LACEY’S RETURNS & REFUNDS POLICY
At Lacey’s Plumbing Heating Bathroom & Tile Supplies, we want our returns process to be clear and straightforward.
This policy applies to purchases made through our online store. Nothing in this policy affects your statutory consumer rights under Irish law.
ONLINE ORDERS – CHANGE OF MIND
If you purchase online as a consumer, you generally have the right to cancel your order within 14 days of receiving your goods, without giving a reason.
You must notify us within this 14-day period if you wish to cancel. Once you notify us, the goods must be returned within a further 14 days.
The customer is responsible for the cost of returning change-of-mind goods to Lacey’s, including any applicable postage, courier, pallet or collection costs.
Where Lacey’s arranges collection on your behalf, the collection charge will be advised to you.
Statutory cancellation rights are subject to the exceptions provided under Irish consumer law, including certain made-to-order, customised or personalised goods.
LACEY’S 30-DAY RETURNS POLICY
In addition to your statutory rights, Lacey’s may accept eligible non-faulty products for return up to 30 days from receipt.
Products must be unused, uninstalled and in a fully resalable condition.
The customer is responsible for the cost of returning the goods to Lacey’s.
Non-faulty goods will not normally be accepted for return after 30 days.
There is no restocking charge.
This additional returns policy does not affect your statutory consumer rights.
OPENED, USED OR INSTALLED PRODUCTS
Please check all products carefully before opening packaging and before installation.
Products that have been used, fitted, installed, altered or damaged after delivery cannot normally be accepted as a change-of-mind return.
Where packaging has been opened, the product should be handled only as reasonably necessary to inspect it.
Where handling goes beyond what is reasonably necessary and results in a reduction in the value of the product, this may be reflected in the refund where permitted by law.
This does not affect your statutory rights where goods are faulty, damaged, incorrect or not as described.
DAMAGED, FAULTY OR INCORRECT GOODS
Please inspect all goods carefully as soon as possible after delivery and before installation or use.
We ask that any visible damage, shortages, incorrect items or faults apparent on delivery are reported within 48 hours of receipt. This allows us to investigate and report the issue promptly to our suppliers or delivery partners.
All damaged, faulty or incorrect goods should be reported directly to:
Please include:
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Name
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Web order number
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Details of the affected product
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Description of the problem
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Clear photographs of the product
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Photographs of the packaging where relevant
Please retain the product and all packaging while the issue is being reviewed.
Do not install or use a product that is visibly damaged, incorrect or appears faulty.
If a fault becomes apparent after the 48-hour period, please contact us as soon as reasonably possible.
The 48-hour reporting request does not limit or affect your statutory consumer rights.
FAULTS THAT DEVELOP AFTER DELIVERY
The 48-hour request relates to visible damage, shortages, incorrect goods and faults apparent when the goods are received.
If a fault develops or becomes apparent later, please contact Lacey’s.
Your statutory rights in relation to faulty goods continue in accordance with Irish consumer law and are separate from our change-of-mind returns policy.
SPECIAL ORDERS & MADE-TO-ORDER PRODUCTS
Please check all measurements, colours, finishes and specifications carefully before placing an order for a specially ordered, customised or made-to-order product.
The statutory right to cancel does not apply to certain qualifying goods made to the customer’s specifications or clearly personalised.
Where applicable, customers will be made aware that an item is a special or made-to-order product.
This does not affect your statutory rights if the goods supplied are faulty, damaged or not as described.
TILES
Please check all tiles carefully before installation.
Tiles should be checked for product and size, quantity, shade and colour, batch/calibre and any visible damage or defects.
Natural variations in shade, pattern and appearance may occur and can form part of the intended design of the tile.
We strongly recommend ordering enough tiles to complete your project, including an appropriate allowance for cuts and wastage, as we cannot guarantee that additional tiles purchased at a later date will be from the same batch.
Tile returns under our additional returns policy must be in full, unopened boxes, unused and in resalable condition.
Returned tiles may need to correspond with current stock/batch requirements before a return can be accepted.
Tiles should always be inspected before they are fitted.
This does not affect your statutory rights in relation to faulty or non-conforming goods.
PRODUCT MEASUREMENTS & SUITABILITY
Lacey’s supplies products but does not take responsibility for site measurements unless expressly agreed otherwise as part of a separate service.
Customers should ensure that measurements, quantities, connections, specifications and product suitability are checked by their installer or suitably qualified professional before ordering and installation.
Our staff are happy to provide product information and guidance, but the installer or contractor should confirm that products are suitable for the intended installation.
RETURNS & COLLECTION COSTS
For non-faulty/change-of-mind returns, the customer is responsible for getting the goods back to Lacey’s.
This includes any postage, courier charges, pallet transport or collection/delivery charges.
Where Lacey’s agrees to arrange collection, the applicable charge will be advised beforehand.
Different rules apply where goods are being returned because they are faulty, damaged, incorrect or not as described.
REFUNDS
Once returned goods have been received and checked, an applicable refund will be processed in accordance with this policy and the customer’s statutory rights.
For a valid statutory cancellation of an entire online order, the refund will include the applicable standard outbound delivery charge as required by law.
If the customer selected a more expensive delivery method than our standard delivery service, the additional delivery cost does not have to be refunded.
Refunds will normally be made using the original method of payment unless otherwise agreed.
We may withhold a statutory cancellation refund until we have received the goods back or the customer provides evidence that they have returned them, as permitted by law.
PROOF OF PURCHASE
Please provide your web order number or other proof of purchase when requesting a return, refund or reporting a problem.
TRADE & BUSINESS PURCHASES
Statutory consumer cancellation rights do not necessarily apply where products are purchased wholly or mainly for business or trade purposes.
Trade and business returns may therefore be subject to separate Lacey’s trade terms and return arrangements.
IMPORTANT – CHECK BEFORE INSTALLATION
Customers and installers are responsible for checking products before installation.
If a product is visibly damaged, incorrect, the wrong size or specification, missing components or showing an apparent fault, please stop and contact Lacey’s before installation.
Installing or using a visibly incorrect or damaged product may affect our ability to accept it as a change-of-mind return.
This does not affect statutory rights relating to faulty or non-conforming goods.
YOUR STATUTORY RIGHTS
Nothing in this Returns & Refunds Policy is intended to exclude, restrict or reduce your statutory consumer rights under Irish law.
Where there is any conflict between this policy and mandatory statutory consumer rights, your statutory rights will apply.
ONLINE ORDER CANCELLATION FORM
I would also like a simple online cancellation form added to the Returns & Refunds page with the following:
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Web Order Number
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Customer Name
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Email Address
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Telephone Number
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Order Date
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Date Goods Received
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Product(s) Being Returned
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Reason for Return (optional)
SUBMIT CANCELLATION REQUEST
The form should record the date and time the request is submitted.
For change-of-mind returns, the customer is responsible for the cost of returning the goods to Lacey’s.
Damaged, faulty or incorrect goods should not be submitted through this form. These should be emailed directly to jean@laceys.ie with the web order number, details of the issue and photographs where applicable.