Refunds & Returns

Last updated 25 September 2026. This page describes how this shop works in plain English. If anything here is unclear, ask us before you order.

Thank you for shopping with us. If you are not completely happy with your purchase, we are here to help.

15 days from delivery to change your mind

Irish and EU law give you 14 days from the day your order is delivered to cancel an online purchase, without giving a reason. That right comes from the Consumer Rights Act 2022, which gives effect in Ireland to the EU Consumer Rights Directive (2011/83/EU). We give you 15 days from delivery, on the same terms. If your order arrives in more than one parcel, the days run from the day the last parcel arrives.

The reason does not matter. You may have found a better price, changed your mind, ordered the wrong item, or found that it does not fit or that you no longer need it.

How to cancel and send goods back

• Tell us within 15 days of delivery. Email theteam@customersupport.care with your order number and the items you are sending back. You can use the cancellation form at the bottom of this page, but you do not have to.
• Send the goods back within 14 days of telling us. We will reply with the return address: goods go back to the warehouse your order was sent from. A tracked service protects you if a parcel goes missing, so please send us the tracking details once it is posted.
• Keep your receipt, order confirmation or other proof that you bought from this website. We cannot accept returns of goods bought from other retailers.

Please send the goods back in their original packaging if you still have it, packed so they arrive undamaged. You are free to open and check the goods, as you would in a shop. If they have been used or handled more than that, for example used on a lawn or fixed into the ground, we can reduce the refund by the loss in value.

You pay the cost of sending the goods back when you change your mind. Levelling rakes and lengths of edging are long and heavy, so this can cost more than a small parcel. If you are unsure about a size or a quantity, email us before you order and we will help you work it out.

Refunds

Your refund covers the price you paid for the goods and the standard delivery charge on your order. If you chose Express Delivery, the extra you paid over standard delivery is not refunded. Nothing is charged for handling, restocking or cancelling.

We process your refund within 24 to 48 hours of receiving the goods back, and always within 14 days of the day you told us you were cancelling. We can wait until the goods reach us, or until you show us proof that you have sent them, whichever comes first. The refund goes back the way you paid, to your card or your PayPal account, or we can hold it as credit against a future order if you ask us to. Card providers and PayPal usually take a few more working days to show it on your statement.

Cancelling before your order ships

You can cancel any order free of charge until it ships. If your order has been paid and you need to change or cancel it, contact us within 12 hours at theteam@customersupport.care with your order number, because orders are handled within 24 to 48 hours of ordering. If your order has already shipped we cannot stop it, but you can still cancel under the 15 days above once it arrives.

If we cancel your order ourselves, for example because an item is out of stock, you get a full refund.

Damaged, incorrect or missing orders

This applies to everything we sell, separately from the 15 days above, and costs you nothing.

• Damaged items or missing parts. If a product arrives damaged, or with parts missing, please tell us straight away.
• Incorrect item sent. If you receive something different from what you ordered, please tell us straight away.
• Order not received. If your order does not arrive, please tell us straight away.

Email theteam@customersupport.care with your order number. Photographs of the item and the packaging help us take it up with the courier, so they speed things along, but they are not a condition of your rights. We put it right with a replacement or a refund, and we pay any return postage.

Faulty or not as described

Nothing on this page limits your rights here. Under the Consumer Rights Act 2022, the goods we sell you must match their description, be fit for their purpose and be of the quality you can reasonably expect. If they are not, you are entitled to have them repaired or replaced, and in some cases to a price reduction or a full refund. Within 30 days of delivery you can reject faulty goods outright for a full refund. We pay the cost of returning faulty goods.

Cancellation form

You can copy this form into an email if you find it useful. Any clear statement that you are cancelling works just as well.

To: Lawn Level Company Ireland (Caruso Consulting Co Ltd), 232 Harold's Cross Rd, Terenure, Dublin D6W N923, Ireland, theteam@customersupport.care

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: [list the items]

Ordered on [date] / received on [date]
Order number: [number]
Name: [your name]
Address: [your address]
Date: [date]

Questions and complaints

Our customer support inbox is open around the clock, and we do our very best to reply to support emails within 24 hours. If you have a question about this returns and refunds policy, email caseresolution@customersupport.care.

If you are unhappy with how we have handled a return, see our complaints handling policy. The Competition and Consumer Protection Commission gives free information about your consumer rights at ccpc.ie. Nothing on this page limits your rights under the Consumer Rights Act 2022.