Last updated: 4 August 2026
Our goods come with guarantees that cannot be excluded under Irish and EU consumer law, including the Consumer Rights Act 2022. Goods must match their description, be fit for purpose and be of satisfactory quality. Nothing in this policy limits or excludes those non-excludable rights. The conditions below set out the process we apply to all returns; they do not reduce your statutory entitlements.
As a distance purchase, you have a statutory 14-day cooling-off period starting the day you receive your order. To use it, you must notify us in writing at support.handsolace@gmail.com within those 14 days, quoting your order number. Notices received after day 14 fall outside the cooling-off period and cannot be accepted as change-of-mind cancellations.
Once we confirm your cancellation and issue a return authorisation reference, the item must be shipped back to the return address we provide within 14 days of that notice. Returns must be sent using a tracked service; the return remains your responsibility, and at your risk, until it is received and checked by us.
You may examine the product as you would in a shop. You are liable for any diminished value resulting from handling beyond what is necessary to establish its nature, characteristics and functioning, and we may deduct that amount from your refund. To be refunded in full, an item must be returned:
Items that arrive incomplete, soiled, worn, or without their original packaging will be refunded at a reduced amount reflecting the loss in value, which in cases of significant deterioration may account for most of the item's value.
Certain goods are excluded from the right of withdrawal by law. This includes sealed goods that are not suitable for return for health protection or hygiene reasons where the seal has been broken after delivery, and goods that have been made to order or personalised at your request.
If your item arrives faulty, damaged in transit, or is not what you ordered, you must email support.handsolace@gmail.com within 48 hours of delivery for transit damage, and without undue delay after discovering any other fault. Your report must include:
We assess every report individually and may ask for further evidence or for the item to be returned for inspection before a remedy is confirmed. Where a fault is established, our first remedies are repair or replacement, provided within a reasonable time and without significant inconvenience to you. A refund or price reduction applies where repair and replacement are impossible, disproportionate, not completed in a reasonable time, or where the fault is serious. If inspection shows the product is working as described, or that the issue is caused by something listed under "What is not covered", the item is returned to you and no refund is issued.
All returns must be requested and approved by us in writing before the item is sent back, and the return authorisation reference must be visible on the outside of the parcel. Parcels sent without prior authorisation, to any address other than the one we provide, or with postage unpaid, cannot be accepted or processed and, where possible, will be refused or returned to sender at your cost. This does not affect your statutory rights, including your 14-day cancellation right, once exercised through the process above.
Unless the item is faulty, damaged on arrival or incorrectly supplied, you pay the cost of returning the item, including any duties or handling charges arising from the return. Where a return is caused by a fault on our side, we cover the reasonable, agreed cost of standard tracked return postage on production of a receipt.
Approved refunds are issued to the original payment method only. We process refunds within 14 days of accepting the cancellation, and we may withhold payment until the goods have been received and inspected, or until you supply proof that the goods have been dispatched back to us, whichever is earlier. Where a cancellation covers the whole order, we refund the standard delivery rate; any extra cost of an upgraded or express delivery service you selected is not refunded. Partial returns from multi-item orders do not qualify for a delivery refund, and any promotional discount or free item tied to the order value is deducted or must be returned. Your bank or card provider may take additional time to display the refund on your statement.
Orders are prepared for dispatch quickly and cannot be stopped once they have been packed or handed to the carrier. If your parcel is already in transit, please accept delivery and then use the cancellation process above; refusing or abandoning a parcel does not replace written notice and may delay processing.
If you are unhappy with the outcome of a return, please reply to your existing email thread so we can review the case. You may also contact the Competition and Consumer Protection Commission (CCPC) in Ireland, or use the European Commission's online dispute resolution platform.
All returns and support enquiries: support.handsolace@gmail.com
We reply to emails within 1-2 business days (Monday to Friday, Irish time). Return requests are only valid when submitted by email to this address.