Refund policy
We want you to be happy with your Hillcraft order. As many of our products are personalised or made specifically for each customer, different return rules apply depending on the type of product purchased.
Nothing in this policy affects your statutory consumer rights.
Personalised & Made-to-Order Products
Most Hillcraft products are personalised, made to order, or produced to specifications supplied by the customer.
This includes products featuring personalised text, photographs, logos, custom designs or other customer-selected details.
Because these products are made specifically for you, they cannot normally be returned or refunded simply because you change your mind.
If you need to cancel or change a personalised order, please contact us as soon as possible at info@hillcraft.ie.
If production has not yet begun, we will normally be happy to cancel the order or make reasonable changes where possible. Once production has started, cancellation or changes may no longer be possible.
This does not affect your rights if the product is faulty, damaged, incorrectly supplied or does not conform to what was ordered.
Bespoke Custom Trophies
Hillcraft Custom Trophies are individually created from the description and reference material supplied by the customer.
This service is offered as a creative interpretation of your brief rather than an exact replica service. Differences in pose, proportions, fine details, styling or other aspects that arise naturally from this bespoke process are not, by themselves, grounds for a change-of-mind return.
Custom Trophy orders do not include design previews, proofs or revision rounds unless specifically agreed otherwise before ordering.
This does not affect your statutory rights if the finished product is faulty, damaged or materially different from the service and product described when you placed your order.
Non-Personalised Products
For eligible non-personalised goods purchased online, you may have the right to cancel your order within 14 days of receiving the goods without giving a reason.
To exercise this right, contact info@hillcraft.ie within the 14-day cancellation period and clearly state that you wish to cancel your order.
You must then return the goods within 14 days of notifying us of the cancellation.
Unless the goods are faulty or incorrectly supplied, the customer is responsible for the direct cost of returning them.
Returned goods should be kept in good condition. You may be responsible for any reduction in value caused by handling beyond what is reasonably necessary to examine the product.
Please contact us before returning an item so that we can provide the correct return instructions.
Return address: 9 Morgan Street, Waterford, X91 ER8Y, Ireland
Refunds for Cancelled Non-Personalised Orders
Where the statutory cancellation right applies, we will refund the amount paid for the goods together with the cost of our least expensive standard delivery option.
Any additional amount paid for an upgraded or express delivery service is not refundable beyond the cost of our standard delivery option.
Refunds will be made using the original payment method unless otherwise agreed.
We may withhold the refund until we have received the returned goods or you provide evidence that they have been sent back, whichever occurs first.
Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged, incorrectly personalised by Hillcraft, or otherwise does not conform to your order, please contact us at info@hillcraft.ie.
Please include:
- Your order number
- A brief description of the problem
- Photographs showing the issue where useful
We will assess the problem and arrange the appropriate remedy in accordance with your consumer rights.
If a fault is reported within 30 days of receiving the product, Irish consumer law may give you the right to reject the product and receive a full refund. You may choose a repair or replacement instead if you prefer.
After the first 30 days, you may be entitled to a repair or replacement, and in certain circumstances a price reduction or refund.
Where goods are confirmed to be faulty, damaged or incorrectly supplied, you will not be required to bear reasonable return costs.
Please contact us before sending anything back so that we can arrange the appropriate return or replacement process.
Personalisation Errors
Please check all names, dates, wording, photographs and other personalisation details carefully before placing your order.
If Hillcraft makes an error when producing the personalisation you supplied, we will put it right.
However, we cannot normally offer a refund or replacement where an item has been correctly produced using incorrect spelling, dates, photographs, wording or other information supplied by the customer.
Damage During Delivery
If an item arrives damaged, please contact info@hillcraft.ie as soon as reasonably possible.
Photographs of the item and packaging can help us investigate damage with the delivery carrier and arrange a replacement, repair or refund where appropriate.
Prompt notification helps us resolve delivery problems quickly, but does not affect your statutory consumer rights.
Refund Processing
Once a refund has been approved, it will be issued to your original payment method unless otherwise agreed.
Banks and payment providers may take additional time to show the refund in your account after it has been processed.
Contact
For returns, cancellations, damaged orders or refund queries, contact:
Hillcraft Limited
This website, hillcraft.ie, is owned and operated by Hillcraft Limited, an Irish-registered company.
Email: info@hillcraft.ie
Please include your order number whenever possible.