Returns, Refunds & Cancellations Policy

 

We want every customer to be satisfied with their purchase. If something goes wrong, we will do our best to resolve it fairly and in accordance with Irish consumer law.

This policy applies to purchases made directly from [Business Name].

1. Change-of-Mind Returns

We offer a voluntary 30-day return period from the date your product is delivered.

To qualify for a change-of-mind return:

• You must contact us within 30 days of receiving the product.

• The product must be returned in suitable condition.

• The product must not have significant damage caused by misuse, accidents or inappropriate handling.

• The product should be returned with its original components and accessories.

Once the returned product has been inspected and the return approved, we will arrange a refund to your original payment method.

This voluntary 30-day policy does not replace or restrict your statutory cancellation rights, including the applicable 14-day cooling-off period for online purchases.

2. Cancelling an Order Before Dispatch

If you purchase a Jockey Trainer and subsequently decide to cancel your order, you can request a cancellation at any point before the product is dispatched.

We will provide a full refund, even if manufacturing has already started or materials have already been prepared for your order.

Once an order has been dispatched, it can no longer be cancelled under this section. You may still be eligible for a return under our change-of-mind policy or your statutory consumer rights.

3. Custom-Made Products

Certain products, including custom-width anti-weave bars, may be manufactured to individual customer specifications.

Products genuinely made to a customer's specifications or clearly personalised may be exempt from the statutory 14-day cooling-off right.

Where a customer requests a return of a custom-made product, we will consider the circumstances individually.

Where a voluntary refund is offered for a custom-made product, we may discuss a reasonable deduction for materials or other costs that cannot be recovered. Any proposed deduction will be explained and agreed with the customer before the refund is processed.

This section does not affect your statutory rights if a product is faulty, damaged or does not conform to the contract.

4. Faulty, Damaged or Non-Conforming Products

If your product arrives damaged, develops a fault or does not perform as described, please contact us as soon as possible.

We will assess the issue and work with you to find an appropriate solution.

Depending on the circumstances and your statutory rights, this may include:

• Repairing the product.

• Providing a replacement.

• Offering a price reduction.

• Providing a full refund.

For faulty or non-conforming products, we will cover the reasonable costs of returning the product where required by law.

Under Irish consumer law, different remedies may apply depending on when the fault occurs and its seriousness. For example, consumers generally have a 30-day short-term right to terminate the contract for goods that do not conform to the contract.

We will deal with each issue in accordance with the applicable consumer protection legislation.

5. Unauthorised Dismantling, Modification and Repairs

The Jockey Trainer is designed and assembled to operate as a complete unit. Customers should not dismantle, modify, alter or attempt internal repairs to the product without first contacting us and receiving instructions.

If you experience an issue, please contact us before attempting any repair or disassembly.

We may ask you to remove a specific panel or component to allow us to inspect or diagnose an issue. Such inspections are permitted when carried out in accordance with our instructions.

Unauthorised dismantling, modifications or repair attempts may affect our ability to assess the cause of a fault. Where damage or a fault is caused by unauthorised interference, incorrect reassembly or modifications, this may affect the remedies available for that particular issue.

Nothing in this policy automatically removes or limits your statutory consumer rights simply because you have opened or inspected part of the product.

6. Damage Caused by Use or Misuse

Products should be used in accordance with the supplied instructions and intended purpose.

Damage resulting from misuse, accidental damage, improper handling, unauthorised modifications or failure to follow instructions may not be covered as a manufacturing fault.

If a product has sustained unusual damage beyond what would reasonably be expected from normal use, we will assess the circumstances individually.

Where appropriate, we may offer a repair, replacement or goodwill solution. Any such arrangement will be discussed with the customer before proceeding.

This does not affect your statutory rights where a fault is attributable to the product or its lack of conformity.

7. Return Transportation

For change-of-mind returns, the customer is generally responsible for arranging and paying the direct cost of returning the product, where permitted by law and where the applicable return costs have been disclosed.

As some of our products are large or difficult to transport, we understand that customers may not have access to a suitable vehicle.

If you are unable to arrange transportation yourself, please contact us. We will try to help organise a suitable collection where possible.

Any collection arrangements and associated costs will be discussed and agreed in advance.

Where a product is faulty or does not conform to the contract, we will cover the return costs where required by law.

8. Manufacturing and Delivery Times

Some of our products are manufactured to order.

For the Jockey Trainer, customers should allow:

• Manufacturing: Up to 4 weeks.

• Delivery: Typically an additional 1–2 weeks, depending on the delivery location and carrier.

These are estimated timeframes rather than guaranteed delivery dates.

We will keep customers informed of significant delays or changes to their expected delivery timeframe.

If we are unable to deliver within the agreed timeframe, we will work with the customer to resolve the situation in accordance with their statutory rights.

9. Refund Processing

Approved refunds will normally be issued to the original payment method.

Where statutory cancellation rights apply, refunds will be processed within the legally required timeframe.

For statutory distance-selling cancellations, refunds are generally due within 14 days of being informed of the cancellation, although we may withhold the refund until the goods have been returned or evidence of their return has been provided, where permitted by law.

For voluntary returns, refunds will be processed once the returned product has been received and inspected.

10. How to Request a Return or Report an Issue

To request a return, cancellation or report a fault, please contact us using the details below.

Business Name: [Business Name]

Email: [Your Business Email]

Business Address: [Your Business Address]

Please include:

• Your name.

• Your order number.

• The product purchased.

• A brief explanation of the issue or reason for the return.

Photographs or videos may also be requested to help us understand and assess the issue.

Please do not attempt to dismantle or repair a product before contacting us.

11. Your Statutory Consumer Rights

This policy is intended to explain our returns and refund procedures. It does not replace, exclude or restrict any rights you may have under Irish or applicable EU consumer protection legislation.

Where this policy provides less protection than the law requires, your statutory rights will take precedence.

Model Cancellation Form

(Complete and return this form only if you wish to withdraw from your contract where a statutory cancellation right applies.)

To: [Business Name]

Email: [Your Business Email]

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

• Product:

• Order number:

• Date ordered:

• Date received:

Customer name:

Customer address:

Date: