Refund policy
Last Updated: 5 November 2026
At Celticook Modern Essentials Ltd, customer satisfaction is important to us. We want you to shop with confidence and enjoy your purchases. If you are not completely satisfied with your order, we are here to help.
This Return & Refund Policy applies to purchases made through our websites:
This policy covers customers in Ireland and the United Kingdom.
Nothing in this policy excludes, limits or replaces your statutory consumer rights under applicable Irish, UK or EU consumer protection legislation.
1. OUR 30-DAY RETURN POLICY
We offer a 30-day return policy from the date you receive your order.
Our return policy consists of two periods.
First 14 Days – Statutory Cancellation Rights
For most online purchases, you have a legal right to cancel your order within 14 days of receiving your goods without providing a reason.
Days 15–30 – Additional Voluntary Returns
Celticook provides an additional 16-day voluntary return service for eligible change-of-mind returns.
The conditions for these two periods are explained below.
2. CHANGE-OF-MIND RETURNS
A. Statutory Cancellation Period (First 14 Days)
Under applicable consumer protection legislation in Ireland and the UK, you generally have 14 days from receiving your goods to notify us that you wish to cancel your purchase.
You do not need to provide a reason.
Once you notify us of your cancellation, you have a further 14 days to return the goods.
You may open the packaging and handle the goods as reasonably necessary to establish their nature, characteristics and functioning.
You are responsible for the direct cost of returning the goods, provided we informed you of this before your purchase.
We will refund the original standard delivery charge, where required by law.
If goods have been handled beyond what is necessary for reasonable inspection, we may deduct an appropriate amount to reflect any resulting reduction in value, where permitted by law.
Simply opening the original packaging does not automatically invalidate your statutory cancellation rights.
B. Additional Voluntary Returns (Days 15–30)
As an additional benefit, Celticook offers customers the opportunity to return eligible products within 30 days of receiving their order.
For change-of-mind returns requested between days 15 and 30, the following conditions apply.
Products must be unused and in their original condition.
All original accessories, manuals, components and promotional gifts must be included.
Original packaging should be retained and returned wherever reasonably possible.
Customers must provide proof of purchase or their order number.
Customers are responsible for all return shipping costs.
Original delivery charges are not refundable under this additional voluntary service, except where required by law.
Products that have been used, damaged or returned with missing components may not qualify for this additional voluntary return service.
This additional 16-day service is separate from your statutory consumer rights.
3. FAULTY, DAMAGED OR INCORRECT ITEMS
We take product quality seriously and want every customer to receive their order in excellent condition.
If you receive a product that is faulty or defective, damaged during delivery, different from the product you ordered, or missing essential components or accessories, please contact our customer service team at care@celticook.ie.
To help us investigate the issue, please provide your order number, product name and serial number (SN), where applicable, a description of the problem, and photos or a short video showing the issue where appropriate.
Our team will review your case and explain the next steps.
Depending on the circumstances and applicable consumer protection legislation, you may be entitled to a full refund, repair, replacement product or price reduction.
The appropriate remedy will depend on your location, the nature of the issue and your statutory rights.
Important Information
Celticook will cover reasonable return or collection costs for faulty, damaged or incorrectly supplied products where required by law.
For large or heavy products, we will arrange an appropriate collection or return solution where necessary.
You are not required to contact the manufacturer directly to exercise your statutory rights against Celticook.
Manufacturer warranties are additional to your statutory consumer rights.
Faulty products are not subject to the unused-product conditions applicable to voluntary change-of-mind returns.
Customers in Ireland
Under the Consumer Rights Act 2022, consumers generally have a 30-day short-term right to terminate a contract and receive a refund if goods do not conform to the contract.
After this period, consumers may still be entitled to repair, replacement, price reduction or termination and a refund, depending on the circumstances and applicable legal requirements.
Customers in the United Kingdom
Under the Consumer Rights Act 2015, consumers generally have a 30-day short-term right to reject faulty goods and receive a refund.
After this period, consumers may be entitled to repair or replacement and, where the relevant legal conditions are met, a price reduction or final right to reject.
These rights apply in England, Wales, Scotland and Northern Ireland, subject to applicable legislation.
4. NON-RETURNABLE ITEMS
Certain products may be excluded from the statutory right to cancel a purchase for change of mind, where permitted by applicable law.
These may include personalised or custom-made products, sealed products that are not suitable for return for health or hygiene reasons where the seal has been broken after delivery, perishable goods, sealed audio or video recordings and computer software where the relevant statutory exception applies, and digital content supplied without a physical medium where the applicable statutory conditions have been met.
These exclusions do not affect your statutory rights if a product is faulty, damaged or not as described.
If you are unsure whether your product qualifies for a return, please contact our customer service team.
5. RETURN SHIPPING COSTS
Change-of-Mind Returns
For eligible change-of-mind returns, customers are responsible for arranging and paying the return shipping costs.
We recommend using a reliable tracked delivery service. Customers should retain proof of postage and tracking information.
For statutory cancellations, customers are responsible for the direct cost of returning goods only where this responsibility was clearly communicated before purchase.
For our additional voluntary return service (Days 15–30), customers are also responsible for return shipping costs.
Faulty, Damaged or Incorrect Products
If a product is confirmed to be faulty, damaged on arrival or incorrectly supplied due to an issue for which Celticook is responsible, Celticook will cover reasonable return shipping costs as required by applicable law.
We may provide a prepaid return label or arrange collection.
For large or heavy products, we will coordinate an appropriate collection arrangement.
Please contact us before arranging the return of large or heavy products so that we can provide suitable instructions.
6. HOW TO REQUEST A RETURN
We recommend contacting our customer service team before sending a product back so that we can provide the correct return instructions.
Step 1 – Contact Us
Email care@celticook.ie with your order number and the reason for your return.
For statutory cancellations, you only need to clearly notify us of your decision to cancel within the applicable 14-day period. You do not need to wait for our approval before exercising this right.
Step 2 – Provide Relevant Information
For faulty or damaged products, please include the product serial number where applicable, a description of the issue and supporting photos or videos where appropriate.
Step 3 – Receive Return Instructions
Our customer service team will provide the relevant return address and instructions based on your location and the nature of the return.
For voluntary returns during days 15–30, our team will confirm whether the product meets the additional voluntary return conditions.
Step 4 – Return Your Product
Please package the product securely and include all relevant accessories and components.
For customer-paid returns, we recommend using a tracked delivery service.
7. RETURN ADDRESSES
Please use the appropriate return location based on your delivery destination.
Ireland (ROI)
Celticook
Nesta Business Office
5 Burton Hall Rd, Sandyford
Dublin 18, D18 A094
Ireland
United Kingdom (UK)
Super Smart Service
378 Linnitt Way
Alfreton
DE55 2GJ
United Kingdom
Please contact us before sending your return to ensure that the correct return procedure and address are used.
8. REFUNDS
Once your returned product has been received, we will assess its condition and process the applicable refund.
All refunds will normally be issued to the original payment method used for the purchase.
Statutory Cancellation Refunds – Ireland
For statutory cancellations, refunds will generally be issued within 14 days of receiving your cancellation notification.
However, where permitted by law, we may withhold the refund until we receive the returned goods or receive evidence that the goods have been sent back, whichever occurs first.
Statutory Cancellation Refunds – United Kingdom
For statutory cancellations, refunds will be issued within 14 days of receiving the returned goods or receiving evidence that the goods have been sent back, whichever occurs first.
Original Delivery Costs
Where required by law, we will refund the cost of the least expensive standard delivery option offered at the time of purchase.
If you selected a more expensive delivery option, we are not required to refund the additional delivery cost.
For eligible voluntary returns during days 15–30, the original delivery charge is not refundable, except where required by law.
Voluntary Return Refunds
For eligible returns under our additional voluntary 16-day return service, refunds will normally be processed within 10 business days after we receive and inspect the returned goods.
The time taken for funds to appear in your account may depend on your bank or payment provider.
Deductions
Where permitted by applicable law, we may deduct an appropriate amount reflecting any reduction in the value of goods resulting from handling beyond what is necessary to inspect them.
We will not apply arbitrary restocking fees or deductions that are not permitted by applicable law.
9. EXCHANGES
If you would prefer an exchange rather than a refund, please contact our customer service team.
Exchanges are subject to product availability.
If the requested replacement is available, we will arrange the exchange where appropriate.
If the requested product is unavailable, we will discuss alternative options with you.
If the product is faulty or does not conform to the contract, your statutory remedies will apply regardless of stock availability or our voluntary exchange policy.
You are not required to accept store credit or an exchange instead of a refund where you are legally entitled to a refund.
10. ORDER CANCELLATIONS
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at care@celticook.ie.
We will make reasonable efforts to stop the shipment and arrange a refund if the order has not yet been dispatched.
If your order has already been dispatched, you may still exercise your statutory cancellation rights or use our voluntary return policy, where applicable.
11. YOUR STATUTORY CONSUMER RIGHTS
This policy does not affect your statutory rights under applicable consumer protection legislation.
For customers in Ireland, relevant legislation includes the Consumer Rights Act 2022 and applicable EU consumer protection legislation, including the Consumer Rights Directive.
For customers in the United Kingdom, relevant legislation includes the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and other applicable consumer protection legislation.
Your statutory rights regarding faulty, damaged, misdescribed or non-conforming products remain in force regardless of our voluntary return period or any manufacturer's warranty.
Where any provision of this policy conflicts with mandatory consumer protection legislation, the applicable statutory provisions will take precedence.
12. CONTACT US
If you have any questions about our Return & Refund Policy, please contact our customer service team.
Celticook Modern Essentials Ltd
Email: care@celticook.ie
Websites:
We appreciate your business and thank you for shopping with Celticook.
MODEL CANCELLATION FORM
(Complete and return this form only if you wish to cancel your contract.)
To: Celticook Modern Essentials Ltd
Email: care@celticook.ie
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Order number:
Product(s):
Date ordered:
Date received:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s):
(Only required if this form is submitted on paper.)
Date:
