Refund policy

At Faerly we want you to be happy with what you buy from us. This policy explains the rights you have by law when you shop with us online, as well as our own goodwill returns policy, which goes further than the law requires. Nothing in this policy affects your statutory rights as a consumer.

If you have any questions, you can always contact us at hello@faerly.ie.

Your 14-day right to cancel (cooling-off period)

If you are a consumer in the EU, you have a legal right to cancel most online orders within 14 days without giving any reason. This is called the cooling-off period.

The 14-day period runs from the day you (or someone you nominate) receive the goods. Where an order is delivered in several instalments, it runs from the day you receive the last item.

To cancel, just contact us at hello@faerly.ie within the 14-day period and let us know. You can use a clear statement in any form, an email is fine. After you cancel, you have a further 14 days to send the goods back to us.

When you exercise your cooling-off right, we will refund the price you paid for the goods, plus the standard cost of delivery to you (if you chose a more expensive delivery option than our standard one, we only refund the standard amount). You are responsible for the cost of returning the goods to us. We will make the refund within 14 days of receiving the goods back, or of you providing proof that you have sent them back, whichever is earlier, using the same payment method you used to order, unless you agree otherwise.

You may handle and inspect the goods as you would in a shop. However, if their value is reduced because you used or handled them more than was necessary, we may deduct an amount to reflect that reduction, this deduction can be up to the full price of the goods where they can no longer be sold as new.

Exceptions to the cooling-off right

The 14-day cooling-off right does not apply to certain items, including:

• Sealed goods which are not suitable for return for health protection or hygiene reasons, if they have been unsealed after delivery (for example, certain personal care and sanitary items).

• Goods that are liable to deteriorate or expire rapidly, such as perishable goods.

• Gift cards.

If an exception applies to something in your order, we'll let you know.

 

Our 90-day goodwill returns policy (change of mind)

As well as your legal rights above, we offer a longer goodwill returns window. You have 90 days from the date of purchase to request a return if you simply change your mind.

To be eligible for a goodwill return, your item must be in the same condition that you received it, unused, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, contact us at hello@faerly.ie. If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

For a change-of-mind return, you pay the cost of return shipping. We'll refund the cost of the product, but not the original shipping cost. 

The fastest way to get a different item is to return the one you have and, once the return is accepted, place a separate order for the new item. Alternatively, you are welcome to ask us about an exchange and we'll do our best to help.

 

Faulty, damaged or incorrect items

Separately from the rights above, if an item is faulty, damaged, or not as described, you have statutory rights under the Consumer Rights Act 2022.

In particular, you have a 30-day right to reject faulty goods and receive a full refund. After 30 days, you may still be entitled to a repair or replacement, and to a refund or price reduction if a repair or replacement isn't possible or doesn't resolve the problem.

Please inspect your order on arrival and contact us as soon as possible at hello@faerly.ie if an item is defective, damaged, or you've received the wrong item, so that we can evaluate the issue and make it right. If your order arrives damaged in transit, please send us some photos of the condition of the order, it helps us sort things out quickly.

Where you are returning an item because it is faulty, damaged or not as described, we will cover the cost of return shipping.

 

Refunds

We will notify you once we've received and inspected your return, and let you know whether the refund was approved. If approved, you'll be refunded to your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.

For returns made under our goodwill policy outside the 14-day cooling-off window, we will refund to your original payment method, or arrange an exchange if you would prefer.

 

Contact us

Simply Good Fair Ltd (trading as Faerly) 1033 Nicholastown, Kilcullen, Co. Kildare, R56Y299, Ireland hello@faerly.ie | 045-397203

 

Updated: 14/06/2026