Refunds & Returns

• Changed your mind? No longer need the product? In addition to your statutory rights, we offer a voluntary 60-day returns policy for eligible products.
  
  This voluntary 60-day returns policy operates separately from and in addition to your statutory 14-day Right of Withdrawal. Once the statutory 14-day Right of Withdrawal period has expired, any return accepted under this section is subject to the terms below.
  
  All products returned under our voluntary 60-day returns policy must be returned complete, with all accessories, documentation and original product packaging. Products and packaging must be returned in a condition suitable for resale.
  
  For products with a purchase price of €100 or less per item, a full refund will normally be provided where the product, packaging, accessories and documentation are returned in a condition suitable for resale.
  
  For products with a purchase price exceeding €100 per item, the product, packaging, accessories, documentation and any factory seals must be returned in a condition suitable for resale as new in order to qualify for a full refund under our voluntary 60-day returns policy.
  
  Where a product with a purchase price exceeding €100 per item is returned in a condition that is not suitable for resale as new, we may make a deduction from the refund to reflect the reduction in value of the product. Depending on the condition of the returned item, this deduction may be up to 50% of the original purchase price.
  
  If you do not wish to proceed after being advised of any proposed deduction, you may request that the product be returned to you. In this case, an additional delivery charge will apply.
  
  Delivery charges are non-refundable for change-of-mind or no-longer-needed returns submitted after the statutory 14-day Right of Withdrawal period has expired.
  
  If your original delivery charge was free of charge, €7.49 may be deducted from the refund to cover the outbound delivery cost incurred by us.
  
  Payment processing fees incurred by us at the time of purchase are non-refundable. Depending on the payment method used, these fees may be deducted from any refund issued under our voluntary 60-day returns policy. In most cases, these fees will not exceed 5% of the original transaction value.
  
  Due to the manual review process required for returns under our voluntary 60-day returns policy, refunds of €100 or more may take up to 30 working days to be processed and issued.
  
  This voluntary 60-day returns policy does not apply to faulty products, incorrectly supplied products, products damaged in transit, or any statutory rights you may have under consumer protection legislation.

• This section relates to faulty products, products damaged in transit, or products supplied incorrectly, and operates separately from both the statutory 14-Day Right of Withdrawal and the voluntary 60-Day Return Policy described above.
  
  This section is intended for faults discovered shortly after delivery, including faults identified when first opening, inspecting, installing, setting up or using the product. It is also intended for products that arrive damaged in transit or products supplied incorrectly.
  
  This section operates separately from any manufacturer's warranty, supplier warranty, extended warranty or statutory warranty rights, which are covered elsewhere in these terms and conditions.
  
  If the product is faulty, not as described, damaged in transit or supplied incorrectly, please contact us as soon as possible and, where practicable, within 48 hours of the delivery date shown on the DPD, An Post or BCS tracking website. Prompt notification helps us investigate the issue, preserve evidence where required and comply with reporting deadlines imposed by delivery companies, suppliers and manufacturers.
  
  We strongly recommend retaining the original packaging, accessories, documentation, inserts and protective materials, as these may be required during the inspection, testing, replacement, supplier return or warranty process. However, the absence of original packaging does not automatically prevent you from reporting a fault. We ask that reasonable care is taken when opening the packaging and that unnecessary damage is avoided where possible.
  
  Please note that if you believe a product is faulty and return it to us, our technicians will test the product. If testing shows that the product is functioning correctly for its intended purpose and the issue relates to compatibility with your equipment, software, setup, intended use, or a misunderstanding of the product specifications, the product will not be considered faulty.
  
  If we determine that the product is not faulty and you would like it returned to you, a re-delivery charge of €7.49 will apply.
  
  If we determine that the product is not faulty and you do not wish to have it returned, we may, at our discretion, offer a refund in accordance with the voluntary 60-Day Return Policy described above, provided the product is eligible for return and is returned in a condition that satisfies the requirements of that policy. Any deductions, fees or reductions in refund value permitted under the voluntary 60-Day Return Policy may still apply.
  
  Where a product has been deemed not faulty, is not eligible for return under the voluntary 60-Day Return Policy, or has been damaged by the user, and you do not wish to pay the re-delivery charge, we will hold the product for 60 days from the date we notify you of the test result.
  
  If we do not receive instructions from you within those 60 days, you authorise us to dispose of the product and no refund will be due.

• We are an Irish company based in Athlone, County Westmeath, Ireland.
  
  Please do not return any products without contacting us first and obtaining return instructions where required.
  
  The return address may vary depending on the type of return, the product involved and the circumstances of your case. In some cases, collection may be arranged by us. In other cases, you may be asked to return the product using a tracked delivery service. As an Irish company, any return address provided by us will be located within the Republic of Ireland. The address provided may differ depending on the product, supplier, type of return, warranty claim or other circumstances relating to your order.
  
  The appropriate return address and any return instructions will be provided to you when your return request, withdrawal request, warranty claim or fault report is reviewed.
  
  Where available, please include a copy of your packing slip, order number or other identifying information with the returned product to help us process your return more quickly.

• Please inspect your order as soon as possible after delivery and contact us promptly if the item is defective, damaged, supplied incorrectly or if you receive the wrong item, so that we can investigate the issue and make it right.
  
  If the outer packaging, parcel or contents appear damaged on arrival, we strongly recommend reporting this to us immediately. Prompt reporting helps us preserve evidence and comply with reporting deadlines imposed by delivery companies, suppliers and manufacturers.
  
  Where possible, damage reports should be made within 48 hours of the delivery time shown on the DPD, An Post or BCS tracking website.
  
  When reporting damage, incorrect items, missing items or delivery-related issues, clear photographs of the packaging, shipping labels, contents and any visible damage should be provided. Photographs may be sent to [email protected] or provided via WhatsApp where requested.
  
  This section relates specifically to delivery damage, incorrect items, shortages and issues identified upon receipt of the order. Please also refer to the sections titled "Return: Faulty, Incorrect Product Received or Items Damaged in Delivery", "The Law - Right of Withdrawal" and "Return: Change of Mind / No Longer Needed - Within 60 Days" where applicable.

• SureLookIT.com warranty. For products with no manufacturer warranty.
  
  Unless otherwise stated on the product page, products covered by a SureLookIT.com warranty are provided with a 2-Year Warranty from the date of delivery.
  
  This section applies only to products where a warranty is provided by SureLookIT.com. It operates separately from the statutory 14-Day Right of Withdrawal, the voluntary 60-Day Return Policy, and the section titled "Return: Faulty, Incorrect Product Received or Items Damaged in Delivery".
  
  Where a manufacturer warranty is provided with a product, the manufacturer warranty terms may apply in addition to, or instead of, the warranty described in this section.
  
  Covered Under Warranty
  
  The warranty covers faults, defects or failures that occur during normal intended use of the product and which have not been caused by the user.
  
  Examples may include manufacturing defects, component failures, material defects and other issues that arise during normal use of the product.
  
  Not Covered Under Warranty
  
  1. Damage caused by the user. 2. Accidental damage. 3. Liquid damage or water ingress. 4. Damage to ports, sockets, connectors or cables caused by misuse, excessive force or improper handling. 5. Improper treatment, storage, installation or usage of the product. 6. Stretching, twisting, crushing, pulling or otherwise damaging cables, connectors or accessories. 7. Cosmetic damage that does not affect the normal operation of the product. 8. Damage resulting from misuse, neglect, modification, unauthorised repair attempts or use contrary to the manufacturer's instructions. 9. Normal wear and tear arising from ordinary use of the product. 10. Consumable items unless a manufacturing defect is present.
  
  Tempered Glass Screen Protectors
  
  Tempered glass screen protectors are non-refundable if the protective plastic film has been removed from the glass.
  
  Bubbles beneath a tempered glass screen protector are generally caused by incorrect application, dust, grease, scratches, cracks or other pre-existing conditions on the device screen and are therefore not covered by the warranty.
  
  Tempered glass screen protectors are specifically designed to absorb impacts and break in order to protect the device screen beneath them. Once a tempered glass screen protector has cracked, chipped or broken, it will be deemed to have fulfilled its intended purpose and is not covered by the warranty.
  
  Making a Warranty Claim
  
  To make a warranty claim, please contact us using the telephone numbers, email address or other contact methods provided at the top of this page before returning any products.
  
  We will review the information provided and advise you of the next steps, including any testing requirements, return instructions, collection arrangements, return address details or other information required to process the claim.
  
  Where a warranty claim is accepted following inspection and testing, we will normally reimburse reasonable return postage costs incurred by you. In appropriate cases, particularly for higher-value items, we may arrange collection of the product on your behalf.
  
  Where a product is found not to be faulty, any return postage, collection charges or other costs incurred in returning the product may not be reimbursed.
  
  Warranty Remedies
  
  Where a valid warranty claim is accepted, we will normally provide a replacement product of the same model.
  
  If the same model is no longer available, discontinued, out of stock, or otherwise unavailable, we may offer a similar product of equal or greater value and comparable functionality.
  
  If you do not wish to accept the alternative product offered, we may, at our discretion, offer a full or partial refund, taking into account the age, condition and use of the original product.
  
  For warranty claims made more than 60 days after the delivery date, replacement of the product will normally be the primary remedy offered where a valid warranty claim is accepted.
  
  
  Manufacturer Warranty - Products Covered by a Manufacturer Warranty
  
  Some products may be supplied with a manufacturer warranty in addition to, or instead of, the SureLookIT.com Warranty described above.
  
  Where a manufacturer warranty applies, warranty claims may be handled directly by the manufacturer, through an authorised repair centre, through SureLookIT.com, or through another party designated by the manufacturer.
  
  The duration, coverage, exclusions, remedies and claim procedures for manufacturer warranties vary between manufacturers and products. Customers should refer to the warranty documentation supplied with the product or contact the manufacturer directly for full details.
  
  Where a manufacturer warranty is available, the manufacturer may choose to repair the product, replace the product, replace a component, provide a refurbished replacement, provide an equivalent replacement product, or offer another remedy in accordance with their warranty terms.
  
  Nothing in this section affects any statutory rights that may apply under consumer protection legislation.

• Please do not return any products without contacting us first and obtaining return instructions where required.
  
  For products with a purchase price exceeding €100 per item, we may require that a collection is arranged by us or on our behalf. In such cases, return instructions will be provided when your return request, withdrawal request, fault report or warranty claim is reviewed.
  
  For products with a purchase price of €100 or less per item, you may be asked to return the product using a tracked delivery service. We strongly recommend retaining proof of postage and any tracking information until your return has been processed.
  
  Where a customer is responsible for arranging the return shipment, we strongly recommend using a tracked delivery service and retaining proof of postage and tracking information until the return has been processed.
  
  We are not responsible for returns arranged by the customer that are lost in transit, sent to an address other than the address provided by us, or returned without sufficient information to identify the order. To help us process your return, please include your order number, packing slip or other identifying information within the parcel where available.
  
  Where a return relates to a product that is faulty, not as described, supplied incorrectly or damaged in transit, we may refund reasonable return postage costs where the claim is accepted following inspection and testing.
  
  Return postage refunds may be issued by bank transfer, PayPal, store voucher or another reasonable method agreed between us.
  
  Unless otherwise agreed in advance, reimbursement of return postage costs will normally be limited to €6.99 for BCS Express or €3.99 for DPD services.
  
  Where we arrange a collection on your behalf and the returned product is subsequently found not to be faulty, not damaged in transit, not supplied incorrectly, or otherwise not eligible for a postage reimbursement, the collection cost may be deducted from any refund due under the voluntary 60-Day Return Policy.
  
  If a warranty claim, fault claim, damage claim or other return request is rejected following inspection and testing, any return postage costs incurred by you will not be reimbursed.

• Certain products may not be eligible for return, including custom-made products, special-order products, personalised products, products manufactured or sourced specifically for a customer, and any other products clearly identified as non-returnable on the product page or at the time of purchase.
  
  For hygiene and health protection reasons, we cannot accept returns of in-ear earphones, earbuds, in-ear monitors or similar products once the sealed packaging has been opened, unless the product is faulty, damaged in transit, supplied incorrectly or where otherwise required by law.
  
  Where a product is identified as non-returnable, this restriction does not affect any rights you may have in relation to faulty products, products supplied incorrectly, products damaged in transit, warranty claims or any statutory rights that may apply under consumer protection legislation.
  
  If you are unsure whether a product is eligible for return, please contact us before placing your order and we will be happy to advise.

• We do not normally offer direct exchanges.
  
  The fastest way to obtain the product you want is to place a new order for the desired item and then submit a return request for the item you no longer require.
  
  If the returned product is received and accepted in accordance with the applicable return policy, withdrawal procedure, warranty process or other return terms described above, any refund due will be processed in accordance with those terms.
  
  Please note that acceptance of a return does not guarantee a full refund, as deductions, fees, reductions in value or other conditions may apply depending on the circumstances of the return and the policy under which the return is being processed.

• We will notify you once we have received and inspected your return and will let you know whether your refund request has been approved, approved with deductions, partially approved or rejected where an exemption or other lawful basis applies.
  
  Where a refund relates to the statutory 14-Day Right of Withdrawal, refunds will be processed in accordance with applicable consumer protection legislation. We may withhold reimbursement until the returned goods have been received or until evidence of their return has been provided, whichever occurs first.
  
  For returns processed under our voluntary 60-Day Return Policy, refunds for amounts under €100 will normally be processed within 10 working days of the returned product being received and inspected.
  
  For returns processed under our voluntary 60-Day Return Policy with a refund value of €100 or more, refunds may take up to 30 working days to be processed and issued.
  
  Depending on your payment provider, additional time may be required for the refunded funds to appear in your account after the refund has been processed.
  
  Where deductions, reductions in value, collection charges, transaction fees, missing accessories, missing documentation, damaged packaging, signs of use or other adjustments are being assessed, additional processing time may be required.
  
  Please note that submitting a withdrawal request, return request, fault claim or warranty claim does not automatically guarantee that a full refund will be issued. All returned products are subject to inspection and assessment in accordance with the applicable terms and conditions described elsewhere on this page. Where permitted by law, deductions for diminished value, missing items, damaged packaging, collection costs, transaction fees or other applicable charges may be applied.
  
  If your refund is approved, any refund due will be issued in accordance with the terms of the applicable return policy, withdrawal procedure, warranty process or other return terms described above.

• Please do not return any products without contacting us first.
  
  To start a return, fault report or warranty claim, please contact us using the relevant contact details provided on this page.
  
  To exercise your statutory 14-Day Right of Withdrawal, please use the blue button labelled "Exercise Your Right of Withdrawal" and complete the withdrawal request form before returning any products.
  
  We will review your request and provide the appropriate return instructions, collection arrangements (where applicable), return address and any other information required to process your request.
  
  Please ensure that you quote your order number when contacting us.

• (The Law) - Right of Withdrawal - Returns from EU residents will be refunded in full, including delivery fees, upon request if you exercise this right and return your items to us within 14 days from the date of delivery, as shown on the BCS, DPD or An Post tracking website.
  
  To exercise your right of withdrawal, you must clearly inform us of your decision to withdraw from the purchase in writing by clicking the blue button below labelled "Exercise Your Right of Withdrawal". You must do this before returning your items.
  
  After exercising your right of withdrawal, you will receive a confirmation email and we will be in touch by phone to arrange collection.
  
  If you only return some of the items purchased, a proportion of the delivery fee will be refunded upon request. For example, if you ordered and received two items together but only return one item, 50% of the delivery fee will be refunded upon request.
  
  Products must be returned in their original product packaging and in a condition consistent with inspection and testing only. You are permitted to inspect and test the product to establish its nature, characteristics and functioning, but you are not permitted to use it beyond what is reasonably necessary to do so.
  
  Where a product is returned with damaged packaging, broken factory seals, signs of use, activated software licences, activated operating system licences, activated warranties, missing accessories, missing documentation or other indications that the product is no longer in its original condition, we reserve the right to assess any reduction in the value of the goods and make an appropriate deduction from any refund where permitted by law.
  
  If you would like to discuss your particular circumstances, please contact us and we will review your case on an individual basis.
  
  Please be aware that the 14-day Right of Withdrawal, also known as the Cooling-Off Period, applies to B2C (Business to Consumer) orders only and does not apply to B2B (Business to Business) orders.
  
  For B2B orders, products ordered in error cannot normally be returned. However, please contact us and we will review your case on an individual basis.

• (The Real World) - Right to withdrawal - Although you have this right of withdrawal, please bear in mind that if you have changed your mind or ordered the wrong product, that was your mistake, not ours. You would be helping our Irish business if you think carefully before exercising your 14-day right of withdrawal.
  
  We are competing against huge online retailers, and your 14-day right of withdrawal makes life very difficult for small local Irish-owned businesses such as ours. For low-value items, we do not mind you returning them for any reason. However, for high-value items such as laptops, phones, TVs and similar products, regardless of your right of withdrawal, we as a business do not have the same rights when it comes to returning products to our suppliers.
  
  If you return a €1,500 laptop to us by exercising your 14-day right of withdrawal, our supplier will not take it back unless it is completely unopened, untested, unused and unmarked. Therefore, if you send that €1,500 laptop back to us, we cannot return it to the supplier. We have to keep it, and we cannot resell it as new because you have opened it and turned it on.
  
  This is where this law becomes a huge problem for small local Irish businesses. If you send it back in anything less than off-the-shelf condition, we may suffer a significant loss in the value of that product. On occasion, we may be able to recover some of the value of the item, but even then we can lose half the value of the device. In the example above, if we paid €1,500 for the laptop and can only sell it as used, we could lose hundreds of euro, and in some cases around half the value of the product.
  
  The law might seem great for consumers, but it is not great for Irish businesses. If laws such as this continue to place increasing burdens on small businesses, they will ultimately force more Irish businesses to close down.

Exercise Your Right of Withdrawal