If you change your mind about an online order, you have 14 days to cancel. If something is faulty, your rights last much longer. Here is how returns and refunds work at phonesbyhugm.ie, in plain English. Nothing here reduces your rights under Irish consumer law.
At a glance
| Situation | What you can do | Who pays return postage |
|---|---|---|
| Changed your mind (online order) | Cancel within 14 days of receiving it, for a refund | You do |
| Faulty or not as described, within 30 days | Return it for a full refund | We do |
| Faulty or not as described, after 30 days | Repair or replacement, then a price reduction or refund if that doesn’t work | We do |
| Wrong item, or damaged in delivery | Replacement or full refund | We do |
| A repair we carried out that isn’t right | We redo it free of charge, or refund you | Not applicable |
1. Changing your mind about an online order
You can cancel an order placed on our website for any reason within 14 days of the day you receive it. If your order arrives in more than one delivery, the 14 days run from the day the last item arrives.
- Tell us: email help@phonesbyhugm.ie with your name, order number and the items you’re returning. You can use the model cancellation form in our Terms & conditions, but you don’t have to.
- Send it back: return the items within 14 days of telling us. We’ll reply with our returns address. Please pack them securely and keep proof of postage.
- Return postage: you pay the cost of sending items back when you’ve changed your mind.
- Your refund: the price of the items plus the standard delivery charge you paid, within 14 days of the day you tell us you’re cancelling. We may wait until the items arrive back, or until you show us proof of postage, whichever comes first. If you chose a faster delivery option, we refund the cost of our standard option only.
- Condition: you can open and check an item as you would in a shop. If it has been used or handled more than that, for example a screen protector that has been applied, a case with marks, or missing parts or packaging, we may reduce the refund to reflect the loss in value.
Items you can’t return for a change of mind
- Sealed items that can’t be returned for health or hygiene reasons, such as in-ear earphones, once you’ve unsealed them.
- Sealed audio, video or software once you’ve unsealed it.
- Items made or personalised to your specification.
These exceptions only apply to changing your mind. If any of these items are faulty, section 2 applies as normal.
2. Faulty items or items not as described
Everything we sell must be of satisfactory quality, fit for purpose and as described. This applies whether you bought online or in store, and it is separate from the 14-day right to cancel.
- Within 30 days of delivery or collection: you can reject a faulty item and get a full refund. Please tell us within the 30 days.
- After 30 days: you can ask us to repair or replace it. If that isn’t possible, doesn’t work, or takes too long, you can choose a price reduction or a full refund.
- How long your rights last: up to six years from delivery. If a fault appears within the first year, it is presumed to have been there from the start, unless we can show otherwise.
- Costs: we pay to have faulty items returned. If you pay the postage first, we refund it.
Your rights don’t cover normal wear and tear, accidental damage such as drops or liquid damage, or damage from misuse. Some products also come with a manufacturer’s warranty, which is in addition to these rights, not instead of them.
3. Wrong item, or damaged in delivery
Please check your order when it arrives. If we’ve sent the wrong item, or it arrives damaged, email us as soon as you can with your order number and a photo. We’ll send a replacement or refund you in full, and we’ll cover the cost of the return.
4. Repairs
- Cancelling a booking: if you cancel before we start work, we refund you in full. If you ask us to start within 14 days of booking online and then cancel, we may charge for the work already done. Once the repair is complete, the right to cancel no longer applies.
- If a repair isn’t right: we must carry out repairs with reasonable care and skill. If the repaired part fails or the repair wasn’t done properly, tell us and we’ll redo it free of charge. If we can’t put it right, you’re entitled to a price reduction or a refund.
- Repair warranty: the warranty period for each repair is shown on its page. It covers the part we fitted and our work. It doesn’t cover new damage (drops, cracks, liquid), faults unrelated to the repair, or a device opened or repaired by someone else since.
- Diagnostics: if we find your phone can’t be repaired, we’ll tell you before doing any paid work.
5. How refunds are paid
- We refund using the same payment method you used, unless you agree otherwise.
- Card refunds can take a few working days to appear on your statement, depending on your bank.
- If you chose Pay in store, we refund in store using the method you paid with.
- Refunds are free; we never charge a fee for processing them.
6. How to start a return
- Email help@phonesbyhugm.ie with your order number, the items, and whether you’ve changed your mind or something is wrong (a photo helps).
- We reply with the next steps and, if you’re sending something back, the returns address.
- Pack the item securely, including any accessories and packaging, and keep proof of postage.
7. Questions and complaints
If you’re not happy with how we’ve handled a return, email us and we’ll try to put it right. You can find independent information about your rights from the Competition and Consumer Protection Commission at ccpc.ie, and you may be able to use the Small Claims procedure through the Irish courts.
phonesbyhugm.ie is run by Mustafa Sadiqi Limited, registered in Ireland (company number 779393), 50 Kinvara Avenue, Ballyvolane, Cork, T23 Y90W.