This Returns & Service Policy explains your statutory consumer rights and the procedures for returns, refunds, and product servicing in accordance with the Consumer Rights Act 2022 (Ireland) and applicable EU consumer protection law.

1. Right of Withdrawal (Distance Sales)

If you are a consumer, you have the legal right to withdraw from a distance contract within 14 calendar days without giving any reason.

• The withdrawal period begins on the day you receive the goods.
• You must notify us of your decision to withdraw before the 14-day period expires.
• After notification, you have a further 14 days to return the goods.

Returned goods must be sent back without undue delay and in the same condition as supplied.

2. Hygiene & Safety Exceptions (Sealed Goods)

In accordance with Article 16(e) of Directive 2011/83/EU, the right of withdrawal does not apply to goods which are not suitable for return for health protection or hygiene reasons once they have been unsealed after delivery.

This applies to all brands sold through this store, including but not limited to:

• E-liquids
• Flavour concentrates
• DIY bases and liquid additives

Packaging standards may vary between manufacturers. Some liquid products are supplied without shrink-wrap foil, and factory tamper-evident rings may not always provide clear visual confirmation once opened.

For this reason, and where technically feasible, EirHorse applies an additional Quality Control (QC) security seal to liquid products prior to dispatch.

• Bottles with shrink-wrap: the foil must remain fully intact.
• Bottles without shrink-wrap: the factory cap must remain unopened and the EirHorse QC seal must be intact.

Any returned product showing signs of opening, seal damage, liquid level alteration, or interference is considered unsuitable for resale and cannot be refunded.

3. Multi-Item and Bulk Returns

For orders containing multiple units of the same sealed product, all units must be returned with all original seals and QC security seals intact.

If one or more items within a returned batch show signs of opening, tampering, or seal damage, the return may be refused in full on hygiene and safety grounds.

4. Faulty, Damaged or Incorrect Goods

Your statutory rights are not affected if goods are faulty, damaged, or incorrect on delivery.

If you believe a product is faulty or incorrect:

• Please contact us as soon as reasonably possible after delivery.
• Provide a clear description of the issue and, where applicable, photographic evidence.

Where a manufacturing fault is confirmed, we will offer a repair, replacement, or refund in accordance with consumer law.

Damage caused by misuse, failure to follow operating instructions, incorrect installation, unauthorised modification, operation outside recommended parameters, or normal wear and tear is not considered a manufacturing defect.

5. Returns & Service Handling (Third-Party Operator)

For operational, logistics, and technical service purposes, the physical handling of returns and product servicing is carried out on behalf of EirHorse Limited by an external service provider, Sea Stone.

Sea Stone acts solely as a returns processing and service partner. All statutory consumer rights, refund decisions, warranty obligations, and contractual responsibilities remain fully with EirHorse Limited, in accordance with the Consumer Rights Act 2022 (Ireland).

Customers must always contact EirHorse first to initiate any return or service request. Authorisation and instructions will be provided before any goods are sent.

Return & Service Address:
Sea Stone (Returns & Service – EirHorse)
Shancashlaun
Kilmoganny
Co. Kilkenny
Ireland

Returned items must be sent using a tracked delivery service, unless explicitly agreed otherwise in writing by EirHorse.

6. Refunds

Refunds will be issued within 14 days of receiving your notice of withdrawal. We may withhold the refund until the returned goods are received or evidence of return is provided.

Refunds are processed using the same payment method used for the original transaction.

7. Return Shipping Costs

The allocation of return shipping costs depends on the reason for the return, in accordance with Irish and EU consumer law.

• Change of mind (right of withdrawal):
  The consumer bears the direct cost of returning the goods and must use a tracked delivery service.
• Incorrect order placed by the customer:
  Where a return is required due to an incorrect product selection or ordering error made by the customer, the customer bears the full cost of return shipping using a tracked service.
• Reported fault or defect:
  The customer initially returns the item at their own cost using a tracked service for inspection. If a manufacturing fault is confirmed, the product will be repaired or replaced and reasonable return shipping costs will be reimbursed.
• Warranty not accepted / user-related issue:
  If inspection shows that the product is not defective and the issue resulted from misuse, failure to follow instructions, physical damage, or unauthorised modification, the customer bears the cost of shipping both to us and back to the customer.

8. Age-Restricted Products

Products containing nicotine are sold to persons aged 18 years or over only. Age verification may be carried out before or after purchase.

9. Contact

To exercise your right of withdrawal or to request service support, please contact us at:

Email: info@eirhorse.com

Legal notice: Nothing in this policy affects your statutory rights under Irish or EU law.