Returns and Right of Withdrawal Policy
At KWS Ltd., we endeavour to provide clear and accurate product information so that customers can make informed purchasing decisions. We pride ourselves on supplying high-quality products.
This policy applies to consumers purchasing for purposes mainly outside their trade, business or profession. It does not limit or exclude your statutory rights.
You have the right to withdraw from this contract within 14 days without giving a reason. If you cancel, you will be responsible for the direct cost of returning the goods. Return charges range from €4.95 plus VAT for standard postal items to a maximum estimated cost of €60 plus VAT for bulky or heavy items requiring courier collection, depending on the item’s size, weight, and collection location. We will waive return costs if the item is faulty or was delivered to you in error
Your right to cancel an online or telephone order
If you purchase a product online or by telephone, you generally have the right to cancel your order without giving a reason within 14 days of receiving the product. This is known as the cooling-off period or right of withdrawal.
For an order containing multiple products delivered separately, the 14-day period begins when you receive the last product. For a product delivered in multiple lots or pieces, it begins when you receive the final lot or piece.
To exercise this right, you must clearly inform KWS of your decision to cancel before the 14-day period expires. You may do so by:
- Emailing onlinesales@kws.ie;
- Calling 056 7729949;
- Using the online withdrawal function available on our website
After notifying us, you must return the product without undue delay and no later than 14 days from the date on which you informed us of your decision to cancel.
Condition of returned products
You may inspect and handle a product only to the extent reasonably necessary to establish its nature, characteristics and functioning, in the same way that you could examine it in a shop.
You may be responsible for any reduction in the product’s value caused by handling beyond what is reasonably necessary.
Where possible, products should be returned:
- Unused, except for reasonable inspection;
- With their accessories, instructions and components;
- In their original packaging; and
- With proof of purchase.
The absence of original packaging does not by itself remove your statutory right of withdrawal. However, please do not tape, write on or attach shipping labels directly to original retail packaging.
Refunds
When you validly exercise your right of withdrawal, KWS will refund:
- The price paid for the returned product; and
- The cost of our delivery option.
Refunds will be made using the same payment method used for the original purchase unless you expressly agree otherwise. You will not incur a fee for the refund.
We may withhold the refund until we have received the returned product or you provide evidence that it has been sent back, whichever occurs first. Subject to this, refunds will be issued without undue delay and no later than 14 days after we are informed of your decision to cancel.
Return shipping costs
Unless the product is faulty, damaged, not as described or supplied incorrectly, you are responsible for the direct cost of returning it.
Return shipping costs paid by you are not refundable in the case of a change-of-mind return.
Exceptions to the right of withdrawal
The statutory right of withdrawal does not apply in certain circumstances, including, where applicable:
- Products made to your specifications or clearly personalised;
- Products liable to deteriorate or expire rapidly;
- Sealed products that are not suitable for return for health-protection or hygiene reasons, where the seal has been broken after delivery;
- Sealed audio, video or computer software products where the seal has been broken; and
- Products which, after delivery, have become inseparably mixed with other items because of their nature.
These exceptions do not affect your rights where a product is faulty, damaged or not as described.
Faulty, damaged or incorrectly supplied products
The right of withdrawal is separate from your statutory rights concerning faulty products.
If a product is faulty, damaged, unsafe, not as described or not fit for its intended purpose, please contact us as soon as possible at onlinesales@kws.ie or 056 7729949, quoting your order number.
Under Irish consumer law, consumers may have the right to terminate the contract for a full refund where a fault arises within 30 days of receiving the product. Other remedies, including repair, replacement, a price reduction or refund, may apply after that period.
KWS will cover reasonable return costs where a product is confirmed to be faulty, damaged, incorrectly supplied or otherwise not in conformity with the contract.
Returns outside the statutory period
Requests for change-of-mind returns made outside the statutory cancellation period may be considered individually at the discretion of KWS Ltd. Any discretionary return does not affect your statutory rights concerning faulty or non-conforming products.
Online withdrawal function
Where an order was concluded through our website or other online interface and the statutory right of withdrawal applies, customers may also use the clearly labelled withdrawal function provided on that interface.
How to return a product
- Email onlinesales@kws.ie, call 056 7729949 or use our online withdrawal function.
- Provide your name, order number and details of the product being returned.
- Package the product securely. Where possible, include its original packaging, accessories and manufacturer’s labels.
- Do not attach tape or shipping labels directly to the original retail packaging.