DO YOU WANT TO RETURN THE GOODS?
No problem! As a consumer buying online from Ireland, you have a legal "cooling-off" right to change your mind. This page explains your right to cancel under the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013 (S.I. No. 484 of 2013) and how to return a product to Italpouf.
Your 14-day right of cancellation
You have the right to cancel your purchase within 14 days without giving any reason. The cancellation period ends 14 days from the day on which you (or a third party you nominate, other than the carrier) take physical possession of the goods. For an order of multiple items delivered separately, the period runs from the day you receive the last item.
To exercise the right to cancel, you must tell us your decision by a clear statement — for example by email or by using the model cancellation form below. You can also include the return form available at the bottom of this page. Once you have notified us of your cancellation, you then have a further 14 days to send the goods back.
Important exception — made-to-order and personalised goods
The right to cancel does not apply to goods that are made to your specifications or clearly personalised (for example bean bags configured in a custom colour combination, custom size, custom fabric or with personalised printing), in accordance with Regulation 13(2) of S.I. No. 484 of 2013. Standard catalogue products remain fully covered by the 14-day right.
How to return a product — step by step
1. Make sure the product is eligible for return. The 14-day right of withdrawal applies to consumers. Made-to-order / personalised items are excluded (see above). If you ordered as a business, please check your eligibility with us first.
2. Fill in the return form. Provide your order number, contact details and bank account details for the refund.
3. Prepare the product for shipping. Pack the product securely. You may unpack and inspect the goods as you would in a shop, but please return them intact and unused. Include any necessary documentation, such as the return form or your order number.
4. Ship the product. Return the product by courier or postal service. The cost of returning the goods is paid by you (the buyer), as stated here before purchase. Please do not send returns by cash on delivery.
Send the product back, at your own expense, to the following address:
Personeo Sp. z o.o.
Ul. Wielopole 1
33-311 Wielopole
Poland
5. Refund. After receiving and checking the product, we will issue your refund using the same means of payment you used for the original transaction, unless you expressly agree otherwise. By law the refund is made without undue delay and no later than 14 days from the day we are informed of your decision to cancel; we may withhold the refund until we have received the goods back, or until you supply proof of return, whichever is earlier. In practice we usually process approved refunds within 2 to 7 working days.
Remember:
- Keep all receipts and proof of shipping until the return process is complete.
- If you have any questions, please contact our Customer Service team.
Model cancellation form
You may use the wording below to cancel (Schedule 3, Part B of S.I. No. 484 of 2013). Completing it is optional but helps us process your cancellation quickly.
To: Personeo Sp. z o.o., Ul. Wielopole 1, 33-311 Wielopole, Poland — Email: [email protected]
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]:
Ordered on [*] / received on [*]:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
[*] Delete as appropriate.
Faulty or damaged goods
The cancellation right above is for changing your mind. If your item is faulty, not as described or not of acceptable quality, you have separate statutory remedies under the Consumer Rights Act 2022 — please see our Warranty and Complaints page.
Please include your order number or the product return form, which can be downloaded below: