Return & Refund Policy
Return & Refund Policy
Is it possible to return my order?
Yes. If you are not satisfied with the items you ordered, you may return them within 30 days of receipt in accordance with Irish and EU consumer rights. We do not offer free returns. All costs associated with returning items are the responsibility of the customer.
To qualify for a return, the following conditions must be met:
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The return must include all necessary parts, components, and packaging, exactly as the product was received.
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The product must be in its original condition; damage due to careless handling is excluded.
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Products where hygiene is important (e.g., worn clothing, personal care items) must be thoroughly cleaned before being returned.
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Shipping costs for the return are borne by the customer.
A return will be processed within 7 working days after receipt and inspection of the item. If the conditions are met, the return will be officially acknowledged within this period.
We reserve the right to refuse returned items if we suspect they have been used, damaged, or altered beyond our control.
How can I return my order?
If your order meets the above conditions, please follow these steps:
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Send an email to: contact@heritagebywaterford.com
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Include the following details in your email:
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Order number
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Reason for the return request
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Photo(s) of the product (in case of damage)
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First name + last name
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Customer address
Once received, we will contact you with the correct return address. Please do not send the item to the sender address on the package, as this may delay your return.
Important: The customer is responsible for the shipping costs of the return.
Cancellation Policy
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Immediate cancellation: You may cancel your order within 2 hours of placing it by contacting our customer service team.
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After 2 hours, cancellation is no longer possible, as the order will already be in processing.
If the goods are already on their way to you, cancellation cannot be made. In that case, you must wait to receive the goods and then return them under the conditions above.
Right of Withdrawal
Consumers have a legal 14-day right of withdrawal, beginning on the day you or a third party (other than the carrier) receives the goods.
To exercise your right of withdrawal:
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You must inform us (Heritage By Waterford) of your decision by means of a clear statement in writing (e.g., email).
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The withdrawal is effective when we have received the returned goods.
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The cost of returning the goods is borne by the buyer.
Because we operate with a partially automated fulfillment system, once an order has been processed, we cannot interrupt the shipping process until delivery is completed.
Damaged or Faulty Items
If you receive damaged or faulty items:
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Contact our customer service team immediately at contact@heritagebywaterford.com.
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Include photos as proof and describe the issue clearly.
If we determine the fault lies with us, we will send replacement items free of charge.
Consequences of Withdrawal
If you withdraw from this contract:
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We will reimburse all payments received from you, excluding delivery costs (except supplementary costs if you chose a delivery method other than the least expensive standard delivery).
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Reimbursement will be made within 14 days from the day we are informed of your decision and after the goods are received back.
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We will use the same payment method you used for the original transaction, unless explicitly agreed otherwise. No fees will be charged for the repayment.
Return Address
All returns are sent to our central warehouse(s) in Asia or America, depending on your order. The specific return address will be provided to you once your request is approved.
Please note: Returns sent without prior approval may be rejected or delayed.
📧 For any questions, contact us at:
contact@heritagebywaterford.com