Last updated: 19/06/2026
Effective from: May 2026
At autopartsonline.ie, we want you to be satisfied with your purchase. This Refund and Returns Policy explains when returns are accepted, who pays return shipping, how refunds are processed, what to do if your order is damaged, incorrect, faulty, incomplete, delayed, refused, returned by courier, or never arrives, and how to contact us.
Nothing in this policy limits, excludes, or reduces your statutory rights as a consumer under Irish, European Union, United Kingdom, Swiss, or other applicable consumer protection law.
1. Business Identity
This website is operated by:
Company Name: Twin Isles Export Ltd, trading as autopartsonline.ie
CRO Number: 804995
VAT Number: IE4548222NH
Registered Address: 6 Fern Road, Sandyford, Dublin, D18 FP98, Ireland
Email Support: hello@autopartsonline.ie
WhatsApp / Phone Support: +353 87 262 7605
Website: autopartsonline.ie
We provide this business information clearly so customers know who they are buying from and how to contact us before or after placing an order.
2. Where This Policy Applies
This policy applies to online purchases made through autopartsonline.ie.
We currently sell and deliver online orders to the following countries, subject to courier availability, product restrictions, address validation, customs requirements, and the conditions set out in our Shipping Policy:
- Republic of Ireland.
- Belgium.
- France.
- Germany.
- Italy.
- Netherlands.
- Spain.
- Switzerland.
- United Kingdom.
If an order is placed for a location we cannot deliver to, we will contact you. If delivery cannot be arranged, we will cancel the order and issue a full refund to the original payment method.
3. Do We Accept Returns?
Yes. We accept eligible returns in accordance with this policy.
For most online purchases, consumers in Ireland and the European Union have the right to cancel their order within 14 calendar days from the day the goods are delivered. This is known as the statutory cooling-off period.
You do not need to give a reason for a change-of-mind return, but the item must meet the condition requirements set out in this policy.
This policy applies across our full online catalogue unless a product page, promotional offer, clearance item, or product-specific notice clearly states a specific exception. Any such exception will be clearly displayed before purchase and will not affect your statutory rights if an item is faulty, damaged, incorrect, incomplete, not as described, or not delivered.
A clear returns summary should also appear on product pages and during checkout, including whether the product is returnable, who pays return shipping, the return period, and any product-specific exclusions.
4. Change-of-Mind Returns — 14-Day Cooling-Off Period
If you are a consumer purchasing online, you may cancel your order and return your product for any reason within 14 calendar days of receiving your goods, unless a legal exception applies.
To initiate a change-of-mind return, you must clearly notify us before the 14-day cooling-off period expires.
You can contact us by:
Email: hello@autopartsonline.ie
WhatsApp / Phone: +353 87 262 7605
Please include:
- Your full name.
- Your billing address.
- Your delivery address.
- Your online order number.
- The item or items you wish to return.
- Your contact details.
- Optional: your reason for return, to help us improve our service.
After you notify us that you wish to cancel and return an item, you must send the item back to us without undue delay and no later than 14 calendar days from the date you notified us of your cancellation.
The return window starts from the day you receive the goods.
The return shipping deadline starts from the day you notify us that you wish to cancel and return the item.
5. Condition of Returned Items
To qualify for a full refund for a change-of-mind return, the item must be returned in a condition suitable for resale.
Returned items must be:
- Unused and unfitted.
- Free from grease, tool marks, installation marks, odours, fluids, or signs of attempted fitting.
- Undamaged, clean, and unaltered.
- Complete with all structural parts, hardware, seals, instructions, accessories, and components.
- Returned in the original manufacturer packaging, where applicable.
- Protected inside an outer shipping box or protective wrapping so courier labels do not damage the original retail packaging.
You may inspect the product as you would reasonably inspect it in a physical shop, but you must not install, fit, use, damage, alter, contaminate, or handle the product beyond what is necessary to inspect it.
We reserve the right to reduce your refund if the item or its packaging has been handled beyond what is necessary to inspect the product, or if the item is returned incomplete, damaged, fitted, altered, contaminated, or structurally compromised.
6. Items Excluded from Change-of-Mind Returns
We cannot accept change-of-mind returns, refunds, or store credit for items that are:
- Clearly used, installed, fitted, programmed, coded, calibrated, or attempted to be fitted to a vehicle.
- Damaged after delivery.
- Missing original components, hardware, seals, instructions, labels, or structural accessories.
- Modified, painted, altered, adapted, contaminated, or tampered with by the customer.
- Specially ordered, customised, or personalised specifically for your unique vehicle request, where this was clearly stated before purchase.
- Electrical or electronic parts that have been fitted, connected, programmed, coded, damaged, or used.
- Returned in a condition that prevents safe resale.
- Returned without essential manufacturer packaging, where that packaging is necessary for resale, safety, identification, or product protection.
These exclusions do not apply where the item is faulty, defective, damaged on arrival, incorrect, incomplete, not delivered, or not as described.
7. Return Shipping Costs
For change-of-mind returns, the customer is responsible for paying the return shipping or courier cost unless otherwise required by law or unless we agree otherwise in writing.
For faulty, damaged, incorrect, incomplete, or verified logistics-error items, autopartsonline.ie will cover the return shipping cost where the issue is confirmed.
Depending on the situation, we may:
- Provide a pre-paid return shipping label.
- Arrange courier collection.
- Reimburse your standard return postage cost after the issue is verified.
- Provide other return instructions suitable for the product and destination country.
We do not charge a restocking fee for eligible returns.
8. Refund Method and Processing Time
Approved refunds are issued back to the original payment method used at checkout, such as your credit card, debit card, or secure digital wallet.
Once the returned item physically arrives at our returns address, we will inspect it.
Approved refunds will be processed within 5 business days from the date we receive the returned item, subject to inspection.
After we issue the refund, your bank, card provider, or payment provider may take additional time to make the funds available in your account.
Refunds cannot normally be issued to a different payment method unless required by law or agreed by us in exceptional circumstances.
9. Original Delivery Charges and Refunds
If you validly cancel an online order within the statutory 14-day cooling-off period, your refund will include the cost of the item and the original standard outbound delivery charge paid for that order, where required by law.
Our current standard delivery charges are:
Republic of Ireland
- Standard shipping: €9.00 including VAT.
- Free standard shipping: Available for orders over €100.00 including VAT.
Belgium, France, Germany, Italy, Netherlands, Spain, and Switzerland
- Flat-rate shipping: €35.00 including VAT where VAT applies.
- Free shipping: Available for orders over €300.00 including VAT where VAT applies.
United Kingdom
- Flat-rate shipping: €35.00 including VAT where VAT applies.
- Free shipping: Not available for United Kingdom orders.
If you selected an expedited, premium, oversized, specialist, remote-area, or non-standard delivery option at checkout, we will refund only the value of our standard delivery charge, not the additional premium delivery upgrade, unless otherwise required by law.
Return shipping costs for change-of-mind returns remain the customer’s responsibility.
10. Customs, Duties, Import VAT, and Cross-Border Returns
Orders shipped outside Ireland may be subject to customs procedures, import checks, duties, import VAT, brokerage fees, courier handling fees, or other charges imposed by the destination country or courier.
Where applicable, the customer is responsible for any import duties, customs charges, taxes, clearance fees, brokerage fees, or other destination-country charges unless we clearly state otherwise at checkout.
This is especially relevant for deliveries to countries outside the European Union, including Switzerland and the United Kingdom.
Customs authorities or courier partners may require additional information from the customer before delivery or return can be completed.
If a parcel is refused, returned, abandoned, delayed, or undeliverable because customs charges were not paid, import information was not supplied, delivery was refused, or the customer failed to respond to customs or courier requests, we may deduct reasonable outbound delivery, return shipping, courier, customs, clearance, and handling costs from any refund, where permitted by law.
For international returns, customers should follow our return instructions carefully before sending any item back. Incorrect customs declarations or unsupported return methods may cause delays, charges, failed delivery, or refusal of the return parcel.
This does not affect your statutory rights where a product is faulty, damaged, incorrect, not as described, or not fit for purpose.
11. Product Never Arrived
If your order has not arrived within the estimated delivery timeframe, please contact us as soon as possible.
You can contact us by:
Email: hello@autopartsonline.ie
WhatsApp / Phone: +353 87 262 7605
Please include:
- Your order number.
- Your full name.
- Your delivery address.
- Any tracking information you have received.
- A brief description of the issue.
We will investigate the delivery with the courier.
If the order is confirmed lost, permanently delayed, or undeliverable, we will offer an appropriate solution, which may include:
- Resending the item, if stock is available.
- Offering a suitable replacement.
- Issuing a refund to your original payment method.
You will not be required to pay return shipping for an item that was never delivered.
Your contract is with autopartsonline.ie, not the courier, and we remain responsible for ensuring your order is delivered or that an appropriate remedy is provided where delivery fails.
12. Product Arrived Damaged
If your item arrives damaged, please contact us as soon as possible so we can quickly resolve the issue with our courier partners.
You can contact us by:
Email: hello@autopartsonline.ie
WhatsApp / Phone: +353 87 262 7605
To help us process your claim quickly, please provide:
- Your online order number.
- A brief description of the damage.
- Clear photos of the damaged item.
- Clear photos of the outer courier packaging.
- Clear photos of the internal packaging, where relevant.
- Photos of product labels, part numbers, or barcodes, where relevant.
Please keep the item and all packaging materials until the issue is resolved.
Once the damage is verified, we will arrange an appropriate solution at no extra cost to you, which may include repair, replacement, return, refund, or another suitable remedy, depending on the circumstances and your consumer rights.
13. Wrong Item Received
If you receive the wrong item, please contact us immediately.
You can contact us by:
Email: hello@autopartsonline.ie
WhatsApp / Phone: +353 87 262 7605
Please include:
- Your online order number.
- A description of the item you ordered.
- A description of the item you received.
- Photos of the item, packaging, labels, barcodes, and any part numbers.
If we confirm that the wrong item was sent due to our error, we will arrange a replacement, return, refund, or another appropriate remedy. We will cover the return shipping cost for verified incorrect items.
14. Faulty or Defective Items
If your item is faulty, defective, not fit for purpose, or not as described, please contact us as soon as you become aware of the issue.
You can contact us by:
Email: hello@autopartsonline.ie
WhatsApp / Phone: +353 87 262 7605
Please provide:
- Your online order number.
- A brief description of the fault.
- Clear photos or videos showing the issue.
- Any relevant vehicle compatibility or fitting information.
- Any diagnostic report, mechanic’s report, or fault code information, where available and relevant.
Depending on the circumstances, you may be entitled to a repair, replacement, price reduction, refund, or another appropriate remedy under applicable consumer law.
The exclusions for change-of-mind returns do not remove your statutory rights for faulty, defective, incorrect, or misdescribed goods.
15. Missing Items or Incomplete Orders
If your order arrives but one or more items are missing, please contact us as soon as possible and preferably within 48 hours of delivery.
You can contact us by:
Email: hello@autopartsonline.ie
WhatsApp / Phone: +353 87 262 7605
Please include:
- Your order number.
- Photos of the parcel as received.
- Photos of the items inside the parcel.
- Photos of the outer packaging.
- Photos of the packing slip, if included.
- A list of the item or items you believe are missing.
Some orders may be shipped in more than one parcel. If your order has been split into multiple shipments, we will confirm the remaining tracking details where available.
If we confirm that an item was missing from your shipment, we will arrange an appropriate solution, such as sending the missing item, offering a replacement, or issuing a refund for the missing item.
16. Delayed Orders
Delivery timeframes are estimates and may be affected by courier delays, customs checks, import procedures, severe weather, public holidays, incorrect address details, stock delays, remote-area access issues, failed delivery attempts, or events outside our reasonable control.
Our current delivery estimates are:
Republic of Ireland
- Handling time: 1 to 3 business days, Monday to Friday.
- Estimated transit time after dispatch: 1 to 5 business days.
- Total estimated delivery time: 2 to 8 business days.
Belgium, France, Germany, Italy, Netherlands, Spain, Switzerland, and United Kingdom
- Handling time: 1 to 3 business days, Monday to Friday.
- Estimated transit time after dispatch: 7 to 14 business days.
- Total estimated delivery time: 8 to 17 business days.
If your order is delayed beyond the estimated timeframe, please contact us so we can investigate with the courier or supplier.
If the order is confirmed lost, permanently delayed, or undeliverable, we will offer an appropriate solution, which may include replacement, resend, or refund.
17. Refused, Uncollected, or Undeliverable Orders
If an order is refused, uncollected, returned by the courier, or undeliverable due to customer action or inaction, we may deduct reasonable costs from any refund, where permitted by law.
This may include situations where:
- The delivery address was incorrect, incomplete, inaccessible, or invalid.
- The customer refused delivery.
- The customer did not collect the parcel from a pickup point or depot.
- The customer was unavailable after courier delivery attempts.
- The customer failed to respond to courier or customs requests.
- Import charges, customs charges, or courier fees were not paid where applicable.
- The delivery location was not suitable for safe or legal delivery.
Any deduction will be limited to reasonable costs actually incurred, such as outbound delivery, return delivery, courier, customs, clearance, or handling costs, where permitted by law.
This does not affect your statutory rights where the item is faulty, damaged, incorrect, not as described, or not delivered due to our error or courier failure outside your control.
18. How to Return Your Item
To ensure your return is tracked and processed without delay, please follow these steps.
Step 1 — Contact us first
Do not send an item back without contacting us first. This allows us to log your return and provide the correct instructions.
Step 2 — Wait for return confirmation
We will confirm whether the item is eligible for return and explain the next steps.
Step 3 — Package the item securely
Please place the item securely inside an outer shipping box or protective wrapping to protect it during transport.
To help us process your return efficiently, please avoid sticking courier labels directly onto the manufacturer’s retail box where possible.
Step 4 — Send the item to our returns address
Twin Isles Export Ltd
6 Fern Road
Sandyford
Dublin
D18 FP98
Ireland
Step 5 — Use tracked shipping
For change-of-mind returns, we strongly recommend using a tracked and insured delivery service.
We cannot issue a refund for a return package that is lost, stolen, delayed, refused, or damaged in transit by your chosen courier.
International customers should ensure that any return parcel is correctly marked as a returned item, where applicable, and should follow the return instructions provided by our support team.
19. Product Exchanges
We may offer direct product exchanges if suitable replacement stock is available.
If the replacement item costs more or less than your original purchase, our support team will contact you before dispatch to arrange the additional payment or refund the difference.
If an exchange is not available, we may offer a refund or another appropriate solution.
Shipping charges may apply to exchanges requested due to customer ordering error or change of mind. We will confirm any applicable cost before arranging the exchange.
20. Compatibility-Related Returns
Automotive parts can be specific to a vehicle’s make, model, year, engine type, trim level, fuel type, registration, VIN/chassis number, production date, and technical configuration.
It is the customer’s responsibility to check compatibility before ordering.
If you are unsure whether a product is suitable for your vehicle, please contact us before placing your order and provide as much relevant information as possible, such as:
- Vehicle registration.
- VIN or chassis number, where available.
- Make and model.
- Year.
- Engine size.
- Fuel type.
- Existing part number, where available.
- Photos of the existing part, where useful.
If a customer orders an incompatible item due to incorrect, incomplete, or missing vehicle information, this may be treated as a change-of-mind or customer ordering error return.
This does not affect your statutory rights where a product is faulty, damaged, incorrect, not as described, or not fit for purpose.
21. Return Inspection
All returned items are inspected after arrival.
Inspection may include checking:
- Product condition.
- Packaging condition.
- Signs of fitting or attempted fitting.
- Missing parts, accessories, labels, seals, or instructions.
- Product identity, part number, and order match.
- Damage caused after delivery.
- Whether the item is suitable for resale.
- Whether the reported fault, damage, or issue can be verified.
If a returned item does not meet the requirements of this policy, we may reduce the refund, refuse the change-of-mind return, return the item to you, or deduct reasonable costs, where permitted by law.
This does not affect your statutory rights for faulty, damaged, incorrect, or misdescribed goods.
22. Refund and Returns Visibility at Checkout and Product Pages
This Refund and Returns Policy should be accessible:
- From the website footer.
- From all product pages.
- During the checkout process.
- Before the customer completes payment.
- From any legal or policy section of the website.
- From any relevant Merchant Center, Search Console, or shopping policy settings where applicable.
Each product page should include a short returns summary and a link to this full policy.
Recommended product-page wording:
“Returns accepted within 14 days of delivery for eligible unused and unfitted items. Customer pays return shipping for change-of-mind returns. Faulty, damaged, incorrect, missing, or undelivered items are handled separately under our Refund and Returns Policy.”
23. Customer Support Response
We aim to handle return, refund, damaged item, incorrect item, missing item, and undelivered order requests fairly and as quickly as possible.
To help avoid delays, please include your order number, photos where relevant, and a clear description of the issue when contacting us.
Our support contact details are:
Email: hello@autopartsonline.ie
WhatsApp / Phone: +353 87 262 7605
24. Policy Consistency
To avoid confusion, the information in this Refund and Returns Policy should match the information shown on:
- Product pages.
- Cart page.
- Checkout page.
- Website footer.
- Shipping Policy.
- Terms and Conditions.
- Google Merchant Center shipping and returns settings.
- Search Console shipping and returns settings, where applicable.
- Order confirmation emails.
- Return instruction emails.
If we update our shipping countries, return process, shipping charges, refund processing time, free shipping thresholds, or return address, we will update this policy accordingly.
25. Contact Information
If you have any questions about returns, refunds, damaged items, incorrect items, missing items, undelivered orders, delayed orders, refused deliveries, customs-related returns, or compatibility issues, please contact us:
Company Name: Twin Isles Export Ltd, trading as autopartsonline.ie
Mailing / Returns Address: 6 Fern Road, Sandyford, Dublin, D18 FP98, Ireland
Email Support: hello@autopartsonline.ie
WhatsApp / Phone Support: +353 87 262 7605
Website: autopartsonline.ie