Items We Can't Accept Under Change-of-Mind Returns
For hygiene reasons, we can't offer a change-of-mind refund or exchange once these have been removed from their packaging:
- Mattresses, pillows, bed linen, mattress toppers, duvets, and electric blankets
- Headphones, headsets, and other personal-audio items
- Haircare, menscare, personal care items, and medical devices
Other exclusions:
- Kitchen appliances once installation has begun
- Gift cards
- Specially tinted or mixed paint — we'd recommend buying a sample first, since a colour mixed to order can't be returned
- Technology, Apple products, and software/DVDs/CDs, once a tamper-proof seal has been broken (these remain covered for faults under our guarantee, which doesn't cover accident, physical damage, neglect, misuse, wear and tear, or not following the instructions)
We'd always recommend inspecting anything delivered or collected in-store as soon as you get it.
Missing Parts or Damaged Products
If something arrives missing parts or damaged, let us know within 14 days of delivery so we can put it right. If a product isn't opened or inspected within that window, we won't be able to supply a missing part or fix damage discovered afterwards — this helps us investigate issues while they're still fresh.
To report an issue, contact websales@stakelums.ie or call (0504) 21900, with your order number, a description of the problem, and please send photos where possible.
How to Return an Item with DPD
If we've issued you a DPD return label:
- Attach the label to the outside of the package (original packaging only, please).
- We will arrange DPD to collect from the delivery address
Questions about a return? websales@stakelums.ie, or (0504) 21900, ext. 607.
Returning Faulty Goods
Contact websales@stakelums.ie before posting or courier-returning a faulty item — we'll guide you through inspection, repair, or replacement as appropriate.
If you're posting an item back, send it to:
Stakelums Home & Hardware / Expert Electrical, Racecourse Retail Park, Racecourse Road, Thurles, Co. Tipperary, E41 H9C7
Repairs Under Warranty
For a warranty claim, the product needs to come back to our store at your cost and will be assessed before any decision on the claim. Assessment and repair happen within a reasonable timeframe, though this can vary depending on parts availability or the repairer's own schedule. If a warranty claim is rejected — for example, because the fault turned out to be misuse or accidental damage — you may be asked to cover labour, assessment, or freight costs.
If a device can store personal data (photos, contacts, saved files), repair or replacement may result in that data being lost. Please back up anything important and remove sensitive data beforehand, since whoever assesses or repairs the item may need to access it. We're not responsible for data lost this way. In some cases, we may replace rather than repair, using refurbished parts or units of the same type.
Refunds
Refunds go back to whatever payment method you used for the original order and are normally processed within 7 days of us receiving the returned goods, or of your cancellation.
Your Statutory Rights
Consumer contracts are protected by the Consumer Rights Act 2022 and other applicable legislation. Under the Act, the goods you buy from us must:
- be of satisfactory quality, taking into account their nature, price, and any description given;
- be fit for the particular purpose you bought them for, where you made that purpose known to us; and
- match the description given, whether in writing, verbally, or in advertising.
These rights can't be excluded and apply in addition to any extended warranty you buy or any voluntary manufacturer's warranty you're given. There may be circumstances where a remedy isn't available — for example, where a fault results from normal wear and tear, misuse, or an issue you were told about before you bought the item.
For more on your consumer rights, visit the Competition and Consumer Protection Commission at www.ccpc.ie.