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Last updated: 12 September 2026
This Returns, Refunds, Cancellations & Delivery Damage Policy applies to eligible purchases made through eBazaar. Unless a product listing clearly identifies another seller, products sold through eBazaar are currently supplied by AK Green Ireland Ltd trading as eBazaar.
Nothing in this policy is intended to exclude, restrict or reduce any mandatory consumer right available under applicable law.
For consumers in the Republic of Ireland, statutory rights include rights under the Consumer Rights Act 2022 and other applicable Irish and European Union consumer legislation. For customers in Northern Ireland, applicable UK and Northern Ireland consumer legislation applies.
Goods supplied by eBazaar must comply with applicable consumer law, including requirements concerning their description, quality, quantity and fitness for their intended purpose.
If goods are faulty, damaged, incorrect, materially different from their description or otherwise do not conform to the sales contract, the customer may be entitled to an appropriate statutory remedy. Depending on the circumstances, this may include repair, replacement, price reduction or refund.
These rights are separate from the statutory right to cancel certain online purchases because of a change of mind.
For eligible goods purchased online, consumers generally have the right to cancel their purchase without giving a reason within 14 days from the date on which the customer, or a person nominated by the customer, receives the goods. Statutory exceptions apply to certain products.
The customer must inform eBazaar of the decision to cancel within the applicable cancellation period. An email or other clear written statement informing us of the cancellation is sufficient.
After notifying eBazaar, the customer must return the eligible goods without undue delay and no later than 14 days after notifying us of the cancellation.
Customers do not require eBazaar’s permission to exercise a statutory cancellation right. However, we strongly recommend contacting us before returning goods so that we can provide the correct return instructions and return address.
Where the goods are not faulty and the customer is returning an eligible product solely because they:
the customer is responsible for arranging and paying the direct cost of returning the goods to eBazaar.
eBazaar will not normally arrange or pay for collection of a change-of-mind return unless we have expressly agreed otherwise or applicable law requires us to do so.
We strongly recommend that customers use a reliable tracked return service with appropriate transit insurance and retain proof of postage and tracking information until the return and refund have been completed. This recommendation does not limit any statutory consumer right.
Customers must take reasonable care of goods while they are in their possession and while preparing them for return.
Customers may inspect goods only to the extent reasonably necessary to establish their nature, characteristics and functioning.
For change-of-mind returns, goods should, where reasonably possible, be returned:
Where a customer’s handling goes beyond what is reasonably necessary to inspect the goods and this results in a reduction in their value, eBazaar may make an appropriate deduction from the refund to reflect the diminished value, where permitted by law.
Examples may include unnecessary use, stains, damage, missing components, missing accessories, damaged retail packaging or other handling beyond what would reasonably be permitted when examining a product before purchase.
A diminished-value deduction will not be used as a penalty and will not restrict statutory rights relating to goods that are genuinely faulty, damaged, incorrect or otherwise non-conforming.
The statutory right to cancel an online purchase does not apply in certain circumstances provided by law. Depending on the particular product and circumstances, exclusions may include:
Not every grocery product is automatically excluded from the statutory cancellation right. Whether an exclusion applies depends on the nature and condition of the particular product and the applicable law.
An exclusion from the change-of-mind cancellation right does not remove a customer’s statutory rights if goods are faulty, unsafe, damaged, incorrect or not as described.
eBazaar sells food and grocery products with different shelf lives. Where available, product pages may display information including:
Customers should carefully review any Best Before, Use By, short-dated or other date information displayed on the product page before placing their order.
Batch and lot numbers may change as stock rotates unless a listing expressly states that a particular batch is being supplied. Where a specific Best Before or Use By date is clearly displayed as applying to the stock being offered, that date forms part of the product information presented before purchase.
If the date on the product received is materially earlier than the specific date stated on the product listing at the time of purchase, customers should contact eBazaar.
A Best Before date primarily relates to the expected quality of a food product when it has been stored correctly and its packaging remains intact.
A product approaching its Best Before date is not automatically faulty or unsafe merely because its remaining shelf life is shorter than the customer expected.
Where:
the disclosed remaining shelf life alone will not be treated as a product fault or misdescription merely because the customer later decides that the date is shorter than they would prefer.
However, this does not remove any separate statutory change-of-mind cancellation right that applies to an eligible product. If such a cancellation right applies, the customer remains responsible for the direct cost of returning the goods as explained in this policy.
A Best Before date is different from a Use By date. Food may in some circumstances remain safe after its Best Before date, although its expected quality may have reduced.
If a customer receives a product that was already past its Best Before date and this was not clearly disclosed before purchase, the customer should contact eBazaar promptly with the order number, photographs of the product and the relevant date marking.
eBazaar will assess the circumstances and provide the appropriate remedy where required by applicable consumer law.
If eBazaar intentionally offers stock that is already past its Best Before date, this will only be done where lawful and the relevant date information will be clearly disclosed before purchase.
A Use By date relates to food safety and must be treated differently from a Best Before date.
eBazaar does not knowingly offer food for sale after its applicable Use By date.
If a customer receives a product that was already past its Use By date when delivered:
eBazaar will investigate promptly and provide the appropriate remedy, which may include a refund or replacement, in accordance with applicable consumer law.
For further information about Best Before and Use By dates, customers may refer to the official guidance published by the Food Safety Authority of Ireland (FSAI).
FSAI – Shelf-life: Best Before and Use By Dates
Customers may also refer to Health Service Executive (HSE) food-safety guidance, including its advice not to consume food after its Use By date.
HSE – Food Poisoning and Use By Date Guidance
A customer’s personal preference does not by itself establish that a product is faulty.
For example, statements such as:
will normally be treated as a change-of-mind matter rather than a product fault, unless there is evidence of a genuine quality, safety, conformity or description issue.
Any applicable statutory cancellation right remains unaffected.
Customers should contact eBazaar if an item:
To help us investigate, customers may reasonably be asked to provide:
Requesting reasonable evidence does not remove or reduce the customer’s statutory rights.
Where goods are legally faulty, incorrect or otherwise non-conforming and applicable consumer law requires the goods to be returned, the customer will not ultimately be required to bear the legally applicable return cost.
Depending on the circumstances, eBazaar may:
Customers should contact eBazaar before arranging an unnecessarily expensive or specialist return service so that an appropriate return method can be agreed.
eBazaar takes reasonable steps to package orders securely for courier transportation.
Customers are requested to inspect their delivery promptly and report any visible courier or transit damage within 24 hours of delivery wherever reasonably possible.
When reporting courier damage, please provide:
Customers should retain the damaged item, external packaging and internal packaging until eBazaar confirms whether they are required for further investigation.
The 24-hour reporting request is important because it helps eBazaar preserve evidence and submit a prompt courier claim. However, failure to report within 24 hours does not remove or reduce any statutory consumer right that cannot lawfully be excluded or restricted.
Where eBazaar or the seller arranged the courier, any insurance claim or dispute between eBazaar/the seller and the courier is separate from the customer’s applicable statutory rights.
A customer’s lawful remedy will not be made conditional solely upon the courier approving an insurance claim.
eBazaar is not responsible for problems caused after delivery by circumstances attributable to the customer, including, where applicable:
This does not apply where the defect or non-conformity existed when the goods were supplied or where applicable law provides otherwise.
If a customer wishes to cancel an eligible order before dispatch, they should contact eBazaar as soon as possible.
Where the cancellation is valid and the order has not entered the dispatch process, eBazaar will cancel the order and process the applicable refund.
No Stripe fee, card-processing fee, payment-processing fee or administration fee will be deducted from a refund where doing so would conflict with the customer’s statutory cancellation rights.
Any payment-processing charge retained by eBazaar’s payment provider is a cost between eBazaar and the payment provider and will not be passed to the consumer where applicable law requires a full reimbursement.
Once an order has been dispatched and entered the courier network, eBazaar may be unable to intercept or cancel the physical delivery.
This does not remove a statutory right to cancel an eligible online purchase.
Where the statutory cancellation right applies, the customer may notify eBazaar of their decision to cancel and return the eligible goods in accordance with this policy.
For a change-of-mind cancellation after dispatch:
Where the customer validly cancels the entire eligible order under the statutory online cancellation provisions, eBazaar will reimburse the original standard delivery charge where required by applicable consumer law.
If the customer expressly selected a delivery method costing more than eBazaar’s least expensive standard delivery option, eBazaar is normally required to reimburse only an amount equivalent to the least expensive standard delivery option.
For example, if standard delivery cost €5.99 but the customer chose an express service costing €9.99, the additional €4.00 express-delivery premium does not normally have to be reimbursed following a change-of-mind cancellation.
If the original order qualified for free delivery and the customer paid €0 for delivery, there is no original delivery charge to reimburse.
The customer’s own cost of returning goods because of a change of mind is not reimbursed unless eBazaar has agreed otherwise or applicable law requires it.
Where a customer keeps part of an order and returns only certain eligible items because of a change of mind, the customer remains responsible for the direct return cost.
Any adjustment to the original outbound delivery charge in connection with a partial cancellation will be made only where required by applicable law.
Customers should not refuse an otherwise correct delivery merely as a substitute for following the cancellation and return procedure.
Where an otherwise correct parcel is refused or remains uncollected because the customer has changed their mind, any reasonable direct return-to-sender cost may be treated as a change-of-mind return cost where permitted by law and where the customer has been properly informed of responsibility for return costs.
This does not apply where a parcel is reasonably refused because it is visibly damaged, incorrectly supplied or otherwise subject to a statutory remedy.
Customers are responsible for providing accurate and complete delivery information when placing an order.
Where delivery cannot be completed because an incorrect or incomplete address was supplied by the customer, or because the customer fails to accept or collect the parcel after reasonable delivery attempts, eBazaar may recover reasonable additional redelivery or return-to-sender costs where permitted by law.
This section does not apply where the delivery failure was caused by eBazaar, the seller or the courier and the customer was not responsible.
Where a customer validly exercises a statutory right to cancel an eligible online purchase, eBazaar will process the applicable reimbursement in accordance with consumer law.
Unless eBazaar has offered to collect the goods, eBazaar may withhold reimbursement until:
whichever occurs first where required by applicable law.
Refunds will normally be made using the same payment method used for the original transaction unless the customer expressly agrees otherwise.
Any lawful diminished-value deduction will be clearly considered separately from the customer’s statutory entitlement to reimbursement.
Where the customer is legally entitled to terminate the sales contract because goods are faulty or otherwise do not conform to the contract, the applicable refund will be processed in accordance with statutory consumer law.
No Stripe, card-processing or administration fee will be deducted from a statutory refund.
Where applicable law requires eBazaar or the seller to bear the return cost, that cost will not be imposed on the customer.
Where eBazaar or the seller arranges the courier, the goods generally remain at the trader’s risk until the customer, or a person nominated by the customer, obtains physical possession of them.
If an order has not arrived, the customer should contact eBazaar so that the shipment can be investigated.
A courier insurance claim or investigation does not replace the customer’s mandatory rights concerning non-delivery.
Customers returning goods because of a change of mind must take reasonable care to package them appropriately for transport.
Where reasonably possible, retail packaging should be protected by suitable outer packaging. Customers should not place courier labels directly onto retail packaging where doing so would unnecessarily damage or reduce the value of the product.
Where a change-of-mind return is damaged because of inadequate packaging or handling beyond what is reasonably necessary, an appropriate diminished-value deduction may be made where permitted by law.
eBazaar or the relevant seller may request reasonable proof that the product was purchased through eBazaar.
Proof may include an order number, order confirmation, invoice, payment record or other reasonable evidence of purchase. A paper receipt is not the only acceptable form of proof.
eBazaar may reasonably investigate refund, return, missing-item, delivery-damage and product-quality claims.
Relevant evidence may include:
Claims will be assessed on the available facts and in accordance with applicable law.
Nothing in this policy gives eBazaar or a seller an exclusive or absolute right to decide whether goods comply with statutory consumer law.
eBazaar respects genuine statutory consumer rights and also reserves the right to take reasonable steps to protect AK Green Ireland Ltd, participating sellers and genuine customers against fraud, dishonesty and deliberate abuse.
eBazaar may review unusual or repeated activity, including:
Where there is reasonable evidence of fraud or repeated deliberate abuse, eBazaar may apply reasonable measures to future transactions, including manual order review, additional verification, restriction of an account or refusal of future orders where lawful.
Any restriction on future orders does not remove statutory rights relating to an existing completed purchase.
This section will not be used to refuse a genuine statutory consumer remedy.
At present, unless another seller is clearly identified on the relevant product listing, products offered through eBazaar are sold by AK Green Ireland Ltd trading as eBazaar.
For those transactions, AK Green Ireland Ltd is the trader responsible for the sales contract and the applicable consumer obligations.
eBazaar may permit independent third-party sellers to offer products through the platform. Where a product is offered by a third-party seller, the relevant seller’s identity and status will be displayed as required by applicable law before the customer is bound by the purchase.
Where the third-party seller is acting as a trader, applicable statutory consumer protections relating to purchases from traders will continue to apply.
Where a third-party seller is genuinely acting as a private individual and not as a trader, consumer rights that specifically apply to contracts between traders and consumers may not apply to the sale in the same way.
Where required by law, eBazaar will provide information before purchase concerning:
Separate seller or marketplace terms may apply to third-party transactions.
Customers receiving goods in Northern Ireland benefit from the mandatory consumer protection legislation applicable in Northern Ireland, including, where applicable, the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Nothing in this policy is intended to reduce any mandatory consumer right available to a Northern Ireland customer.
Statutory consumer cancellation rights generally apply to consumers rather than purchases made wholly for business, trade, craft or professional purposes.
Where an order is genuinely a business-to-business transaction, different contractual terms may apply, subject to applicable law.
To request a cancellation, return or refund, or to report an incorrect, faulty, damaged or missing item, please contact eBazaar using the customer service contact details shown on our website.
Please provide, where relevant:
For efficient processing, please obtain the correct return instructions before sending goods back. Requesting return instructions does not mean that the customer requires eBazaar’s permission to exercise a statutory right of cancellation.
Nothing in this Returns, Refunds, Cancellations & Delivery Damage Policy excludes, restricts or is intended to override any consumer right that cannot lawfully be excluded or restricted.
Where any provision of this policy conflicts with mandatory applicable consumer law, the mandatory law will prevail.