Refund policy
ESMETHIA — RETURN & REFUND POLICY
Last Updated: September 2, 2026
At Esmethia, we want you to feel confident when shopping with us. This Return & Refund Policy explains when you can return an order, how to request a return, and how refunds are processed for purchases made through esmethia.com.
Nothing in this policy limits any consumer rights that cannot legally be excluded or restricted under applicable Irish law.
1. Our Return Policy
If you purchase a product from Esmethia online, you may generally have the right to cancel your purchase within 14 days of receiving the goods, without providing a reason, subject to applicable legal exceptions.
If you decide to cancel your purchase under this statutory cooling-off right, you must notify us within the applicable 14-day period and return the goods within 14 days after notifying us of the cancellation.
2. How to Request a Return
To request a return or cancellation, please contact us:
Email: info.esmethia@gmail.com
Phone: +353 1 853 7362
Please include:
- Your full name
- Order number
- Product name
- Reason for the return, where applicable
- Any relevant photographs, if the product is damaged or faulty
We will provide you with the appropriate return instructions.
Please do not send products back to us without contacting us first.
3. 14-Day Cooling-Off Period
For most goods purchased online, you have a statutory 14-day cooling-off period.
The 14-day period generally begins on the day you physically receive the goods.
If you wish to cancel your purchase during this period:
- Contact us within 14 days of receiving your order.
- Clearly tell us that you wish to cancel the purchase.
- Return the goods within 14 days after notifying us.
- Keep proof of your return shipment where applicable.
You generally do not need to provide a reason for cancelling during the statutory cooling-off period.
4. Condition of Returned Products
When returning a product because you have changed your mind, please handle the product only as much as necessary to determine its nature, characteristics and functioning.
Products should be returned in a condition that allows us to assess them appropriately.
You may be responsible for any diminished value resulting from handling beyond what is reasonably necessary to inspect the product.
5. Beauty & Personal-Care Products
For health and hygiene reasons, certain beauty and personal-care products may not be eligible for cancellation once they have been unsealed after delivery, where the applicable legal exception applies.
This may include products such as:
- Hair-care products
- Face-care products
- Body-care products
- Creams and lotions
- Cleansers
- Oils
- Other products intended for personal use
This exception applies only where the applicable legal conditions are met.
Faulty, damaged, defective or incorrectly supplied products are not excluded from your statutory consumer rights simply because they are personal-care or hygiene products.
6. Faulty or Defective Products
If a product is faulty, defective, not as described, or does not meet the requirements applicable under Irish consumer law, please contact us as soon as possible.
If a fault occurs within 30 days of receiving the goods, you may generally have the right to return the product and request a full refund, subject to the circumstances and applicable law.
Depending on the circumstances, you may also have rights to a repair, replacement, price reduction or refund.
Faults caused by misuse, accidental damage or normal wear and tear may not be the responsibility of the seller.
7. Damaged Products
If your order arrives damaged, please contact us as soon as possible.
To help us investigate the issue, please provide:
- Your order number
- A description of the damage
- Clear photographs of the product
- Photographs of the packaging, where relevant
We will review the issue and provide an appropriate resolution in accordance with your statutory consumer rights.
8. Incorrect or Missing Items
If you receive an incorrect product or an item is missing from your order, please contact us at:
Please provide your order number and details of the issue.
Where appropriate, we may arrange a replacement or refund.
9. Return Shipping Costs
If you cancel your purchase under the statutory cooling-off period, you may generally be responsible for the direct cost of returning the goods, unless:
- The goods are faulty or not as described;
- We sent you the wrong product; or
- Applicable law requires Esmethia to cover the return cost.
Where applicable, we will provide information about the return process and any applicable return costs.
10. Refunds
Once your cancellation or return has been properly processed, refunds will normally be issued using the same payment method used for the original purchase, unless you agree to another method.
Where a refund is legally due following a statutory cancellation, applicable Irish law requires the refund to be provided within the applicable timeframe, generally within 14 days of cancellation, subject to the applicable rules regarding receipt of the returned goods.
For faulty or defective products, the applicable refund, repair, replacement or other remedy will depend on the circumstances and your statutory consumer rights.
11. Original Delivery Charges
Where you validly cancel an online purchase under the statutory cooling-off right, applicable Irish consumer law generally requires reimbursement of the standard delivery cost paid for the original order.
Additional costs resulting from choosing a more expensive delivery option than the standard delivery method may not be refundable where permitted by law.
12. Refund Processing Time
After your return has been received and the applicable refund has been approved, we will process the refund using the original payment method.
The time it takes for the refunded amount to appear in your account may depend on your bank, card issuer or payment provider.
13. Non-Returnable Items
Certain products may not be eligible for cancellation where an applicable statutory exception applies.
For Esmethia, this may include personal-care or beauty products that have been unsealed after delivery where they are no longer suitable for return for health or hygiene reasons.
This does not affect your statutory rights in relation to products that are faulty, defective or not as described.
14. Sale & Promotional Items
Products purchased during a sale or promotional period remain subject to the same applicable consumer rights as products purchased at the regular price.
A discounted price does not remove your statutory rights if a product is faulty, defective or not as described.
15. Exchanges
We do not guarantee exchanges for change-of-mind returns.
If you would like a different product, you may return the original product where legally permitted and place a new order.
For faulty, damaged or incorrectly supplied products, we will determine the appropriate remedy in accordance with applicable consumer law.
16. Late or Undelivered Orders
If your order has not been delivered within the applicable delivery timeframe, please contact us at:
Email: info.esmethia@gmail.com
Phone: +353 1 853 7362
We will investigate the delivery status and work with you to resolve the issue.
If goods are not delivered within the applicable agreed timeframe, you may have statutory rights to require delivery within an additional appropriate period or, in certain circumstances, cancel the contract and receive a refund.
17. Statutory Consumer Rights
This policy is intended to work alongside, and not replace, your statutory consumer rights under applicable Irish and EU consumer protection law.
Nothing in this policy limits, excludes or restricts any consumer right that cannot legally be limited, excluded or restricted.
Irish consumer law provides protections relating to the quality, description, functionality and conformity of goods, as well as specific rights for online purchases.
18. Contact Us
If you have any questions about returns, refunds or cancellations, please contact us:
Esmethia
Sky Business Centres
57 Clontarf Road
Dublin 3
D03 A7P0
Ireland
Email: info.esmethia@gmail.com
Phone: +353 1 853 7362
Customer Support Hours:
Monday–Friday: 9:00 AM–5:00 PM
Saturday–Sunday: Closed
We are happy to assist you with returns, refunds, cancellations and product-related issues.