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9.1 Returns for Products ordered online or by phone

We want you to be happy with your Products from us and if for any reason you are dissatisfied with your purchase, please note below information about our returns and after sales service.

If you have bought your Product online or by phone and would like to return it because you have changed your mind, we are happy to exchange or refund your item if it is within 14 calendar days from the day of delivery.

• Following The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations, we will accept items back even if you have opened the Products to inspect them.

• You must notify us of your wish to cancel within the above time frames and you have proof of purchase (receipt or delivery note).

• The Products must be in ‘as new’ condition and returned in the original, undamaged packaging along with any accessories and free gifts received with them.

• You can examine the Products as you would in a shop but, to obtain a full refund, you must not start using them, install them or input any data/software. Whilst the Products are in your possession you must take reasonable care of them.

Please note, this right to change your mind shall not extend to Products which are sealed for health protection or hygiene purposes such as headphones or wireless ear buds or Products which have been made to your specification and personalised as directed by you.

Special Orders are orders for Products which are not core stock items, which are ordered specifically at your request from our manufacturers. Generally Special Orders are non-returnable, however in some cases manufacturers may accept a return on a Special Order. Accepted returns will incur a re-stocking charge ranging from 15%-50% of the cost of the Special Order, subject to the manufacturers terms. If you have any questions regarding the opportunity to return a Special Order please contact us prior to purchase for any clarification.  

9.2 Changing your mind in respect of Products purchased in store

Changing your mind before you receive the Products purchased in store

Should you change your mind about the Products you have purchased in store, you can cancel your order up to 30 days after you have placed same so long as it has not been dispatched to your delivery address within such 30 day period. Please notify us of your desire to cancel your order by emailing [email protected]. Thereafter we shall arrange your refund.

Changing your mind after you receive your Products purchased in store

In the event that you have received your Products purchased in store and you change your mind, you can return the Products to us within 30 days of receipt of them so long as they meet the conditions set out at clause 9.3. If the Products are not returned within this time period, you cannot avail of a refund.

The right to return any in store purchases within 30 days of receipt will not extend to any Products which are “On sale”, “Special Offer”, “Discounted” or “Display” (please note display models may have minor imperfections).

Please note, this right to return shall not extend to Products which are sealed for health protection or hygiene purposes such as headphones or wireless ear buds, or Products which have been made to your specification and personalised as directed by you.

Special Orders are orders for Products which are not core stock items, which are ordered specifically at your request from our manufacturers. Generally Special Orders are non-returnable, however in some cases manufacturers may accept a return on a Special Order. Accepted returns will incur a re-stocking charge ranging from 15%-50% of the cost of the Special Order, subject to the manufacturers terms. If you have any questions regarding the opportunity to return a Special Order please contact us prior to purchase for any clarification. 

All cook shop products, such as glassware and non-electrical kitchen utensils can be returned for a credit note only.

9.3 How do I return my Product?

There are several ways you can contact us and arrange a return of your Product should you change your mind as set out at clauses 9.1 and clause 9.2:

• Over the phone: You can also arrange a return, product collection, refund, exchange, or repair, by calling us on +44 (0) 28 295 40001;

• Email: Please contact our returns team by emailing [email protected], who shall handle all enquiries in respect of how to return your Products.  You must provide proof of purchase, be that a receipt from our store or online sales order to avail of a refund; or

• Online: Via the web chat facility on our UK website or our Irish website.

The Products which you purchased must be returned to us in their original condition, in “as new” condition, accompanied by the original Product packaging and any accessories and a note of your order number and name. If the Products are devalued in any way, e.g., parts missing, we will not be able to accept the return. Please retain proof of dispatch. We will not be responsible for any loss or damage caused to any Products during their being returned to us. In the interests of your own security, we recommend that you should dispatch the returned Products using a recorded / traceable / trackable delivery service and we recommend you retain your form of proof until you have received your refund from us. You shall be responsible for all delivery costs incurred with returning the Products to us.

When returning opened products to us, you should do so without undue delay and, in any event, not later than 30 days from the day on which you communicate to us your decision to cancel.

9.4 Faulty Products

We are under a duty to supply Products which are of satisfactory quality and fit for purpose.

If your Product is faulty and if it is within 7 working days from the day of delivery:

• Read the troubleshooting section of the product manual as it may be a common problem that can be easily resolved.

• Visit the product page on our UK website or our Irish website for additional expert support, downloads, manuals and advice.

• Call our Service department on 028 295 40001 and, depending on the Product, we may be able to take you through a telephone diagnostic to make sure it is not a problem that can be resolved quickly.

If the problem cannot be resolved:

• If the fault occurs within 30 days of purchase (or delivery or installation), we’ll always offer you either a repair, exchange or refund.

• Most Products come with at least a 1 year guarantee, so if your Product develops a fault after 30 days we’ll offer you either a repair or replacement.

• In the event of a replacement, the original product needs to be returned to our possession before a replacement is dispatched and delivered.

• In all cases we reserve the right to inspect the Product and verify the fault.

How do I return my Product?

There are several ways you can return your purchase if you find a fault:

• Over the phone: By calling our Service team on +44 (0) 28 295 40001 with your order number and delivery details to hand;

• Email: Please contact our returns team by emailing [email protected], who shall handle all enquiries in respect of how to return your Products; or

• Online: Via the web chat facility on our UK website or our Irish website.

Refund:

• Once we have determined there is a fault, we will then give you either a refund, exchange or offer you a repair of the Product.

• The customer will pay the cost of the return, once the fault is verified, we will refund the cost of the return. If the item is not faulty, we will arrange for the item to be returned to the customer. We do not cover the cost of items being returned that are found to be in perfect working order.

• Replacement Products are sent by standard delivery.

How do I get a faulty Product repaired?

There are a couple of ways to get your faulty Product repaired:

• Online: Via the Contact Us facility on donaghybros.co.uk/ie or emailing [email protected].

• Phone: By calling our Service team on +44 (0) 28 295 40001 with your order reference number and delivery details to hand - we’ll resolve the fault by arranging the prompt collection and repair of your Product.

Your product is damaged on delivery - how do I return my product?

Phone: Please call our Service team within 48 hours on 028 295 40001 and we’ll arrange collection free of charge.

Exchange/Refund: We will then give you an exchange or full refund plus any delivery charge paid.

Refunds take 3-5 working days to be credited to a payment card.

THIS RETURNS POLICY DOES NOT AFFECT YOUR LEGAL RIGHTS. DETAILS OF YOUR LEGAL RIGHTS ARE AVAILABLE FROM TRADING STANDARDS OR CITIZENS ADVICE CONSUMER SERVICE.

1. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU

10.1 Liability that is not excluded

We do not exclude or limit our liability in any way in the following circumstances:

1. where it would be unlawful to do so;
2. for death or personal injury caused by our negligence or that or our employees (if acting within the course of their employment), agents or suppliers (if carrying out the work which they were contracted to do);
3. for fraud or fraudulent misrepresentation;
4. any breach of the obligations under the applicable laws; or
5. for breach of or your legal rights in relation to the Products including the right to receive the Products which are: as described; of satisfactory quality; fit for any particular purpose made known to us; supplied with reasonable skill and care.

10.2 Exclusion of liability

Subject to clause 10.1, we shall not be responsible or liable for any loss or damage in the following circumstances:

1. loss or damage arising that is not foreseeable;
2. any business losses such as loss of profit, loss of business, business interruption or loss of opportunity as the Products are supplied only for private use;
3. any loss or damage to your property resulting in a fault on our part, such as but not limited to your use of the Product outside its purposes or any health and safety guidelines; or
4. Events Outside Our Control (as described at clause 11 below).

We shall not be in breach of these Terms or otherwise liable for any failure or delay in the performance of our obligations is such delay or failure results from events, circumstances or causes beyond our reasonable control, including (but not limited to) strikes, lock-outs or other industrial disputes, failure of a utility service or transport network, act of God, war, riot, civil commotion, malicious damage, compliance with any law or government order, rule, regulation or direction, accident, epidemic or pandemic, breakdown of plant or machinery, fire, flood, storm or default of suppliers or subcontractors (“Events Outside Our Control”). The time for performance of such obligations shall be extended accordingly.