Refund policy

Last updated: 29/05/2026

We want you to feel confident when shopping with Elderly Care Products Limited. This policy explains your rights and our procedures in accordance with Irish and EU consumer protection law, including the 14-day cooling-off period.

1. Return Period

We offer a 30-day return policy. You have 30 days from the date you receive your item to request a return.

If your order is delivered within the European Union, you are also entitled to the 14-day right of withdrawal, allowing you to cancel your order within 14 days for any reason. This right exists independently of (and within) our 30-day return period.

2. Eligibility for Returns

To be eligible for a return, items must be:

  • Unused and in the same condition you received them
  • Free from wear, marks or damage
  • In original packaging
  • With all accessories, manuals and tags included
  • Accompanied by proof of purchase

3. How to Start a Return

Email us at: info@elderlycareproducts.ie

Please include:

  • Your name
  • Order number
  • Item(s) you wish to return
  • Reason for return

Once your return is approved, we will provide:

  • The correct return address
  • Instructions for packaging
  • Any additional steps required for your item type

Return Address (for all authorised returns):
Elderly Care Products Limited
Rooskagh East, Carrigkerry, Athea, Co. Limerick, V94 A4E7, Ireland

4. Return Shipping

Once your return request is approved, we will confirm the return method and provide packaging instructions. Where a prepaid return label is applicable, this will be included with your approval email. Returns must meet the eligibility conditions outlined in this policy.

If your item is faulty, damaged, or incorrect, return shipping will be covered by us in full. For change-of-mind returns within our 30-day policy, return shipping costs will be confirmed at the time of approval.

5. Damaged, Faulty or Incorrect Items

Please inspect your order upon delivery. If your item is damaged, defective, or not what you ordered, we recommend contacting us within 48 hours with photos so we can evaluate and resolve the issue promptly.

Under Irish and EU consumer law, faulty goods are entitled to repair, replacement, or refund.

6. Items That Cannot Be Returned

For hygiene, safety, and regulatory reasons, the following cannot be returned once opened:

  • Personal hygiene products
  • Medical or health-related items with hygiene seals

We also cannot accept returns of:

  • Perishable goods
  • Personalised or custom-made items
  • Gift cards

If you are unsure whether your product is eligible, please contact us first.

7. Exchanges

You may return an item and place a new order for the preferred product. Exchanges are treated as a new purchase once the return is accepted.

8. EU 14-Day Cooling-Off Period

If your order is delivered within the EU, you have the legal right to withdraw from your purchase within 14 days, without providing a reason.

Returned goods should be returned in a resaleable condition where possible, including original packaging and accessories. Customers may inspect products as they would in a physical retail environment. Deductions may apply for excessive handling beyond what is necessary to assess the product. Ideally, returned products should meet the below criteria:

  • Unused
  • In original packaging
  • With all accessories included

This right does not apply to hygiene-sealed or health-related items once unsealed, or other legally exempt categories listed above.

9. Refund Processing

Once we receive and inspect your returned goods, we will notify you of approval or refusal.

If approved:

  • Refunds are issued to your original payment method
  • Within 10 business days of our approval
  • Your bank or card provider may require additional processing time

If more than 15 business days have passed since approval and no refund has appeared, please contact us at info@elderlycareproducts.ie.

10. Contact Information

For all return or refund enquiries, please contact us:

Elderly Care Products Limited
Email: info@elderlycareproducts.ie
Phone: +353 87 387 1456
Address: Rooskagh East, Carrigkerry, Athea, Co. Limerick, V94 A4E7, Ireland
VAT Number: IE4699510OH