MasterTherm Ireland — Returns & Cancellations Policy

Last updated: [today’s date]

This Policy sets out how we generally handle returns and cancellations while respecting your statutory consumer rights in Ireland and the EU. Nothing here limits those rights.

1) Change-of-Mind (distance & off-premises sales)

If you purchased without visiting our premises (for example, online or by phone), you may cancel within 14 calendar days (“cooling-off period”) from delivery of the goods, or from the day the services contract was concluded. You don’t need to give a reason.

  • How to cancel: tell us clearly (email or letter) within the cooling-off period. We’ll acknowledge on a durable medium. 

  • Returning goods: send them back within 14 days of cancelling. Unless we’ve said otherwise, you cover the direct cost of return; we may arrange collection where appropriate (e.g., items that cannot normally be returned by post). Please take reasonable care of goods while in your possession. 

  • Refunds: once we’re informed of your cancellation, we’ll refund without undue delay and no later than 14 days. For goods, we may wait until we receive them back (or proof of return). Refunds use your original payment method unless agreed otherwise. If you chose non-standard delivery, we refund up to the standard option. We may make a deduction for any diminished value from handling beyond what’s necessary to examine the goods. 

Cooling-off exclusions (illustrative, not exhaustive): custom-made or clearly personalised goods; goods that by nature are inseparably mixed after delivery; sealed goods not suitable for return for health/hygiene reasons once unsealed; services fully performed with your prior express consent and acknowledgement of losing the right to cancel; and certain other categories set out in law. 

Note: Many heating systems and components are configured or installed for a specific property. Where goods are custom-specified or become inseparably integrated as part of an installation, the cooling-off right may not apply.

2) Faults, defects or non-conformity

Your legal remedies include repair or replacement free of charge, within a reasonable time, and without significant inconvenience. If that’s not possible or fails, you may be entitled to a price reduction or a refund (including a short-term right to terminate in certain cases). If installation is required to enable use of the goods, the 30-day “short-term” right runs from completion of installation.

  • We cover the reasonable costs of returning faulty goods and will reimburse within the statutory timeframes. 

  • There is a presumption in your favour for issues arising within the first year, and you have up to six years to bring a case under Irish law (what’s “reasonable” depends on the type of product and expected lifespan). 

3) Services (surveys, installation, commissioning)

If you ask us to begin services within the 14-day cooling-off period, you agree we may charge a proportionate amount for services provided up to cancellation. Once services are fully performed with your express request and acknowledgement, the cooling-off right no longer applies. 

4) Returns process (practical steps)

  1. Contact: Email info@mastertherm.ie with your order number, address, and whether it’s a cancellation or a fault.

  2. Condition: Keep items (where possible) in a condition allowing safe transport and assessment.

  3. Collection/return: We’ll advise whether to return, or we’ll arrange collection where required by law or appropriate for the item. 

  4. Outcome: We’ll confirm the applicable remedy (repair, replacement, refund, or price reduction) in line with your statutory rights.

5) What this Policy covers

  • Consumers in the Republic of Ireland purchasing directly from MasterTherm Ireland.

  • Business customers (B2B) have separate terms.

6) Statutory rights not affected

This Policy sits alongside, and does not reduce, your rights under the Consumer Rights Act 2022 and the EU Consumer Rights rules, including information duties, cancellation rights, and remedies for non-conformity.