Return and Refund Policy

Last Updated: November 14, 2024

At Kilmainham Gaol Museum, your satisfaction is our top priority. This policy describes the terms for refunds, returns, and exchanges of products and services we offer in accordance with EU Consumer Rights Directive 2011/83/EU and Ireland Consumer Code (Legislative Decree 206/2005).

1. Your Consumer Rights

Under EU and Ireland consumer protection laws, you have guaranteed rights when purchasing goods and services. These include the right to conforming products, warranty protection, and the right of withdrawal for distance and off-premises contracts.

2. Right of Withdrawal (14-Day Cooling-off Period)

For online and distance purchases, you have the right to withdraw from the contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day you (or a third party indicated by you) acquired physical possession of the goods.

How to Exercise Your Right of Withdrawal:

  • Send us a clear statement of your decision to withdraw by email or post.
  • You may use the withdrawal form below, but it is not obligatory.
  • Return the goods without undue delay and in any event not later than 14 days from the day you communicated your withdrawal.

3. Requirements for Returns

  • Goods must be returned in their original condition and packaging where possible.
  • You are responsible for the cost of returning the goods unless we agree to bear this cost.
  • You may examine the goods in the same manner as you would in a physical shop.
  • You are liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

4. Exceptions to Right of Withdrawal

The right of withdrawal does not apply to:

  • Digital content which is not supplied on a tangible medium if performance began with your consent and acknowledgment that you lose your right of withdrawal.
  • Goods made to customer specifications or personalised items.
  • Sealed goods which are not suitable for return due to health protection or hygiene reasons and which were unsealed after delivery.
  • Goods which are liable to deteriorate or expire rapidly.
  • Audio or video recordings or computer software which were unsealed by you after delivery.
  • Services fully performed before the end of the withdrawal period with your consent and acknowledgment.

5. Refund Timeline

We will reimburse all payments received from you, including delivery costs (except additional costs resulting from your choice of delivery other than the least expensive standard delivery), without undue delay and in any event not later than 14 days from the day we receive the returned goods or you provide evidence of having sent the goods back.

6. Request Procedure

To submit a return request, contact us at info@kilmainhammuseum.ie and provide:

  • Your full name and contact details.
  • Order number or proof of purchase.
  • A clear description of the reason for return.
  • Evidence (e.g., photos for defective or damaged products).

7. Shipping Costs

For withdrawal within the 14-day period, you bear the direct cost of returning the goods unless we caused the problem or agreed to cover return costs. We will refund the original shipping costs for defective or incorrectly delivered products.

8. Defective or Non-Conforming Products

If you receive a defective or non-conforming product, you are entitled to:

  • Free repair or replacement within a reasonable time and without significant inconvenience.
  • A price reduction or contract termination if repair/replacement is impossible or disproportionate.
  • Legal warranty coverage for 2 years from delivery for goods.

9. Withdrawal Form

Model Withdrawal Form

(Complete and return this form only if you wish to withdraw from the contract)


To: Kilmainham Gaol Museum, info@kilmainhammuseum.ie


I hereby give notice that I withdraw from my contract of sale for the following goods:

Ordered on: _______________

Received on: _______________

Name of consumer: _______________

Address of consumer: _______________

Signature of consumer: _______________

Date: _______________

10. Changes to This Policy

We reserve the right to update this policy. Changes will be published on this page with an updated "Last Updated" date. Your statutory consumer rights cannot be excluded or limited by any policy terms.

11. Contact

For questions or concerns about this policy, you can contact us:

  • Email: info@kilmainhammuseum.ie
  • Phone: +353 1 453-5984
  • Address: Inchicore Road, Kilmainham Dublin D08 RK28, Ireland
Important Note: This policy operates in accordance with EU Consumer Rights Directive and Ireland Consumer Code. If you have a dispute that cannot be resolved, you may contact the relevant Ireland consumer protection authorities or use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr.