our best to reply within 24 hours.

Cancelling before your order is sent

You can cancel any order free of charge until it is dispatched. Most orders are sent within 24 hours, so if you need to change or cancel an order you have paid for, please contact us within 12 hours. Once packing and shipping have started, we may not be able to stop the parcel. You can still cancel after it arrives, as explained below.

15 days from delivery to change your mind

Irish law gives you 14 days from the day your order is delivered to cancel an online purchase, without giving a reason. That right comes from the Consumer Rights Act 2022, which gives effect in Ireland to the EU Consumer Rights Directive. Our own policy gives you 15 days from delivery, one day more than the law requires, on the same terms. If your order arrives in more than one parcel, the days run from the day the last parcel arrives.

Nothing we sell is made or altered to order, so this applies to every product in the range.

How to cancel and send goods back

Tell us within 15 days of delivery. Email theteam@customersupport.care with your order number and the items you are sending back. You do not have to give a reason, and you can use the cancellation form at the bottom of this page if you find it helpful.
Send the goods back within 14 days of telling us. We will reply with the return address, which is the warehouse your parcel was sent from. Please do not send items to our administration office, which is not a returns depot.
Keep your receipt, order confirmation or other proof that you bought from this website. We cannot accept returns of goods bought from other retailers. Please return those to the retailer you bought from.

Please send the goods back in their original packaging if you still have it, packed so they arrive undamaged. You are free to open and check the goods, as you would in a shop. If they have been used or handled more than that, we can reduce the refund by the loss in value.

You pay the cost of sending the goods back when you change your mind. A tracked service protects you if a parcel goes missing on the way back to us.

Your refund

Your refund covers the price you paid for the goods and the standard delivery charge on your order. If you chose Express Delivery when free standard delivery was available, the extra €25.00 for Express is not refunded. Nothing is charged for handling, restocking or cancelling.

We aim to process your refund within 24 to 48 hours of receiving the goods back, and it is always paid within 14 days of the day you told us you were cancelling. We can wait until the goods reach us, or until you show us proof that you have sent them, whichever comes first.

Refunds go back to the payment method you used, such as your card or PayPal account. If you prefer, we can hold the amount as credit for a future order instead. Your bank or PayPal may take a few extra working days to show the refund.

Faulty, damaged or not as described

This applies to everything we sell, separately from the 15 days above, and nothing on this page limits it. Under the Consumer Rights Act 2022, the goods we sell you must match their description, be fit for their purpose and be of the quality you can reasonably expect.

Within 30 days of delivery, you can reject faulty goods and get a full refund.
After that, you can ask for a repair or a replacement.
If a repair or replacement does not fix the problem, you can ask for a price reduction or a refund.
We pay the return postage for faulty, damaged or incorrect items.

Damaged items

If an item arrives damaged or with parts missing, please tell us as soon as you can, with your order number and a photograph of the packaging and the item if you can take one. Photographs help us take it up with the courier. They are not a condition of your rights. Our customer service team will sort it out quickly, at no cost to you.

Wrong item sent

If you receive something different from what you ordered, please tell us as soon as you can. Our team will arrange the right item, or a refund, and we cover the return postage.

Order not received

If your order does not arrive, please tell us as soon as you can and we will look into it. If an item has been lost in transit, we refund the full cost of the item, including delivery.

Cancellation form

You can copy this form into an email if you find it useful. Any clear statement that you are cancelling works just as well.

To: Toilet Seat Company Ireland (Caruso Consulting Co Ltd), Iveagh Court, Block D, Harcourt Rd, Dublin D02, Ireland, theteam@customersupport.care
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: [list the items]
Ordered on [date] / received on [date]
Order number: [number]
Name: [your name]
Address: [your address]
Date: [date]

Start a return or get help

Email theteam@customersupport.care or use our contact form with your name, the product, your order number and a short message about what you would like to do. If you have a case that needs more attention, email caseresolution@customersupport.care. Our complaints handling policy explains what happens next. The Competition and Consumer Protection Commission gives free information about your consumer rights at ccpc.ie.