In the event that an item is damaged during the shipping process feel free to contact us at customercare@thepaddybox.com and we will be happy to help you with any issues. Any damaged goods would need to be reported to us within 14 days of receipt of the package.

In the event a package is not delivered, this must be reported to us within 30 days of the expected delivery date. Any reports made after the 30 days will not be subject to a refund or replacement. 

Although we try to ensure all our prices displayed on our website are accurate, errors may sometimes occur. If we discover an error in the price of an item you have ordered we will contact you as soon as possible. You will be able to reconfirm your order at the correct price or be given a full refund of the price you paid. If we are unable to contact you, we will treat your order in respect of the incorrectly priced item as cancelled.

Please contact us on customercare@thepaddybox.com if you have any other queries in relation to refunds.

Evidence of any damaged item would need to be sent to The Paddy Box via email in order for a full investigation to take place. All boxes are subject to changes without warning and in the event that an item is not available, a substitute of the same value or more will be incorporated into the box.

INCORRECT DELIVERY ADDRESS / UNDELIVERABLE PARCEL

It is the responsibility of the customer to ensure that all delivery details provided at the time of purchase are accurate and complete, including the recipient’s full address, native contact number, and any required customs information (if applicable).

If a parcel is returned to us the following will apply:

A re-delivery fee will be charged, including:

• Applicable shipping costs
• A €10 administration fee

In circumstances where a parcel cannot be returned to us (including, but not limited to,  shipments that are abandoned or destroyed by the courier or customs authorities), no refund or replacement will be issued.

A parcel may be considered undeliverable or abandoned due to reasons including, but not limited to:

• Incorrect or incomplete address details
• Invalid or non-local contact phone number
• Recipient no longer residing at the address provided
• Failure to provide required customs information
• Failure to engage with customs authorities or courier requests
• Failure to collect the parcel from a designated collection point within the required timeframe

In such cases, The Paddy Box is not liable for the loss of the parcel, and no refund or replacement will be provided.

Withdrawal Form

EU customers may have the right to withdraw from an eligible purchase within the 14 day cooling off period.

Please contact us using this form. Include your order number and the email details used at checkout so we can locate your order details.

Once your request has been submitted, you will receive confirmation by email. 

This request does not automatically cancel, return or refund your order. your request will be reviewed and processed in-line with our refund policy and applicable consumer rights requirements.

If you have a general question of need assistance please contact us at customercare@thepaddybox.com or on (01) 850 5093.

Returns, Refunds & EU Right of Withdrawal Policy

At The Paddy Box, we want every order to arrive safely, correctly and in the condition expected. Because many of our products are food gifts, customised hampers, personalised gifts, perishable or hygiene-sensitive items, different return rules apply depending on the product ordered and the reason for return.

This policy does not affect your statutory rights where goods are faulty, damaged, misdescribed or not supplied as agreed.

1. Faulty, damaged or incorrect goods

If your order arrives damaged, faulty, incorrect, incomplete or not as described, please contact us as soon as possible with your order number and clear photographs of the issue, including the outer packaging where relevant.

Where goods are faulty, damaged, misdescribed or supplied incorrectly, we will deal with the issue in accordance with your statutory rights. Depending on the circumstances, this may include a replacement, repair, refund, partial refund or another appropriate remedy.

The exclusions in this policy for personalised, perishable, food, hygiene-sensitive or sealed goods do not limit your rights where goods are faulty, damaged, misdescribed or supplied incorrectly.

2. Change-of-mind returns and the EU/Irish right of withdrawal

If you are a consumer in Ireland or the European Union and you buy goods from us online, you may have a legal right to cancel your order within 14 days without giving a reason. This is sometimes called the “cooling-off period” or the “right of withdrawal”.

For goods, this 14-day period usually starts on the day you, or someone nominated by you other than the carrier, physically receives the goods. Where an order is delivered in separate deliveries, the period may start when the final item is received.

To exercise a right of withdrawal where it applies, you must tell us clearly within the 14-day cancellation period that you wish to cancel. You may do this by using our online withdrawal/cancellation function where available, or by contacting us using the contact details provided on our website.

You do not need to return the goods to us within the first 14-day cancellation period. However, once you have told us that you are cancelling, you must send the goods back to us without undue delay and no later than 14 days from the date you told us you wished to cancel.

3. Orders already dispatched or in transit

If your order has not yet been packed or dispatched, we will try to cancel it before it leaves us.

If your order has already been packed, dispatched or is in transit, it may not be possible for us to stop delivery. In that case, where a right of withdrawal applies, you must wait until the goods are delivered and then return them to us in accordance with this policy.

We may withhold any refund until we have received the goods back or until you have supplied evidence that you have sent the goods back, whichever is earlier, unless we have offered to collect the goods.

4. Products that cannot be returned for change of mind

Because of the nature of many products sold by The Paddy Box, the right of withdrawal and change-of-mind returns do not apply to certain goods.

Unless the goods are faulty, damaged, misdescribed or supplied incorrectly, we do not accept change-of-mind returns or cancellations for:

A. Customised, personalised or made-to-order boxes

This includes, but is not limited to:

• Custom Boxes or build-your-own boxes;
• hampers or gift boxes assembled according to your selected products;
• boxes containing a personalised message, card, note or greeting;
• products or packaging personalised with names, wording, images or other customer-specific details;
• any order made up, adapted or assembled specifically to your instructions.

These goods are made to your specifications or clearly personalised and therefore are not eligible for cancellation or return for change of mind once the order has been prepared, packed or dispatched.

B. Perishable or short-dated goods

We do not accept change-of-mind returns for goods that are liable to deteriorate or expire rapidly. This includes perishable food, fresh food, chilled goods, short-dated goods, goods with a short “use by” date, or any food item that, by its nature, cannot reasonably be resold after dispatch and return.

C. Sealed food, hygiene-sensitive and tamper-sensitive goods once opened

We do not accept change-of-mind returns for sealed goods that are not suitable for return for health protection, hygiene, food safety or tamper-protection reasons once they have been unsealed after delivery.

This includes, but is not limited to:

• food products where the product packaging has been opened, damaged, unsealed or tampered with;
• hampers, gift boxes or food boxes where the tamper seal, outer seal or protective packaging has been opened, broken, removed or damaged;
• goods where we cannot verify that the food items have remained sealed, complete, uncontaminated and suitable for resale;
• goods that have been handled, stored or returned in a way that may compromise food safety, hygiene, freshness or resale condition.

5. Standard non-personalised goods that may be eligible for return

Where a product is not personalised, not made to order, not perishable or short-dated, not unsuitable for return for health or hygiene reasons, and not otherwise excluded under this policy, you may return it under the statutory right of withdrawal if:

• you notify us within 14 days of receiving the goods;
• you return the goods within 14 days of notifying us that you wish to cancel;
• the goods are complete, unopened, unused and in their original packaging;
• all food packaging, seals, tamper-evident packaging and protective packaging remain intact;
• the goods are returned in a condition suitable for resale;
• you include your order details with the return.

You are responsible for ensuring the goods are packaged safely and returned to us in good condition.

6. Return shipping costs

Unless the goods are faulty, damaged, misdescribed or supplied incorrectly, you are responsible for the direct cost of returning the goods to us.

For international orders, return shipping costs, customs charges, duties, taxes, courier fees or other return-related costs are your responsibility unless we have agreed otherwise in writing or unless the return is due to our error.

We recommend using a tracked and insured return service. We are not responsible for returned goods that are lost, delayed, damaged, spoiled, opened, seized by customs or otherwise compromised in transit.

7. Refunds for eligible change-of-mind returns

Where a valid right of withdrawal applies and the goods are returned in accordance with this policy, we will refund the payments due to you using the original payment method, unless otherwise agreed.

We may deduct from the refund any loss in value caused by handling beyond what is necessary to inspect the goods. For food gifts, hampers and sealed products, this may include deductions where goods, seals, packaging, boxes, food items or protective materials have been opened, damaged, handled excessively, spoiled, contaminated, made incomplete or otherwise rendered unsuitable for resale.

Delivery charges will be refunded only where required by law. Additional delivery costs chosen by you, such as express, premium or international delivery upgrades, may not be refundable except where required by law.

8. Food safety and resale condition

Food items are sensitive products. Once food goods have been dispatched, returned and transported again, we must be able to verify that they remain sealed, complete, uncontaminated, untampered with and suitable for resale.

We reserve the right to refuse a change-of-mind return, or to reduce any refund, where goods are returned in a condition that means they cannot safely or reasonably be resold, including where:

• food packaging has been opened or damaged;
• tamper-evident seals have been broken or removed;
• the hamper or box has been opened in a way that compromises the contents;
• products are missing, substituted or damaged;
• goods have been exposed to heat, moisture, contamination or unsuitable storage conditions;
• goods have been delayed, damaged or compromised during return shipping;
• the return does not comply with this policy.

This does not affect your rights where goods were faulty, damaged, misdescribed or supplied incorrectly when delivered to you.

9. Gifts and recipients

Where an order is sent as a gift, the statutory right of withdrawal, where it applies, belongs to the consumer who purchased the goods. However, we may assist the gift recipient where appropriate and where sufficient order details are provided.

Refunds will normally be made to the original payment method used by the purchaser.

10. How to request a return or cancellation

To request a return, cancellation or withdrawal, please contact us using the details on our website or use our online withdrawal/cancellation function where available.

Please include:

• your order number;
• the purchaser’s name and email address;
• delivery name and address;
• the reason for contacting us;
• photographs if goods are damaged, faulty or incorrect.

We may ask for further information or photographs before confirming the next steps.

11. Important note

Nothing in this policy limits your statutory consumer rights. Where there is a difference between this policy and your mandatory legal rights, your mandatory legal rights will apply.