Refunds and returns
What to do if something is wrong with your order.
Last updated: 8 August 2026
Draft for owner and solicitor review before launch. Consumer rights around food and perishable goods have specific rules; this page has not been reviewed by a legal professional and is not legal advice.
If something is wrong, tell us
Message us on WhatsApp or email carlowtropical@gmail.com with your order reference and, if you can, a photo. We would rather sort it out quickly than have you out of pocket.
Faulty, damaged or not as described
If an item is faulty, damaged, past its date on the day you collect it, or not what was described, you are entitled to a refund, replacement or repair under Irish consumer law. Tell us as soon as you notice — for chilled and frozen items, the same day if possible.
Items we cannot take back
Because we sell food, some items cannot be returned once they have left the shop unless they are faulty:
- Fresh, chilled and frozen food, once it has left our temperature control.
- Items sealed for health or hygiene reasons, if the seal has been broken.
- Anything that has been opened or partly used, unless the fault is what made you open it.
This does not affect your rights if the item was faulty when you got it.
Changed your mind
Because you collect in store and inspect your order before you take it away, the online 14-day cooling-off period does not apply in the way it would for a delivered parcel. That said: if you have not collected yet, or you are at the counter and something is not right, tell us and we will cancel that item and refund it.
Orders you never collected
We hold paid orders for five days. If you have not collected within that time we may return non-perishable items to stock and refund you for them. Perishable items may not be refundable once they have spoiled — please tell us if you are delayed and we will do what we can.
How refunds are paid
Refunds go back to the card you paid with, through SumUp. We process them as soon as we have agreed the refund with you; how quickly it appears on your statement is up to your bank, typically within a few working days.
If an item was unavailable when we put your order together, we refund that item and tell you — you do not need to chase us.