Refunds & Returns

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We will never ask for personal information (such as passwords or payment details) in an email, phone call or message. We do not take payments over the phone. If you receive such a request, please do not respond to it. If you have any questions regarding a message or email you received, call our Support team, contact details below.

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Ireland: 083 010 9277 , 083 468 7174

Support Hrs: 10am to 3pm, Monday-Friday. Excluding Irish bank holidays and company holidays.

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Or if you prefer, see the FAQ below

    60-day return policy, which means you have 60 days after receiving your item to request a return.

    If you are returning a product due to change-of-mind or you simply do not want to keep the product, when returning your order/item, you must include the packing slip we sent with your order or a note with your order number inside your return parcel. Product packaging can be opened and the product can be inspected and tested, but the product must not be used and the product packaging must be undamaged, for example in a shop you may try on a dress without removing the labels but you would not be allowed to install software on a laptop, in other words we need to able to re-sell the product as new. If the product packaging is damaged, the product is damaged or there are signs of wear and tear on the product there will be a 50% reduction in your refunded amount.

    Standard Delivery fee - We do not offer a "standard post" delivery option. Our payment processors require a tracked delivery method. AnPost tracked postage service is more expensive than DPD Express delivery.

    DPD Express and Tracked Delivery fee - is non-refundable for "change-of-mind/no longer needed" returns.

    Ireland Customers: If your delivery fee was zero due to your order value being €49 (In Ireland) or higher, €5.99 will be deducted from your refund to cover the lost outbound delivery fee.

    Restocking fee - If you cancel or return your order, there is a 5% restocking fee, this will be deducted from your refund. This applies to all Returns and Cancellations. This does not apply for returns if the item being returned is faulty, if we sent incorrect products or for items damaged in delivery.


    If the product is faulty or not as described you can return it without the packaging, however we would request that you take all reasonable care while opening the packaging so as not to cause any unnecessary damage to it. There is no need to destroy the packaging while opening it, please take care. Please also note that if you determine a product is faulty and return it to us, our technicians will test the product, if the product is functioning for its intended use meaning the product was not compatible with your equipment or purpose, your order will be refunded as a standard "change of mind" return(see above "60 day return policy"), not as a faulty product. This excludes non-returnable(see below) items. If we determine that the product is not faulty and you would like the product sent back to you, you will be required to pay a re-delivery fee of €5.99. If you do not want to pay for re-delivery, as long as the product and packaging is undamaged, we'll refund your order under our standard "60 day return policy"(see above), this excludes non-returnable items(see below). In such case where the item is non-returnable or the product/packaging has been damaged by the user and the product has been deemed "not faulty" by our techinicians and you do not wish to pay for re-delivery fee, your refund will be rejected, we'll hold your product for 30 days incase you change your mind, if we have not heard from you within the 30 days, the product/s will be disposed of and no refund will be provided.

    We are an Irish company. For Irish customers the address for returns is in "Athlone, Westmeath, Ireland" . The precise address depends on your location and is printed on the packing slip included with your order.

    Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. You must also report damaged-on-arrival packaging, this may protect you against a rejection should you choose to return the parcel. When reporting damages, photos are required to be sent to sales@surelookit.com or via Whatsapp.

    Damage reports must be made within 24 hours of DPD's time of delivery taken from the DPD tracking system.

    Not Covered in warranty

    1. Damage caused by the user.

    2. Damage to any ports and connectors caused by the user.

    3. Liquid damage.

    4. Improper treatment and usage, as in stretching, twisting of cables causing damage to the product.

    5. Tempered glass screen protectors are non-refundable if the plastic film has been removed from the glass. Bubbles' under your tempered glass screen protector are either caused by incorrect application of the product by the user or due to pre-exsiting dust, grease, scratches and/or cracks on your device screen and so are not covered by the warranty and are non-refundable. Tempered glass screen protectors are designed to break, instead of your device screen and so once broken are deemed to have "done their job" and are not covered by the warranty and are non-refundable.



    Covered in warranty

    Faults and issues not caused by the user


    To return an item/s you are responsible for return delivery fees. We recommend you use a tracked delivery service that provides a tracking number to return your items to us. Refunds for returns will be rejected if they do not reach us, are lost in the post and you cannot provide us with proof of your returning the order, are sent to the wrong return address(which is clearly stated on the packing slip inside your parcel), or if you do not include the order number inside the parcel.

    Your return postage fee will be refunded if the fault is with us, for example, incorrect item sent, not as described or faulty goods. If you have requested a refund for a faulty product, and that refund is accepted, the return postage fee will be refunded separately to your chosen IBAN, PayPal or in the form of a voucher to use on our website, the choice is yours. The return postage fee will be refunded up to the value of €5.99 only, if your chosen method of return will cost more than this, you can ask us to arrange a DPD collection. Once our technicians test your return item, if is working and not faulty then your return will be treated as a "Change-of-mind / no longer needed" return and in that case €5.99 will be deducted from your refund if you asked us to arrange a DPD collection. If your refund is rejected your return postage fee will not be refunded.

    Certain types of items cannot be returned, custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns of In-ear earphones unless faulty or damaged in delivery due to health and safety as they cannot be resold.


    The fastest way to ensure you get what you want is to make a separate purchase for the new item right away, then return the item you do not want within 60 days, once the return is received and accepted, we'll refund that for you.

    We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 working days.

    To proceed with your return, post your item to our warehouse in "Athlone, Westmeath, Ireland". The full address is on the packing slip included in your parcel. For small items such as phone cases, cables and small adapters, a small envelope with one standard national stamp will be sufficient, make it as thin as possible, so it fits into the Post box. For large items, contact us by phone, email or Whatsapp and we can arrange DPD to collect the parcel from you. If you are returning due to change of mind, you selected the wrong product or no longer needed, all original undamaged product packaging must be included with the unused product, in this case the product must be in resaleable condition, and you are responsible for the delivery and return delivery costs. If the product is faulty or we sent the wrong item, just return the product only, no packaging is required, and we'll refund your delivery and return delivery costs. Include the packing slip in your return, if you don’t, we won't know who to refund.

    (The law) - Right to withdrawal - Returns from EU residents will be refunded in full including delivery fees upon your request, if you notify us and return your items to us within 14 days starting the date of delivery as stated on the DPD tracking website. You can notify us in writing of your wish to exercise your right to withdrawal, either by email (sales@surelookit.com) or by post to our address as stated on the packing slip that was included in your parcel by using the form here or using the contact form here. When returning your order/item, you must include the packing slip we sent with your order or a note with your order number inside your return parcel. You are responsible for return delivery fees in this case. We recommend you use a tracked delivery service that provides a tracking number to return your items to us. Refunds for returns will be rejected if they do not reach us, are lost in the post and you cannot provide us with proof of your returning the order, are sent to the wrong return address(which is clearly stated on the packing slip inside your parcel), or if you do not include the order number inside the parcel. If you only return some of the items purchased, a portion of the delivery fee will be refunded upon your request, for example if you ordered and recieved two items together but only return one item, 50% of your delivery fee will refunded upon your request. Product packaging can be opened and the product can be inspected and tested, but the product must not be used and the product packaging must be undamaged, for example in a shop you may try on a dress without removing the labels but you would not be allowed to install software on a laptop, in other words we need to able to re-sell the product as new. If the product packaging is damaged, the product is damaged or there are signs of wear and tear on the product there will be a 50% reduction in your refunded amount.

    (The real world) - Although you have this Right to withdrawal, please bare in mind regarding delivery fee refunds, if you have changed your mind or you order the wrong product, that was your mistake, not ours. You would be helping out our Irish business if you take responsibility for the delivery fee yourself. We are competing against huge online retailers and this particular law of refunding delivery fees makes life very difficult for small Irish owned businesses such as ours. If that is acceptable to you and if you are happy to go ahead with our standard(whopping) 60 day return policy, please see section "60 Day Returns Policy" at the top of this page.