Refund policy
Last updated: 29 August 2026
Our 30-Day Money-Back Guarantee
We want you to feel completely confident ordering from us.
Every order is covered by a 30-day money-back guarantee. On refunds up to €125, you keep the item — no return, no postage, no forms.
Simply email us within 30 days of delivery and we will refund you.
This guarantee is something we offer voluntarily, in addition to the rights you already have under EU and Irish consumer law. It does not replace or limit those rights, which are set out in full below.
1. How Refunds Work
Refunds of €125 or less
Email us within 30 days of delivery and we will refund you in full. You keep the item. There is nothing to send back and nothing to pay.
Refunds over €125
Please return the items to our Irish returns address at your own cost. We will refund you once we receive them, or once you send us proof of postage — whichever comes first.
Faulty, damaged, or not what you ordered
Email us with photographs and we will refund or replace the item in full, at any order value, at no cost to you. No return is required.
Fair use. The keep-the-item option applies to a maximum of two refunds per customer in any 12-month period. Beyond that, we will ask you to return items to our Irish address before we issue a refund. This exists solely to prevent abuse and does not affect your statutory right to cancel described in Section 3.
To start any refund, email support@bailecollection.com with your order number and a short note about the issue. We aim to reply within one business day.
2. Faulty, Damaged or Incorrect Items
If something arrives damaged, faulty, or is not what you ordered, that is on us — always, at any order value.
Email support@bailecollection.com with your order number, a description of the problem, and clear photographs. We will arrange a full refund or a replacement, whichever you prefer. You will never be asked to pay return postage on a faulty or incorrect item.
Please get in touch as soon as you notice a problem — ideally within 48 hours for damage in transit, as it helps us raise the issue with the carrier. This is a request, not a deadline: it does not affect or limit your statutory rights in respect of faulty goods.
Your two-year legal guarantee. Separately from everything above, under the Consumer Rights Act 2022 and EU consumer law, goods must be as described, fit for purpose and of satisfactory quality. If a fault appears within two years of delivery, you are entitled to a remedy — repair, replacement, price reduction or refund, depending on the circumstances. This right is automatic, free of charge, and applies regardless of our guarantee or any time limit stated elsewhere in this policy.
3. Your Legal Right to Cancel (14-Day Cooling-Off Period)
This section sets out your rights under law. They apply automatically and we cannot reduce them. Our 30-day guarantee above sits on top of these rights.
Your right. You have the right to cancel your order within 14 days without giving any reason.
When the period starts. The cancellation period expires 14 days after the day on which you — or someone you nominate, other than the carrier — take physical possession of the goods. If your order arrives in more than one delivery, the period runs from the day you receive the last item.
How to cancel. Tell us by a clear statement before the 14 days are up. Email support@bailecollection.com with your order number, or use the model withdrawal form at the end of this policy. The form is optional — an email is enough.
Returning the goods. If you cancel under this right and we ask for the goods back, you must send them without undue delay and no later than 14 days from the day you told us. You are responsible for the direct cost of return postage. We recommend a tracked service, as we cannot take responsibility for items lost on the way back to us.
In practice, if your refund is €125 or less we will not ask you to return anything — see Section 1.
Handling the goods. You may examine the goods as you would in a shop. You are only liable for any reduction in their value resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
Your refund. We will refund all payments received from you, including the cost of standard outbound delivery, no later than 14 days after the day you tell us you are cancelling. If you chose a premium or expedited delivery option, we refund the standard delivery cost rather than the upgrade. Where a return has been requested, we may withhold the refund until we receive the goods or you supply proof of postage, whichever is earlier.
Refunds are always issued to your original payment method, and you will never be charged a fee for a refund. If you paid using Klarna or a similar buy-now-pay-later service, we return the funds to that provider and they will update or cancel your payment plan accordingly.
4. Cancelling Before Your Order Ships
If you change your mind before dispatch, email us within 12 hours of ordering and we will stop the order where we can. Once an order has entered fulfilment we may not be able to intercept it — but your 14-day right to cancel after delivery still applies in full.
5. Items Exempt from the Right to Cancel
A small number of goods are exempt from the 14-day cooling-off period under consumer law, including goods made to your specifications or clearly personalised, and sealed goods that cannot be returned for health or hygiene reasons once unsealed. Where an exemption applies to a product, we will tell you clearly before you place your order.
6. Customs, VAT and Import Charges — We Pay Them
Your order ships from outside the European Union, but you will not be asked to pay anything when it arrives. Import VAT and any customs duty are paid by us before your parcel reaches you, and are already accounted for in the price you see at checkout. There is no customs bill, no clearance fee and no handling charge for you to settle.
Because you never pay import charges, there is nothing for us to deduct from a refund on that account. If we refund you, we refund the full amount you paid us.
If a carrier ever contacts you asking for payment on one of our parcels, do not assume it is correct and do not ignore it. Email support@bailecollection.com with your order number and a photograph or screenshot of the notice. We will take it up with the carrier directly where we can. If you have already paid the charge, we will reimburse you in full, including any handling fee — separately from, and in addition to, any refund on the goods themselves.
If a parcel is returned to the sender for any reason and your order is therefore not delivered, contact us and we will refund you in full.
7. Contact Us
Email: support@bailecollection.com
Contact form: bailecollection.com/pages/contact
Support hours: Monday to Friday, 9:00–17:00 (Irish time). We aim to reply to all emails within one business day.
Trader: Baile Collection
Business address: Apartment 36, Kiltipper Gate, Dublin 24, D24 CN18, Ireland
Returns address (orders over €125 only): Apartment 36, Kiltipper Gate, Dublin 24, D24 CN18, Ireland
Please contact us before sending anything back, so we can confirm the correct address and match your parcel to your order.
Appendix — Model Withdrawal Form
You only need to use this form if you wish to withdraw from the contract. An email is equally valid.
To: Baile Collection, Apartment 36, Kiltipper Gate, Dublin 24, D24 CN18, Ireland — support@bailecollection.com
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
Ordered on / received on: ______________________
Order number: ______________________
Name of consumer(s): ______________________
Address of consumer(s): ______________________
Signature of consumer(s) (only if this form is notified on paper): ______________________
Date: ______________________