Exchange and Returns Policy

At Ashbourne & Co., we are committed to providing a secure, transparent shopping experience in compliance with current regulations. This policy is drafted in accordance with the European Consumer Rights Directive (2011/83/EU) and the local legal provisions of the countries we serve.

1. Right of Withdrawal – Returns for Change of Mind

In line with European consumer protection legislation, you have a statutory right to withdraw from the contract:

  • 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 a reason or pay a penalty.

  • Condition for Acceptance: For the return to be accepted, the product must be unused, unwashed, and undamaged. It must be returned in its original packaging with all labels, tags, and accessories intact.

  • Return Costs: Return shipping costs shall be borne by the customer if the return is due to a change of mind.

  • Time Limit: After this 14-day period, we will no longer be able to accept the return or cancellation of the order based on a change of mind.

2. Defective, Damaged, or Non-Conforming Products

We prioritize quality, and all our products are covered by the 2-year legal guarantee of conformity under EU law.

  • Notification Period: If you receive a damaged, defective, or incorrect item, you must contact us within 3 calendar days after receiving your order.

  • Procedure: Send an email to help.ashbourne@gmail.com with the order number and clear photos or videos showing the issue. Our team will analyze your request within two business days.

  • Resolution: If the defect or error is confirmed, you may choose one of the following options, and Ashbourne & Co. will fully cover all return shipping costs:

    • Replacement with the same product (subject to stock availability).

    • Full Refund of the amount paid.

    • Store Credit equivalent to the value of the product.

3. Products Not Eligible for Return or Exchange

In accordance with European and local legislation, certain items cannot be returned or exchanged due to their nature:

  • Personalized or Made-to-Measure Products (unless defective or damaged).

  • Hygiene or Health Products where the sealed packaging has been opened (for health protection reasons).

  • Products damaged as a result of misuse or negligence after receipt.

4. Refund Timeline and Modalities

  • Processing Time: After we receive and inspect the returned product, the refund will be processed within a maximum of 14 calendar days.

  • Refund Method: The refund will be issued via the same payment method used during the original purchase.

  • Return Shipping Cost Refund: If the return is due to a defect or error on our part (Section 2), the documented return shipping costs will be fully reimbursed along with the product price.

5. Complete Return Procedure

  1. Initiate Contact: You must first contact our team by email at help.ashbourne@gmail.com, providing the order number, the reason for the return (or exchange), and, if necessary, photos illustrating the problem.

  2. Receive Address: After validating your request, you will receive the correct return address and instructions.

  3. Shipping: The product must be carefully packaged with all accessories and labels. You must retain and provide proof of shipment (tracking number/receipt) until confirmation from our side.

  4. Acceptance: Any return made without prior notification to our customer service will not be accepted. In case of loss of the package during the return, Ashbourne & Co. cannot be held responsible if no proof of shipment is provided by the customer.

6. Contact Information

For any questions regarding this policy or your order, our team is available by email:

  • Email: help.ashbourne@gmail.com

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