Returns, Refunds
& Cancellations

01

Change-of-mind returns

If you are a consumer who bought from us online or by phone, you may cancel most eligible purchases without giving a reason. Tell us within 14 calendar days of receiving the goods, then return them within a further 14 days.

To qualify for a change-of-mind return, please:

• handle the product only as much as reasonably necessary to establish its nature, characteristics, and function;
• return every supplied part, accessory, manual, and promotional item;
• use the original protective packaging where reasonably possible; and
• package the goods securely so they are not damaged in transit.

You may be responsible for any reduction in value caused by handling beyond what would be reasonably permitted in a shop. For every change-of-mind return, you are responsible for arranging and paying the direct return shipping cost. That return cost is not reimbursed. We recommend a tracked and appropriately insured service because the parcel remains your responsibility until it reaches the return address we provide.

02

Made-to-order and personalised goods

The 14-day change-of-mind right may not apply where a product is genuinely made to your specification or clearly personalised—for example, a one-off colour, personal marking, or bespoke configuration produced specifically for you. We will identify this before you confirm the order where the exception applies.

Choosing a normal size, finish, rim depth, or other standard catalogue variant does not by itself make a product non-returnable. Special-order goods that are not personalised remain subject to your applicable statutory rights.

03

Faulty, unsafe, or incorrect goods

Contact us promptly if a product is faulty, unsafe, not as described, unsuitable for the agreed purpose, or different from what you ordered. Include your order reference, a clear description, and useful photos or video. Do not continue riding a product you believe may be unsafe.

Under Irish consumer law, goods that do not conform to the sales contract may qualify for a refund, repair, replacement, or price reduction depending on when the problem appears and its seriousness. A short-term right to reject generally applies during the first 30 days after delivery. After that, repair or replacement will commonly be the first remedy unless the issue is serious or those remedies are unavailable or unsuccessful.

We will review the information supplied and, where reasonably necessary, arrange an assessment of the item. Manufacturer input may assist with a technical assessment, but it does not replace Eireworks’ responsibilities or your statutory rights.

Once the item is confirmed to be faulty, unsafe, not as described, or incorrectly supplied, Eireworks will arrange the return or reimburse the reasonable cost of standard return shipping. Keep any postage receipt if we ask you to send the item yourself. Manufacturer warranties are additional to your legal rights and do not limit them.

04

Shipping damage or missing contents

Please inspect the parcel as soon as practical. If the carton is visibly damaged, note it with the carrier where possible and photograph the parcel before opening it. Send us photos of the outer packaging, shipping label, internal packaging, and affected item.

Reporting transit damage or missing contents within 48 hours helps us preserve evidence and raise a carrier claim quickly. A later report does not remove any statutory rights you may have. Keep all packaging until we confirm the next step.

Where the item or parcel contents are confirmed damaged, incomplete, or incorrect on delivery, Eireworks will arrange the return or cover the reasonable standard return cost.

05

How to start a return

1. 1

   Email build@eireworks.cc with your name, order reference, item, and reason for contacting us.

2. 2

   Add photos or video if the item is damaged, incorrect, or faulty. For a change of mind, a simple written statement is enough.

3. 3

   Wait for the return address and packaging instructions. Please do not send goods to an address found elsewhere or use cash-on-delivery services.

4. 4

   Follow the instructions for your return type. Change-of-mind returns are sent at your cost. For a reported fault, incorrect item, or transit damage, wait for our shipping instructions and keep any postage receipt.

We may ask for reasonable information to understand a reported issue, but this process does not reduce or delay your statutory rights.

06

Who pays return shipping

A report of a fault does not by itself determine the outcome. Please wait for return instructions so the item can be assessed properly. If we ask you to pay postage while a reported fault is being assessed, retain the receipt: the reasonable standard cost will be reimbursed when the item is confirmed faulty or otherwise non-conforming. We will not reimburse premium, express, or unnecessarily expensive return services unless agreed in writing beforehand.

07

Refunds and exchanges

For an eligible full-order change-of-mind cancellation, we refund the price paid and the cost of our least expensive standard delivery option. Any extra amount paid for express or upgraded delivery is not refundable. We use the original payment method unless you expressly agree otherwise. The cost you pay to send a change-of-mind return back to us is not refundable.

Refunds are made without undue delay and within the legally required period. For a change-of-mind return, we may wait until the goods are received or you provide evidence of sending them back. For faulty-goods refunds, payment is made within 14 days after the goods are returned.

Exchanges depend on availability. We normally process an exchange as a return and a new order so that price differences, specifications, and delivery timing are clear. Your bank or payment provider may take additional time to display a completed refund.

08

Order changes and cancellations

A quote request or saved build list is not an order. Once an order is confirmed, contact us immediately if you need to change or cancel it. If it has not been dispatched or committed to genuine made-to-specification production, we will try to stop or amend it.

If an eligible order has already shipped, it can usually be handled as a change-of-mind return after delivery, with return shipping paid by the customer. If bespoke production has started with your agreement, the made-to-order exception described above may apply.

09

Compatibility, sizing, and installation

Please check sizing and standards before installation. We are happy to help with written compatibility guidance before you order. An eligible standard product selected in the wrong size or standard may still be returned during the 14-day cooling-off period if it has not been installed, cut, routed, bonded, or otherwise altered. This is treated as a change-of-mind return and the customer pays return shipping, unless the selection resulted from incorrect written compatibility advice supplied by Eireworks.

Damage caused by incorrect installation, modification, misuse, impact, crash damage, neglect, or normal wear is not a product fault. This does not affect a claim where the damage resulted from incorrect instructions or incorrect written compatibility advice we supplied.