Refunds & Returns

Last updated 22 October 2026. This policy sets out how returns work when you buy from us in Ireland.

15 days to change your mind

Tell us you want to cancel within 15 days after delivery. Our policy extends the usual 14-day statutory cancellation window by one day. Email theteam@customersupport.care with your order number and a clear statement that you want to cancel. You then have 14 days from telling us to send the goods back.

You pay return postage for a change of mind. There are no restocking, handling or pre-dispatch cancellation fees. Please pack goods securely and include proof of purchase; original packaging is helpful but is not a condition of your statutory cancellation rights. You may inspect goods as you would in a shop. We may deduct any loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning.

We refund the goods and the cost of our least expensive standard delivery option. Any extra paid for express delivery is not refundable on a change of mind. Refunds use the original payment method unless you expressly agree otherwise, without a refund fee. We refund within 14 days of being told about cancellation, but may wait until we receive the goods or proof you have sent them back, whichever comes first.

Sealed hygiene goods

Goods supplied sealed that are unsuitable for return for health or hygiene reasons cannot be returned for a change of mind once unsealed after delivery. This includes sealed diapers and personal toilet-care items such as bidets, sitz baths and toilet tissue aids. Unopened eligible goods can be returned under the policy above. This exception does not affect your rights if goods are faulty, damaged or not as described.

Nothing we sell is made to order

Everything we sell is a standard stock item. Nothing is cut, altered or built to your measurements, so there is no made-to-order exception. The sealed-hygiene exception above still applies where relevant.

We would still rather you ordered the right thing first time. If you are not sure whether a seat will fit the cubicle, how high a raised toilet seat sits, or which of two aids suits the room, email us at theteam@customersupport.care before you order and we will work it out with you.

Faulty, damaged or incorrect items

This part applies to everything we sell, and nothing above affects it.

Whatever the window above says, we stand behind what we sell: it should arrive undamaged, do the job it is sold for, and match its description. If your order arrives faulty, damaged or not as described, contact us and we will put it right at no cost to you. For a serious problem you can have a replacement or a refund; for a smaller one we will repair or replace the item. We cover the cost of shipping a faulty item back, and none of this limits any right you have under the Irish Consumer Rights Act 2022 and the EU Consumer Rights Directive.

Damaged in transit

If a parcel arrives damaged, email us with your order number and a photograph of the packaging and the item. We will arrange a replacement or a refund and we cover the return postage. Photographs help us take it up with the courier, so they speed things along, but they are not a condition of your rights.

Items missing or the wrong thing sent

Tell us and we will fix it. If the parcel never arrives, or arrives with parts missing, or contains something you did not order, that is on us to resolve and it costs you nothing.

How to return something

Email theteam@customersupport.care with your order number and reason for the return so we can identify it. Postal returns are accepted at Assisted Living Company Ireland, 36 Ormond Quay Upper, Dublin, D07 N5YH, Ireland. Include your order number inside the parcel. Contacting us helps route your return; it does not require permission to exercise a statutory cancellation right.

We aim to process refunds within 24–48 hours after receiving returned goods, subject to the cancellation refund deadline above. Your payment provider may take further working days to display the refund.

We cannot accept returns of items bought from a third party retailer rather than from this website.

Cancelling before dispatch

Any order can be cancelled free of charge before it is dispatched. Most orders are packed within 2 working days, so if you need to change or cancel a paid order, contact us as soon as you can, ideally within 12 hours, and we will tell you where yours has got to.

If something goes wrong

If you are unhappy with how we have handled a return, email caseresolution@customersupport.care with your order number and a person will look at it again from the start. Nothing on this page limits your rights under the Irish Consumer Rights Act 2022 and the EU Consumer Rights Directive.