Return Policy

Last Updated: November 14, 2024

At +353 1 453-5984, we are committed to customer satisfaction. If you are not satisfied with our products or services, we are happy to help with refunds or exchanges. This Return Policy describes the conditions and procedures for return requests in accordance with EU Consumer Rights Directive and Ireland Consumer Code.

1. Your Consumer Rights

Under EU and Ireland consumer protection laws, you have guaranteed rights including the right to withdraw from distance contracts within 14 days and the right to conforming products with a 2-year legal warranty.

To receive a refund or return, you must meet the following conditions:

  • Request the return within the applicable period (14 days for withdrawal right, 2 years for warranty claims).
  • Provide proof of purchase such as a receipt or order confirmation.
  • For withdrawal requests, the product must be in its original condition (normal inspection allowed).
  • For warranty claims, provide evidence of the defect or non-conformity.

2. Return Process

To request a return:

  1. Contact our customer service team via email or phone within the applicable timeframe.
  2. Provide your order details and clearly state the reason for the return request.
  3. Submit the required documentation such as receipts, photos, or other evidence.
  4. Follow our instructions for returning the product (if applicable).

Our team will review your request and inform you of the outcome within 7 business days. For approved returns, refunds will be processed within 14 days.

3. Types of Returns

Withdrawal Right (14 days)

  • Available for distance and off-premises purchases without giving any reason.
  • Must be exercised within 14 days of receiving the goods or concluding the service contract.
  • Customer bears the cost of returning goods unless we agree otherwise.

Warranty Claims (2 years)

  • For defective or non-conforming products.
  • We will repair, replace, or provide a refund as appropriate.
  • We cover return shipping costs for warranty claims.

4. Exceptions to Withdrawal Right

The 14-day withdrawal right does not apply to:

  • Digital products that have been downloaded or accessed with your consent.
  • Personalised or custom-made items.
  • Hygiene-sensitive items that have been unsealed.
  • Services that have been fully performed with your consent before the withdrawal period expires.
  • Perishable goods or items with a short shelf life.

Note: Warranty rights still apply to these items if they are defective.

5. Refund Method and Timeline

Upon approval of your return request:

  • Refunds will be processed to your original payment method.
  • We will issue the refund within 14 days of approving your request (for withdrawal) or receiving returned goods.
  • Bank processing times may vary and are outside our control.
  • Original shipping costs are refunded for warranty claims but not for withdrawal requests (unless the standard delivery was chosen).

6. Exchange Policy

If you wish to exchange a product:

  1. Contact our support team with your order details and exchange request.
  2. Specify the reason for the exchange and the desired replacement.
  3. Our team will guide you through the exchange process and inform you of any price differences.
  4. Exchanges are subject to product availability and applicable return conditions.

7. Shipping and Handling

Withdrawal Returns: You bear the direct cost of returning goods unless we caused the problem.
Warranty Returns: We will provide a prepaid return label or reimburse reasonable return costs.
Damaged in Transit: We cover all costs for items damaged during delivery to you.

8. Contact

For questions or assistance with returns and exchanges, contact us:

  • Email: info@kilmainhammuseum.ie
  • Phone: +353 1 453-5984
  • Address: Inchicore Road, Kilmainham Dublin D08 RK28, Ireland
Important Note: This Return Policy complies with EU Consumer Rights Directive and Ireland Consumer Code. Your statutory consumer rights cannot be excluded or limited. For unresolved disputes, you may contact Ireland consumer protection authorities or use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr.