YOUR STATUTORY RIGHTS (CONSUMER RIGHTS ACT 2022)
As a consumer buying from Italpouf, you are protected by the Consumer Rights Act 2022. By law, the goods we supply must be of acceptable quality, fit for their intended purpose and as described. If they are not, you are entitled to remedies which may include repair, replacement, a price reduction or a refund. In the first 30 days you generally have a short-term right to reject faulty goods, and you may bring a claim for up to 6 years. During the first 12 months, a fault is presumed to have existed at the time of delivery unless we can show otherwise. These statutory rights are free of charge and cannot be reduced or excluded.
If your item is faulty, please contact us with your order number, a description of the problem and photos, and we will help you exercise these rights.
OUR COMMERCIAL QUALITY GUARANTEE
In addition to your statutory rights above (and without replacing or limiting them), we offer a commercial guarantee. All products offered in the Italpouf shop are subjected to demanding tests for compliance with current safety standards, durability and quality. We therefore offer a 2-year guarantee on the products purchased from us, covering defects in materials and workmanship. A proof of purchase (receipt or invoice) or an order number is required to make a claim.
The commercial guarantee does not cover:
- products that have been stored incorrectly or used incorrectly;
- damage resulting from not observing the washing and maintenance instructions for the materials, or from using products for a purpose other than intended;
- mechanical damage, such as tears or nicks.
If a claim under this guarantee is found to be valid, Italpouf undertakes to repair the damage or to replace the product with a new, undamaged one. These commercial guarantee exclusions do not affect your statutory rights under the Consumer Rights Act 2022.
The guarantee for the filling (polystyrene granules) is 6 months.
Due to the natural properties of the granules, they compress over time through friction and weight. This guarantee covers that the polystyrene granulate filling will not decrease in volume by more than 20% of its original value. It may therefore be necessary to refill part of the filling after a period of time to restore the original shape of the product.
Refill filling is available in our shop here: https://italpouf.ie/41-bean-bag-refill-eps-beads
For more information, please contact us by sending an e-mail to [email protected].
Complaints
We are sorry to hear if an item delivered is faulty or damaged. Please let us know via the contact form.
Please complete the form with all the required information so that we can process your complaint as quickly as possible. We will inform you of the next steps by e-mail. Include as detailed a description of the problem as possible, together with photos.
Wait for your complaint to be processed
Complaints are processed no later than 14 days from the date we receive the product complained about. If the complaint is found to be justified, we will fulfil the claim in accordance with applicable legislation and your statutory rights. If you wish to check whether your parcel has arrived safely at our warehouse, you can do so on the website of the carrier through which you sent it.
If we are unable to resolve a complaint to your satisfaction, you can contact the Competition and Consumer Protection Commission (CCPC) at ccpc.ie, or the European Consumer Centre (ECC) Ireland at eccireland.ie for cross-border purchases.