Refund policy

Right to cancel and Returns

Under the consumer protection (distance selling) regulations, you have the right to cancel any item(s) ordered (with the exception of specially ordered items) within 7 working days from the day after you receive your goods.

Such cancellation must be given in writing by letter or by e-mail.

You have a statutory duty throughout the period of cancellation to retain possession of the goods and take reasonable care of them.

If you exercise your right to cancel, you must return the relevant item(s) in saleable condition with all original packaging within 14 days at your own cost. We will not accept returns for any non-faulty items or items that have been used.

Any monies paid, not including initial delivery costs for the order where applicable, will be processed within 48 hours of receipt. Please note that during holiday periods this may be longer. Each item returned is refunded separately and credited to your original method of payment.

We recommend that you obtain proof of delivery as we cannot issue a refund if we do not receive the item(s) that you are returning.

Refund of the Delivery Charge

If we have made a mistake on an item sent to you or it is faulty, damaged or unfit for purpose, we will refund the delivery charge you have paid to receive that item, unless it was sent to you with other items which you are not returning. We will also refund the cost of the postage incurred by you when returning such goods to us.

Statutory rights

Your statutory rights are not affected by our returns policy.

Exchanges and Refunds

We do not exchange goods and would ask that you return your item in accordance with our returns policy above and re-order the replacement on our website.
All items must be returned to us in accordance with our returns policy before a refund is issued. In the case of faulty items, we reserve our position until we have had an opportunity to examine the goods.

Procedure

To start a return, you can contact us at info@thegreyheron.ie. Please note that returns will need to be sent to the following address: The Grey Heron, 15 Bridge Street, Bandon, Co. Cork, P72 H966.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@thegreyheron.ie.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.