Craftgifts.ie Returns, Cancellations and Exchanges
CraftGifts.ie is an online marketplace through which independent sellers offer products for sale. Unless otherwise stated on the product or order page, the seller identified in your order is the trader responsible for supplying the goods and dealing with cancellations, returns and statutory remedies. CraftGifts.ie may facilitate communications and return requests between customers and sellers.
1. Your Right to Cancel
We hope you are delighted with your purchase. However, where you purchase eligible goods online as a consumer, you generally have the right to change your mind and cancel the contract without giving a reason.
For most eligible goods purchased through CraftGifts.ie, the cancellation period expires 14 days after the day on which you, or a person nominated by you other than the carrier, receives the goods.
Where one order contains several goods delivered separately, the cancellation period will generally run from the day on which the last item is received.
After notifying the seller that you wish to cancel, you must return the goods without undue delay and no later than 14 days after giving that notification.
The statutory cancellation right does not apply to certain excluded products, including some personalised, custom-made, perishable and hygiene-sensitive goods.
2. How to Request a Cancellation or Return
You may submit a return request through your CraftGifts.ie account:
- Log in to the account used to place the order.
- Open Account > Orders.
- Select the relevant order.
- Choose Request a replacement or a refund, where available.
- Complete the request and follow the return instructions provided.
You may also exercise your cancellation right by sending the seller, or CraftGifts.ie for transmission to the seller, a clear statement explaining that you wish to cancel the contract. You do not have to use the online return-request system, provided your cancellation is communicated within the applicable cancellation period.
Please do not send goods back until you have received the appropriate return address and instructions.
Where a return arises solely because you have changed your mind, you will normally be responsible for the direct cost of returning the goods, provided you were informed of that responsibility before purchasing.
3. Condition of Returned Goods
You may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning, in much the same way as you could examine them in a physical shop.
You may be responsible for any reduction in value caused by handling the goods beyond what is reasonably necessary for that purpose.
Returned goods should therefore be kept in good condition and, where reasonably possible, returned with their original packaging, components and accessories. The absence of original packaging does not, by itself, remove a statutory cancellation right.
4. Refunds Following Cancellation
Where you validly exercise the statutory right to cancel, the seller must reimburse the payments due to you, including the cost of the least expensive standard delivery option offered when you placed the order.
Any additional amount paid because you selected a more expensive delivery method does not have to be refunded.
Reimbursement must be made without undue delay and normally no later than 14 days after the seller is informed of your decision to cancel.
Where goods must be returned, reimbursement may be withheld until the seller has received the goods back or you have provided evidence that they were returned, whichever occurs first.
Refunds will normally be issued using the same payment method used for the original transaction unless another method is expressly agreed. You should not incur a fee solely because the payment is being refunded.
5. Goods Excluded from the Change-of-Mind Cancellation Right
The statutory cooling-off right may not apply to certain products, including:
- Goods made to your individual specifications.
- Clearly personalised goods, including certain engraved, monogrammed or custom-designed products.
- Goods liable to deteriorate or expire rapidly, including certain foods, flowers and other perishable products.
- Sealed goods that are unsuitable for return for health-protection or hygiene reasons where the seal has been broken after delivery.
- Sealed audio recordings, video recordings or computer software where the seal has been broken after delivery.
- Certain newspapers, periodicals and magazines.
- Other goods or contracts excluded from the statutory cancellation right under applicable law.
6. Damaged, Faulty, Incorrect or Non-Conforming Goods
Please inspect your order as soon as reasonably possible after delivery. Contact the seller through CraftGifts.ie promptly if an item arrives damaged, is faulty, is incorrect or does not conform to its description or the contract.
Your rights in relation to non-conforming goods are separate from the 14-day change-of-mind cancellation right. Those rights are not lost merely because an issue was not reported within 24 hours.
Depending on the nature of the problem, when it becomes apparent and the applicable statutory requirements, remedies may include:
- A short-term right to terminate the contract and obtain a refund.
- Repair.
- Replacement.
- A proportionate reduction in price.
- A final right to terminate the contract and obtain a refund.
Repair or replacement must be provided free of charge, within a reasonable time and without significant inconvenience where the consumer is entitled to that remedy.
Where goods are faulty or non-conforming through no fault of the customer, the customer will not be required to bear costs that applicable consumer law places on the seller.
7. Exchanges
Exchanges for non-faulty goods are available only where the individual seller agrees to provide one or where an exchange policy is stated on the relevant product or seller page.
Where a discretionary exchange is agreed because the customer has changed their mind, the customer may be responsible for:
- The cost of returning the original item.
- The cost of delivering the replacement item.
- Any price difference between the original and replacement products.
This does not affect statutory rights relating to faulty, damaged, incorrect or otherwise non-conforming goods.
8. Need Help?
For assistance with a cancellation, return, refund or exchange, please contact the seller through your order or use the CraftGifts.ie Contact Us form.
