Refund and Returns Policy

At Ashbourne & Co., we are committed to providing a safe and transparent shopping experience. If, for any reason, you are not satisfied with your purchase, our Refund and Returns Policy is designed to protect your rights and guarantee your peace of mind, in full compliance with the European Consumer Rights Directive 2011/83/EU.

1. Right of Withdrawal (Cooling-Off Period)

In accordance with European legislation, you have a statutory right to withdraw from the purchase:

  • Withdrawal Period: You have 14 calendar days from the date of receipt of your order to exercise your right of withdrawal, without having to provide any justification and without penalty.

  • How to Exercise: To exercise this right, simply notify us by email at: help.ashbourne@gmail.com, stating your order number and, if you wish, the reason for the return (this is optional, but helps us improve our service).

  • Time Limit: After this 14-day period, we will no longer be able to accept return or cancellation requests, except in the case of a defective or non-conforming product (see Section 5).

2. Conditions for Return

For a return to be accepted, the product must meet the following conditions:

  • Original Condition: The item must be in its original condition, unused, unwashed, and undamaged.

  • Packaging: It must be returned in its original packaging, with all labels, accessories, and promotional materials included.

  • Inspection: The product must not show any signs of wear, misuse, or damage caused by the customer.

Products that do not meet these conditions cannot be refunded and may be returned to the customer at their expense.

3. Return Procedure

To initiate a return:

  1. Contact Us: Contact our customer service team at help.ashbourne@gmail.com with your order number.

  2. Instructions: After validating your request, we will provide you with all necessary instructions and the correct return address.

  3. Shipping: The product must be carefully packaged to prevent damage during transit. You must retain the proof of shipment until our team confirms receipt and inspection.

  4. Inspection & Refund: Once the product is received and verified by our team, we will proceed with the refund according to the terms indicated in Section 4.

4. Refund Timeline and Modalities

  • Processing Time: Once the returned product is received and validated by our team, the refund will be processed within a maximum period of 14 calendar days.

  • Refund Method: The refund will be issued via the same payment method used for the original purchase (e.g., credit card, PayPal, etc.).

  • Return Shipping Costs:

    • Change of Mind: If the return is due to a change of mind (right of withdrawal), the return shipping costs shall remain the responsibility of the customer.

    • Defective/Non-Conforming Product: If the product is defective, damaged, or non-conforming, Ashbourne & Co. will cover all return-related costs.

5. Defective or Non-Conforming Products

All products are covered by the 2-year legal guarantee of conformity under EU law.

  • If you receive a product that is defective or not as described, please contact us within 72 hours of receipt with photographic evidence.

  • We will promptly arrange for the return, replacement, or full refund of the item, and we will cover all associated shipping costs.

6. Customized or Made-to-Measure Products

Products that are customized, personalized, or manufactured specifically to your specifications cannot be returned or refunded, except in the case of a defect or error on our part. We strongly recommend that customers carefully verify all descriptions and measurements before finalizing their purchase.

7. Refusal of Delivery

Upon receiving your order, we advise you to carefully check the condition of the package. You should refuse delivery in the following cases:

  • Open or severely damaged packaging.

  • Visibly damaged product inside.

  • Product clearly not matching the order or missing accessories.

If you accepted the delivery and subsequently notice one of these issues, contact our customer service team within 72 hours of receipt so we can intervene quickly.

8. Order Already Shipped (Cancellation)

If you wish to cancel your order after it has already been shipped, you must wait for delivery and then follow the standard return procedure (Section 3). The refund will be processed after the returned product has been received and validated.

9. Contact Information

For any questions regarding our Refund and Returns Policy or for assistance with an order, our customer service is available at:

Email: help.ashbourne@gmail.com

Hours: Monday to Friday, 9:00 AM to 5:00 PM (Local Time)