Refund policy
Celtic Heritage Gifts Returns & Refund Policy
At Celtic Heritage Gifts, we want every customer to be happy with their purchase. This policy explains how returns, exchanges and refunds are handled. Nothing in this policy affects your statutory rights under Irish or EU consumer law.
Requesting a Return
Before returning any item, customers must email:
Please include:
- Your order number
- Proof of purchase
- The item or items you wish to return
- The reason for the return
- Photographs where the item is faulty, damaged or incorrect
We will review the request and, where a return is accepted, provide written authorisation, the correct return address and return instructions.
Returns must not be sent without prior written authorisation from Celtic Heritage Gifts. Unauthorised returns may be refused, will not be processed and may be returned to the sender. Celtic Heritage Gifts will not be responsible for any postage, customs, storage or handling charges associated with an unauthorised return.
This requirement does not restrict a customer’s statutory right to notify us of the cancellation of an eligible EU online order.
Change-of-Mind Returns for EU Online Orders
Eligible consumers within the European Union normally have the right to cancel an online order within 14 days of receiving the goods, without giving a reason.
You must notify us of your decision to cancel within this 14-day period. You then have a further 14 days in which to return the goods.
Returned items must be:
- Unused and unworn
- In their original condition
- Complete, with all parts and accessories
- Returned with their original packaging, inserts and tags, where applicable
- Securely packaged to prevent damage during transit
You may inspect an item in the same way that you reasonably could in a shop. You are responsible for any reduction in value caused by handling beyond what is necessary to establish the product’s nature, characteristics and operation.
International Change-of-Mind Returns
For the purposes of this policy, an international order is an order delivered to a destination outside the European Union.
Celtic Heritage Gifts does not accept change-of-mind returns, refunds or exchanges for international orders.
In exceptional circumstances, Celtic Heritage Gifts may agree to accept an international return at its sole discretion. The customer must receive written authorisation from Celtic Heritage Gifts before sending the item back. Agreement to consider or accept one international return does not create an obligation to accept any other return.
International goods returned without prior written authorisation will not be processed or refunded and may be refused or returned to the sender.
This policy does not exclude any mandatory rights the customer may have under the consumer law applicable to their order. It also does not apply where an item is faulty, damaged upon delivery or supplied incorrectly.
Return Postage
Customers are responsible for the direct cost of returning change-of-mind items.
We strongly recommend using a tracked and adequately insured postal service. Celtic Heritage Gifts cannot accept responsibility for returns lost or damaged in transit when the customer arranged the return.
Original Delivery Charges
For an eligible cancellation made within the statutory 14-day cancellation period, we will refund the standard outbound delivery charge paid with the order, where required by law.
If you selected a premium or expedited delivery service, we are not required to refund the additional cost above our least expensive standard delivery option.
No outbound delivery deduction will be made from a statutory refund solely because the original order qualified for free delivery.
For discretionary returns accepted outside the statutory cancellation period, original delivery costs and the delivery cost covered by Celtic Heritage Gifts may be deducted from the refund. Any such deduction will be explained before the return is accepted.
Condition of Returned Goods and Diminished Value
All returned goods will be inspected.
Where an item has been handled beyond what is reasonably necessary, we may reduce the refund to reflect the resulting reduction in value. This may apply where an item:
- Has been used or worn
- Has been marked, scratched or damaged after delivery
- Is incomplete or missing parts or accessories
- Has missing or materially damaged retail packaging
- Cannot be resold as new because of the customer’s handling
- Has been damaged through inadequate return packaging
Any deduction will reflect the actual reduction in the item’s value and will not be imposed automatically.
For discretionary returns accepted outside your statutory rights, a restocking and handling charge of up to 25% of the item’s purchase price may apply. We will tell you about this charge before approving a discretionary return.
Drinkware
For health and hygiene reasons, water bottles and travel mugs cannot be returned for a change of mind once they have been opened.
Where drinkware is supplied with a hygiene or protective seal, the right to cancel may not apply once that seal has been broken after delivery, where the product is no longer suitable for return for genuine health or hygiene reasons.
Unused drinkware with any hygiene seal intact may be returned where the customer has a statutory right to cancel.
This exclusion does not apply where the item is faulty, damaged or incorrect.
Non-returnable Items
The statutory right to cancel may not apply to:
- Personalised, customised or made-to-order goods
- Sealed goods that are not suitable for return for genuine health or hygiene reasons once unsealed
- Items that have been inseparably mixed with other goods after delivery
- Other goods legally exempt from the right to cancel
Faulty goods remain covered by applicable consumer protection law.
Approved International Returns, Shipping, Duties and Taxes
International orders are shipped on a Delivered Duty Paid (DDP) basis. This means Celtic Heritage Gifts pays the applicable international delivery costs, import duties, taxes, customs-clearance charges and other fees associated with delivering the order.
Where Celtic Heritage Gifts provides written approval for an exceptional international return:
- The customer is responsible for the cost of returning the goods.
- The original international shipping cost paid by Celtic Heritage Gifts will be deducted from the refund.
- Import duties, taxes, customs-clearance fees, brokerage charges and other delivery-related costs paid by Celtic Heritage Gifts will be deducted from the refund.
- These deductions apply whether delivery was charged separately or offered free of charge.
- Customs, handling, storage or carrier charges incurred when receiving the return will also be deducted.
- A restocking and handling fee of up to 25% may apply.
- Only the remaining eligible balance will be returned to the original payment method.
Deductions will be based on the costs incurred by Celtic Heritage Gifts in fulfilling and receiving the international order, subject to any mandatory consumer rights applicable to the transaction.
International returns must be clearly and accurately declared as “Returned Goods” and include the original order number and any information supplied in our return instructions.
Celtic Heritage Gifts will not accept responsibility for charges, delays, loss, destruction or return-to-sender costs caused by incorrect or incomplete customs documentation. Any such costs charged to Celtic Heritage Gifts may be deducted from the refund.
This section does not apply to orders returned from within the European Union where customs duties do not arise.
Exchanges
Exchanges may be offered for eligible EU orders, subject to stock availability.
For a change-of-mind exchange, the customer is responsible for:
- Returning the original item
- The cost of return postage
- The delivery cost for the replacement item
Please email orders@celticheritagegifts.ie with your order number and details of the replacement item required before returning anything.
Change-of-mind exchanges are not available for international orders outside the EU except where Celtic Heritage Gifts provides prior written agreement in exceptional circumstances.
These restrictions do not apply where an appropriate remedy is required because an item is faulty, damaged upon delivery or supplied incorrectly.
Faulty, Damaged or Incorrect Items
If you receive an item that is faulty, damaged or different from what you ordered, please contact us as soon as possible at:
Include your order number, a description of the issue and clear photographs where possible.
Please retain the item and its packaging until we provide instructions. Faulty, damaged and incorrect goods will be handled in accordance with Irish and EU consumer protection law.
Refund Processing
Approved refunds will be returned to the original payment method.
For eligible EU statutory cancellations, refunds will be processed within 14 days of receiving the cancellation notice. We may withhold the refund until we have received the returned goods or the customer provides evidence that they have been sent back, whichever occurs first.
No refund will be issued for an unauthorised international return.
Where Celtic Heritage Gifts has agreed in writing to accept an exceptional international return, any approved refund will be processed after:
- The returned goods have been received and inspected;
- Their eligibility and condition have been confirmed; and
- Applicable shipping costs, duties, taxes, customs charges, handling fees and any agreed restocking charge have been deducted.
Your bank or payment provider may require additional time to display the refund in your account.
Where This Returns Policy Applies
This policy applies only to products purchased directly from:
- www.celticheritagegifts.ie
- The official Celtic Heritage Gifts TikTok Shop
Products purchased from one of our independent stockists, suppliers, retail partners or another third-party seller must be returned directly to the business from which they were purchased. Celtic Heritage Gifts cannot process returns, exchanges or refunds for purchases made through another retailer. The relevant seller’s returns policy and the customer’s applicable statutory rights will apply.
Celtic Heritage Gifts may occasionally sell products directly at exhibitions, markets, trade shows or other events. The statutory 14-day cancellation period does not normally apply to change-of-mind purchases made in person. Any return or exchange offered for an event purchase will be at the discretion of Celtic Heritage Gifts, subject to proof of purchase and the condition of the item.
Wholesale and other business-to-business purchases are governed by our applicable wholesale terms and are not covered by consumer cancellation rights or this consumer returns policy.
Nothing in this policy limits or replaces customers’ statutory rights.