Politique de remboursement


Returns & Exchanges

We want you to love your purchase from AppleOak FibreWorks! If you are not completely satisfied, you may return eligible items for a refund or exchange.

How to return an item

  • Contact us within 14 days of delivery at appleoakfibers@hotmail.com.

  • Ship items back within 30 days of delivery.

  • Please include your order number and the reason for your return.

  • Items must be unused, in the same condition as received, and in the original packaging.

Cancellations

If you wish to cancel your order, please contact us within 6 hours of purchase.

Non-Returnable Items

The following items cannot be returned or exchanged:

  • Custom or personalised orders

  • Perishable goods (such as dye plants or extracts)

  • Books, patterns, or digital/downloadable products

  • Gift cards

  • Items marked as “Final Sale” or discounted sale items

  • Hazardous materials, flammable liquids or gases

Refunds

Once we receive and inspect your return, we will notify you by email if your refund has been approved. If approved, your refund will be processed and a credit will automatically be applied to your original payment method, within 7 days.

Refunding shipping costs

  • If you return your entire order within 14 days because you changed your mind, we will refund  the item price minus the shipping charge you paid at checkout. The cost of returning the item is your responsibility.

  • If your item is faulty, damaged, or we sent the wrong product, we will refund your item price, original shipping charge, and also cover the cost of return postage.

Late or missing refunds

If you haven’t received your refund after 7 days, please:

  • Check your bank or credit card statement.

  • Contact your payment provider (processing can take a few days).

  • If you’ve done all of this and still have not received your refund, please contact us at appleoakfibers@hotmail.com.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, please email us at appleoakfibers@hotmail.com before sending your item back.

Gifts

If the item was marked as a gift and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.
If the item was not marked as a gift, or the gift-giver had the order shipped to themselves to give to you later, the refund will be sent to the gift-giver.

United States Orders — Duties/Tariffs & Refused Deliveries (Important)

  • Tariff & fees: US orders are subject to a import duties, and the USA may also add 15% tariff fees. These amounts are not included at checkout and are collected by the carrier prior to or at delivery.

  • Consent required: US customers must confirm acceptance of these charges by ticking the US Tariff Consent checkbox in the cart/drawer (or by providing consent by email).

  • Shipping after consent: Once consent is given, we will ship the order.

  • Refusal at delivery / returned or abandoned parcels: If the recipient refuses to pay the tariff and/or fees and the parcel is returned or abandoned, no refund of the shipping costs will be issued. We also charge a €5 handling fee due to the time and labour required to prepare, unpack and process the returned order.

International Returns (Non-EU) — Customs on Returned Parcels

To avoid re-import charges (VAT/duty/handling) when we receive your return from outside the EU, please email us before posting so we can provide an RMA and customs wording.

How to label your return (outside the EU, e.g. UK/USA/Canada):

  • Mark the parcel and customs form as: “Returned goods – failed sale (no commercial value)”.

  • Do not tick “merchandise” and do not mark as “gift”.

  • Include a copy of the original invoice and your order number inside the parcel.

  • On CN22/CN23 or a commercial invoice, add:
    Reason for export: Returned goods – order #[YOUR ORDER NUMBER]
    Contents: Customer return, no sale

Re-import charges on returns:
If we are billed import VAT/duty and/or carrier handling fees to receive your return (for example, because the parcel was not declared as returned goods or the carrier applied fees), these costs will be deducted from your refund.
If the return is due to our error or a faulty item, we will cover reasonable return costs and any re-import charges once pre-authorised by us—please contact us first.

Shipping Returns

To return your product, please mail it to:
AppleOak FibreWorks Ltd., McLysaght's Units 1, Raheen Road, Tuamgraney, Co. Clare, V94E0X9, Ireland

You are responsible for the cost of return shipping unless your item was faulty or we made a mistake.
Original shipping charges are non-refundable unless you are returning your entire order within 14 days or your item was faulty/wrong.
If you are shipping an item over €75, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

Additional Information

  • We cannot accept returns on items that have been used, washed, or altered.

  • Refunds are processed to the original payment method only.

  • For questions or help with your return, please contact us at appleoakfibers@hotmail.com

Last updated: 6 October 2025