Returns, Refunds, Warranty & Shipping Policy

Last updated: August 21, 2026

How FREESTORM LTD handles returns, refunds, warranty claims, delivery, exchange units, core returns and repair-service logistics

Effective date: January 2026

Last updated: August 2026

Legal entity: FREESTORM LTD

Registered address: Unit 3, Churchfield, Exchange Business Park, T23V027, Cork, Ireland

Contact email: [email protected]

Contact phone: +353 21 2066 112

VAT number: IE9656359L

Related policies:

Terms & Conditions

Privacy Policy

Cookie Policy

This Policy is intended to be read together with our Terms & Conditions. If there is any inconsistency between this Policy and the Terms & Conditions, the Terms & Conditions will apply, subject always to any mandatory consumer rights that cannot legally be excluded or limited.

1. Introduction and Scope

This Returns, Refunds, Warranty & Shipping Policy explains how FREESTORM LTD (“FREESTORM”, “we”, “us”, “our”) handles returns, refunds, warranty claims and shipping arrangements for automotive parts and related services.

It applies to purchases and service requests made through our website, by email, by telephone, in person, through a customer account or portal, or through any other approved sales channel.

This Policy applies to both Consumers and Business Customers. Some rights and processes may differ depending on whether you are acting as a Consumer or in the course of business.

Nothing in this Policy affects any mandatory statutory rights that apply to Consumers under Irish or EU consumer law.

2.Definitions

Capitalised terms used in this Policy have the same meaning as in our Terms & Conditions unless explained below.

Term	Meaning
Consumer	A natural person acting wholly or mainly outside their trade, business, craft or profession.
Business Customer	A legal or natural person acting wholly or mainly for the purposes of their trade, business, craft or profession.
Goods	Any automotive part, ABS unit, EPS unit, refurbished part, remanufactured unit, exchange unit, accessory, coding device or other tangible item supplied by FREESTORM.
Services	Testing, diagnostics, repair, refurbishment, remanufacturing, coding, programming, calibration or other workshop services supplied by FREESTORM.
RMA	Return Merchandise Authorisation. This is the return approval / reference number we provide before a return, warranty claim or core return is sent back to us.
Core	A used, faulty or removed unit that must be returned to us under an exchange or core return arrangement.
Core Deposit / Core Surcharge	A refundable amount held, authorised or invoiced in connection with a core return obligation.
Core Return Window	Unless stated otherwise on the Order Confirmation, 14 calendar days from the date you receive the replacement / remanufactured unit.
Working Day	Monday to Friday 08:00-17:00 Europe/Dublin time, excluding public holidays in the Republic of Ireland.

3. Quick Summary

Topic	Summary
Consumer cooling-off period	Consumers normally have 14 calendar days to withdraw from most online / distance contracts, subject to legal exceptions.
30-day satisfaction guarantee	In addition to statutory rights, we offer a contractual 30-day satisfaction guarantee for eligible Goods, subject to condition, inspection and exclusions.
Return authorisation	Please contact us before sending anything back. Most returns, warranty claims and core returns require an RMA number and packaging instructions.
Refund timing	Where a refund is due, we aim to process it within 14 days of receiving returned Goods, receiving proof of return, or confirming that a Service refund is due.
ABS / EPS warranty	ABS pump units and EPS units repaired or remanufactured by FREESTORM carry a 24-month limited commercial warranty from the invoice date, unless stated otherwise.
New OEM parts	New OEM parts are normally covered by the original manufacturer warranty, typically 12 months unless stated otherwise.
Core returns	Where an exchange unit is supplied with a core obligation, the core must be returned complete, drained, capped, safely packed and within the Core Return Window.
Shipping	In-stock orders are normally aimed for dispatch on the next Working Day after cleared funds, but this is a target and not a guarantee.

4. Returns Policy

4.1 Introduction

We understand that returns may be needed where an item is no longer required, has been incorrectly ordered, is unsuitable after compatibility review, arrives damaged, is faulty, or where a Consumer exercises a legal right of withdrawal.

Because automotive electronic components are technical and vehicle-specific, returns must be handled carefully. Incorrect handling, poor packaging, missing parts, fluid leakage, tampering or damage during return transit may affect whether a return can be accepted.

4.2 Scope

This Returns Policy applies to:

new automotive parts supplied by FREESTORM;
refurbished and remanufactured parts;
ABS and EPS units;
exchange units and associated core returns;
coder rental returns, where applicable;
repair-service returns where a customer unit must be sent to or returned from our workshop;
faulty, damaged, misdescribed or incorrectly supplied Goods.

4.3 Eligibility for Returns

A return may be accepted where one or more of the following applies:

you are a Consumer exercising your statutory right of withdrawal within the applicable period;
the Goods are returned under our 30-day satisfaction guarantee and meet the required condition criteria;
the Goods are faulty, damaged in transit, misdescribed or not in conformity with the contract;
we supplied an incorrect item;
the return is an approved core return under an exchange transaction;
the return is an approved warranty claim;
we have otherwise agreed to accept the return in writing.

4.4 Return Timeframes

Return type	Timeframe
Consumer right of withdrawal	Notify us within 14 calendar days from the day after you receive the Goods, or within 14 calendar days from conclusion of a Service contract. Goods must be returned within 14 days after notifying us.
30-day satisfaction guarantee	Eligible Goods may be returned within 30 days from the invoice date, subject to condition, RMA approval and exclusions.
Damaged in transit	Visible damage should be noted on the carrier record and reported to us within 48 hours. Concealed damage should be reported within 5 Working Days.
Faulty or misdescribed Goods	Notify us as soon as reasonably possible. Consumer statutory rights are not limited by this Policy.
Core returns	Unless otherwise stated, within 14 calendar days from receipt of the replacement / remanufactured unit.
Coder rental returns	As stated in the quotation or Order Confirmation. Unless extended in writing, the standard rental period is 7 calendar days from delivery.
Warranty claims	Within the applicable warranty period, with supporting information and return of the unit where required.

4.5 Non-Returnable / Excluded Items

The following may be excluded from change-of-mind returns or cancellation rights, subject always to mandatory consumer rights for faulty, misdescribed or non-conforming Goods:

custom-built, customised or specially programmed ECUs, ABS units, EPS units or other vehicle-specific units;
software licence keys once activated;
Services that have already been fully performed where you expressly requested performance during the withdrawal period and acknowledged that the right to withdraw would be lost once the Service was fully performed;
items that have been installed, used, opened, tampered with, modified or repaired by someone other than FREESTORM;
items damaged by incorrect handling, poor packaging, fluid leakage, water / oil ingress, accident damage, incorrect installation or unresolved vehicle faults;
items returned without required parts, accessories, labels, seals, coding devices, cables or documentation;
Business Customer change-of-mind returns unless agreed by us in writing.

4.6 Condition of Returned Items

Unless the return relates to faulty, damaged or misdescribed Goods, returned Goods must be:

unused and not installed;
in original packaging, where reasonably possible;
in re-saleable condition;
complete with all parts, accessories, labels, seals, documentation and packaging materials;
clean, safely packed and free from fluid leakage;
returned with the RMA number clearly visible.

If returned Goods have been handled more than necessary to establish their nature, characteristics and functioning, a deduction may be made for diminished value where permitted by law.

4.7 Return Request Process

Before sending any item back to us, please contact us and request return authorisation. Please provide:

order number, invoice number or job number;
your name and contact details;
vehicle registration number, VIN, OEM / part number and vehicle details, where relevant;
reason for return;
fault codes, diagnostic report, photos or videos, where relevant;
whether you are requesting a refund, exchange, repair, replacement or warranty assessment.

4.8 Return Authorisation / Approval Process

After reviewing your request, we may:

issue an RMA number and packaging instructions;
ask for additional vehicle, part, fault-code or installation information;
recommend a compatibility / fitment check before return;
confirm whether the item should be returned to our workshop or another specified address;
decline the return if it clearly falls outside the applicable return rights or agreed policy, unless mandatory consumer rights apply.

Items returned without authorisation may be delayed, refused, returned to sender or processed only after we have been able to identify the order and reason for return.

4.9 Return Shipping Rules

Unless we confirm otherwise in writing:

you are responsible for return postage for change-of-mind returns;
you should use a tracked and insured courier service;
risk remains with you until the item is received and signed for at our workshop;
you must package returned units securely to prevent transit damage;
ABS, EPS and hydraulic units must be drained, capped and protected from fluid leakage;
international returns must include correct customs declarations and should be clearly marked as return / warranty / core return, where applicable.

Where Goods are confirmed faulty, damaged, misdescribed or otherwise non-conforming, we will handle return-shipping costs in accordance with applicable law and this Policy.

4.10 Inspection of Returned Items

All returned items may be inspected before a refund, replacement, repair, credit or core-deposit release is approved. Inspection may include checking:

part numbers, serial numbers and warranty labels;
condition of the item and packaging;
whether the item has been installed, opened, tampered with or modified;
whether required parts, accessories, seals, cables or documentation are present;
whether there is evidence of water / oil ingress, corrosion, accident damage, voltage spike, misuse or incorrect installation;
whether fault codes and diagnostic findings match the reported issue;
whether the core or warranty-return unit meets the applicable acceptance criteria.

4.11 Exchange / Core Return Rules

Where a replacement, refurbished or remanufactured unit is supplied on an exchange basis, return of the original core may be required. A Core Deposit / Core Surcharge may be authorised, held or invoiced in connection with that obligation.

Unless otherwise stated in the Order Confirmation, the Core Return Window is 14 calendar days from the date you receive the replacement / remanufactured unit.

A core is normally acceptable if it is:

complete, including ECU, pump motor, solenoid block, harness sections and other required components;
free from cracks, fire damage, accident damage and severe external damage;
not opened or previously repaired in a way that compromises PCB tracks, solder joints or core value;
drained, capped, cleaned externally and packed securely;
returned within the Core Return Window unless we agree otherwise in writing.

If a core is accepted, the applicable card authorisation will normally be voided / released, or any cash / bank core deposit will be refunded to the original payer. If a core is late, incomplete, beyond economic repair or missing required components, we may retain all or part of the Core Deposit / Core Surcharge in accordance with the Terms & Conditions and applicable law.

4.12 Refused / Damaged / Incomplete Returns

We may refuse, reduce or reject a return, refund, exchange, credit or deposit release where:

the return is outside the applicable timeframe and no statutory right applies;
the item is not the item we supplied;
the item has been installed, used, tampered with, opened, modified or repaired by another party;
the item is returned damaged, incomplete, contaminated, leaking fluid or poorly packed;
the item is missing serial labels, warranty labels, accessories, cables, seals or documentation;
the reported fault is not confirmed after inspection or testing;
the issue was caused by incorrect vehicle information, incorrect installation, unresolved vehicle faults, water / oil ingress, voltage spikes, accident damage or misuse;
the return is a Business Customer change-of-mind return that we have not agreed to accept.

Where appropriate, we will explain the reason for refusal or deduction and may provide inspection photos or diagnostic findings.

4.13 Consumer Right of Withdrawal

If you purchase as a Consumer through an online, telephone, email or other distance contract, you normally have the right to withdraw from the contract within 14 calendar days without giving a reason, subject to legal exceptions.

For Goods, the withdrawal period normally starts on the day after you or your nominated recipient receives the Goods. For Services, the withdrawal period normally starts from the date the Service contract is concluded.

To exercise the right of withdrawal, you must tell us clearly that you wish to cancel. You may use the model form in Schedule A, but you do not have to use it.

After notifying us, you must return the Goods within 14 days. We may withhold the refund until we receive the Goods back or until you provide evidence that you have sent them back, whichever is earlier.

4.14 Exceptions to Withdrawal

The right of withdrawal may not apply, or may be limited, in certain cases including:

custom-built, customised or specially programmed parts or ECUs;
activated software licence keys;
Services that have been fully performed, where you expressly requested performance during the withdrawal period and acknowledged that the right to withdraw would be lost once the Service was fully performed;
Services already started during the withdrawal period, where a proportionate charge may be deducted for work already performed if you cancel after performance has begun;
other exceptions permitted under applicable consumer law.

4.15 Mandatory Consumer Rights Notice

Nothing in this Returns Policy limits your statutory rights if Goods are faulty, damaged, misdescribed, not fit for purpose, not of satisfactory quality, not as described, or otherwise not in conformity with the contract, or if Services are not provided with reasonable skill and care.

5. Refund Policy

5.1 Introduction and Scope

This Refund Policy explains when refunds may apply, how refund requests are reviewed, how refunds are processed and how shipping, core charges and service-related refunds are handled.

Refunds may apply to Goods, Services, shipping charges, core deposits, coder deposits or other amounts depending on the circumstances and the applicable legal rights.

5.2 When Refunds Apply

A refund may apply where:

a Consumer validly exercises the statutory right of withdrawal;
Goods are accepted under our 30-day satisfaction guarantee;
Goods are faulty, damaged, misdescribed or not in conformity with the contract and a refund is the appropriate remedy;
we cannot supply ordered Goods or have cancelled the order before dispatch;
we agree that a Service refund is due;
a core or coder deposit is refundable after successful inspection / return;
a refund is required by mandatory consumer law.

5.3 Refund Request Process

To request a refund, please contact us using the contact details in this Policy and provide:

order number, invoice number or job number;
your name and contact details;
reason for refund request;
whether the item has been used, installed, opened or returned;
supporting evidence such as photos, fault codes, diagnostic report, courier damage report or proof of return;
bank details only if a refund cannot be made to the original payment method and we specifically request them.

5.4 Refund Approval / Review

Refund requests may require inspection, testing, carrier review, warranty assessment, compatibility review or confirmation of return before approval.

We may ask for further information where needed to verify the order, identify the unit, assess the reported fault or confirm that the item was returned in the required condition.

5.5 Full Refunds

A full refund may be approved where:

a Consumer validly withdraws within the statutory withdrawal period and returns Goods in accordance with the law;
Goods are faulty or misdescribed and a full refund is the appropriate statutory remedy;
we cancel an order before supply because the Goods are unavailable, discontinued or cannot lawfully be supplied;
we agree in writing that a full Service refund is due.

5.6 Partial Refunds

A partial refund may apply where permitted by law, including where:

returned Goods have been handled beyond what is necessary to establish their nature, characteristics and functioning;
returned Goods are missing accessories, cables, packaging, labels, seals or documentation;
a Service has already partly begun before valid cancellation;
a core is late, incomplete, damaged or partly salvageable;
part of a coder deposit is retained for late return, damage, missing accessories or loss;
we agree a goodwill or commercial partial refund.

5.7 Refund Method

Refunds are normally made using the original payment method unless we agree otherwise or the original method is no longer available.

If a refund must be made by bank transfer, we may ask for account details and verification information to prevent fraud and misdirected payments.

5.8 Refund Timing

Where a refund is due, we aim to process it within 14 days of:

receiving the returned Goods;
receiving evidence that the Goods have been returned;
confirming that a Service refund is due;
confirming that a core deposit or coder deposit is refundable.

The time it takes for funds to appear in your account may depend on your bank, card issuer, payment provider or payment method.

5.9 Shipping Cost Refund Rules

Where a Consumer validly withdraws from an online / distance purchase, we will refund the price paid for the Goods and the cost of our least expensive standard delivery option, unless legal exceptions apply.

Premium, express, special handling or upgraded shipping charges may not be refunded beyond the least expensive standard delivery option, unless required by law or agreed by us.

Return postage is normally your responsibility for change-of-mind returns unless we agree otherwise or the Goods are faulty, damaged, misdescribed or otherwise non-conforming.

5.10 Core Charge Refunds

For exchange transactions, a Core Deposit / Core Surcharge may be authorised, held or invoiced until the core is returned and accepted.

If the core is accepted, we will normally void / release the card authorisation or refund any cash / bank core deposit. If the core is late, incomplete, damaged, beyond economic repair or missing required components, we may retain all or part of the Core Deposit / Core Surcharge in accordance with the Terms & Conditions.

5.11 Service-Related Refunds

Repair, testing, diagnostic, coding and workshop Services may involve inspection, technical assessment, labour and parts procurement. Whether a Service refund applies depends on the stage of the Service, the reason for cancellation or complaint, the evidence provided and any mandatory consumer rights.

If testing finds “No Fault Found”, the applicable test / evaluation fee remains payable unless we agree otherwise or mandatory law requires a different outcome.

If you are dissatisfied with a repair or testing Service within 30 days, we may, at our discretion and subject to evidence and statutory rights:

re-perform the Service;
supply an equivalent remanufactured unit;
refund the Service fee in part or in full.

5.12 Refused / Rejected Refund Requests

We may refuse or reduce a refund where:

the request is outside the applicable return or warranty period and no statutory right applies;
the item is returned damaged, incomplete, installed, opened, tampered with or not in re-saleable condition;
the issue was caused by incorrect installation, vehicle faults, incorrect Vehicle Information, voltage spikes, water / oil ingress, accident damage, misuse or third-party repair;
the item was custom-built, customised or specially programmed and no fault or non-conformity is found;
software has already been activated;
the returned item is not the item supplied by FREESTORM;
a Business Customer change-of-mind return was not approved in writing.

5.13 Mandatory Consumer Rights Notice

Consumers may have statutory rights to repair, replacement, price reduction, contract termination or refund where Goods or Services do not conform to the contract. This Refund Policy does not limit those rights.

6. Warranty Policy

6.1 Introduction and Scope

This Warranty Policy explains the commercial warranty offered by FREESTORM for certain Goods and Services, and how warranty claims are made and assessed.

The commercial warranty is separate from, and in addition to, any mandatory statutory rights available to Consumers.

6.2 Legal Guarantee of Conformity

Consumers may have statutory rights where Goods are faulty, not as described, not fit for purpose, not of satisfactory quality or otherwise not in conformity with the contract. Consumers may also have rights where Services are not provided with reasonable skill and care.

A commercial warranty does not replace, reduce or remove those statutory rights.

6.3 Commercial Warranty Offered by FREESTORM

Product / Service	Warranty period
ABS pump units repaired or remanufactured by FREESTORM	24 months from invoice date, unless stated otherwise.
EPS units repaired or remanufactured by FREESTORM	24 months from invoice date, unless stated otherwise.
Refurbished parts supplied by FREESTORM	24 months from invoice date unless the quotation, Order Confirmation or product listing states otherwise.
Remanufactured and exchange units	Same 24-month commercial warranty applicable to the relevant product category unless stated otherwise.
New OEM parts	Original manufacturer warranty, typically 12 months unless stated otherwise.
Coder rental equipment	Covered only for the rental equipment supplied by FREESTORM; no guarantee is given that coding will succeed where vehicle faults, incompatible software or OEM restrictions exist.

6.4 Warranty Coverage

The FREESTORM commercial warranty covers defects in materials or workmanship that occur under normal and intended vehicle use during the applicable warranty period.

If a covered defect is confirmed, we may, at our option and subject to mandatory consumer law:

repair the unit;
replace the unit with the same or equivalent model;
refund the original purchase price or relevant Service fee.

Any repaired or replacement unit will inherit the remaining original warranty period or 6 months, whichever is longer, unless mandatory law requires a different period.

6.5 Warranty Exclusions

The commercial warranty does not cover:

labour costs for removal, installation or diagnostics unless mandatory consumer law requires otherwise;
towing, recovery, vehicle hire, accommodation, downtime or similar costs;
indirect, consequential or business losses;
damage caused by incorrect installation, incorrect torque, incorrect coding, incorrect bleeding or failure to follow installation instructions;
unresolved vehicle electrical issues, voltage spikes, wiring faults, faulty sensors, hydraulic circuit faults or other vehicle faults outside the supplied / repaired unit;
water ingress, oil ingress, contamination, corrosion, accident damage, fire damage, misuse, racing, off-road use or abnormal operating conditions;
units opened, tampered with, modified or repaired by anyone other than FREESTORM;
serial numbers, warranty labels or tamper seals removed, altered or defaced;
cosmetic wear or corrosion that does not affect function;
failure caused by components not supplied or serviced by FREESTORM.

6.6 Refurbished / Rebuilt Parts Rules

Refurbished, remanufactured, repaired and exchange units may be previously used components restored, tested or supplied for re-use. Cosmetic signs of previous use, casting marks, label differences or superficial wear may be present and do not by themselves mean the item is faulty.

Warranty coverage focuses on functional defects in materials or workmanship, not cosmetic condition, unless the product listing, quotation or Order Confirmation states a specific cosmetic condition requirement.

6.7 Repair Services Warranty

Where we successfully repair a customer unit, the repaired unit carries the warranty period stated in the quotation, Order Confirmation or Terms & Conditions. Unless stated otherwise, successfully repaired ABS and EPS units carry a 24-month limited commercial warranty from invoice date.

If a unit is assessed as “No Fault Found”, beyond economic repair, or not repairable, the test / evaluation fee and return-shipping rules will apply as stated in the quotation, booking form, Order Confirmation or Terms & Conditions.

6.8 Core / Exchange Unit Warranty Rules

Exchange units supplied by FREESTORM are covered by the warranty applicable to the relevant product category, unless stated otherwise.

Warranty rights for an exchange unit do not remove your obligation to return the original core where a core return requirement applies. If the original core is not returned, is returned late, incomplete, damaged or beyond economic repair, the Core Deposit / Core Surcharge may be retained in accordance with the Terms & Conditions.

6.9 How to Make a Warranty Claim

To make a warranty claim, contact us in writing within the applicable warranty period. Please provide:

order number, invoice number or job number;
vehicle registration number, VIN, make, model, year and engine details;
OEM / part number and unit reference numbers;
fault description and when the fault appeared;
diagnostic codes and scan reports, where available;
installation records, proof of correct bleeding / coding / calibration and vehicle electrical health, where requested;
photos or videos showing the unit, label, packaging, damage or diagnostic evidence, where relevant.

6.10 Required Claim Information

We may be unable to assess a warranty claim properly if required technical information is missing. Because ABS and EPS units are safety-related and vehicle-specific, we may ask for further evidence before accepting a return or approving a remedy.

6.11 Inspection / Assessment Process

Warranty claims normally require the unit to be returned to our workshop for testing and verification unless we agree otherwise.

Contact us and request warranty assessment.
Wait for RMA number and packaging instructions.
Return the unit freight paid using tracked and insured carriage unless we agree another method.
We inspect and test the unit, usually within 5 to 10 Working Days of receipt where reasonably possible.
We may request additional information or evidence if the cause of failure is unclear.
We confirm whether the claim is accepted, rejected or requires further review.

For validated claims within ROI/EU, we will reimburse reasonable inbound carriage where required by our Terms & Conditions or applicable law. Other territories bear postage unless local law provides otherwise or we agree otherwise in writing.

6.12 Remedies: Repair / Replacement / Price Reduction / Contract Termination

If a warranty claim is accepted, we may provide one or more of the following remedies, depending on the circumstances and applicable law:

repair of the unit;
replacement with the same or equivalent model;
price reduction;
refund of the original purchase price or relevant Service fee;
another remedy required by mandatory consumer law.

6.13 Limits and Conditions

Warranty remedies are subject to the item being within the applicable warranty period, the defect being confirmed, the unit not being excluded under this Policy, and the customer providing reasonable information required for assessment.

For Business Customers, warranty remedies may be limited as set out in the Terms & Conditions, except where law requires otherwise.

6.14 Mandatory Consumer Rights Notice

This commercial warranty is in addition to your statutory rights. If you are a Consumer, your statutory remedies may include repair, replacement, price reduction, contract termination or refund depending on the circumstances. Nothing in this Warranty Policy limits those rights.

7. Shipping Policy

7.1 Introduction and Scope

This Shipping Policy explains how we handle dispatch, delivery, collection, repair-service shipping, core returns, damaged parcels and carrier issues.

Shipping arrangements may differ depending on whether the order is for in-stock Goods, special-order items, exchange units, core returns, repair Services, coder rental or international delivery.

7.2 Shipping Destinations

We may ship to customers in Ireland, the UK, the EU and other international destinations where we are able to do so lawfully and operationally.

We may refuse or cancel orders where export controls, sanctions, customs restrictions, carrier limitations or legal restrictions prevent shipment.

7.3 Delivery Methods

Goods are normally shipped by tracked courier or postal services such as DHL, DPD, An Post or other carriers selected by us or agreed with you.

Some large, heavy, high-value, fragile, hydraulic or safety-related items may require special packaging, insurance, pallet delivery, manual quote or specific courier arrangements.

7.4 Processing Times

For in-stock Goods, we aim to dispatch on the next Working Day after receipt of cleared funds and order acceptance. This is a target, not a guarantee.

Dispatch may be delayed by stock checks, technical verification, part-number confirmation, coding requirements, repair completion, payment verification, fraud checks, customs paperwork, special packaging, supplier delays or operational constraints.

7.5 Estimated Delivery Times

Destination	Indicative transit time
Republic of Ireland	Usually 1 Working Day after dispatch.
United Kingdom	Usually 2 to 3 Working Days after dispatch, subject to customs and carrier processing.
EU mainland	Usually 3 to 5 Working Days after dispatch.
Other destinations	As quoted or estimated at the time of order.

Delivery times are estimates only and may be affected by customs, carrier delays, weather, public holidays, industrial action, address errors or events outside our reasonable control.

7.6 Shipping Costs

Shipping costs are shown at checkout, in the quotation, on the invoice or otherwise confirmed before dispatch where reasonably possible.

Additional shipping charges may apply for express delivery, special handling, insurance, pallet delivery, remote areas, international customs paperwork, failed delivery, re-delivery, storage or returned parcels.

7.7 Taxes, Duties and Additional Charges

Prices, VAT and import charges depend on the destination and customer status.

Republic of Ireland customers are charged Irish VAT where applicable.
Intra-EU Business Customers with a valid VAT number may be treated under reverse-charge rules where applicable.
Customers outside the EU may be responsible for import VAT, duties, brokerage fees, customs clearance costs and local taxes.
Bank, card, currency conversion, import, brokerage or customs fees are borne by the customer unless agreed otherwise.

7.8 Order Cut-Off Times

Any order cut-off time displayed on the website, quotation or checkout page is indicative only. If no specific cut-off time is stated, dispatch is based on order acceptance, stock availability, technical verification and receipt of cleared funds.

7.9 Split Shipments

We may split an order into separate shipments where some items are in stock and others are delayed, backordered, being coded, repaired or specially sourced. We will do this where it is operationally reasonable and does not materially disadvantage you.

7.10 Large / Heavy / Special Handling Items

Some items may require special shipping arrangements, including reinforced packaging, fluid-safe packaging, pallet delivery, additional insurance or manual quotation. This may apply to large, heavy, fragile, hydraulic, high-value or safety-related automotive parts.

7.11 Refurbished / Exchange Unit Shipping Rules

Where an exchange unit is shipped to you, you may be required to return the original core within the Core Return Window. Core return instructions, RMA number and packaging requirements will be provided by email, dispatch paperwork or customer communication.

Unless we agree otherwise, you are responsible for return shipping of the core and risk remains with you until the core is received and signed for at our workshop.

7.12 Repair Service Return Shipping

Where you send a unit to us for testing, diagnostics, repair, refurbishment, remanufacturing or coding, you are responsible for safe packaging, correct labelling, tracked shipping and insurance unless we agree otherwise in writing.

Repair-service units must be booked in advance and accompanied by the correct RMA / job reference. Units sent without booking or identification may be delayed or returned.

7.13 Delivery Delays

We will try to keep you informed about material delays where reasonably possible. However, estimated dispatch and delivery times are not guaranteed unless expressly agreed in writing.

We are not responsible for delays caused by carriers, customs, incorrect delivery information, failed payment, missing technical information, force majeure events or other circumstances outside our reasonable control, except where mandatory consumer law provides otherwise.

7.14 Failed Delivery Attempts

If delivery fails because you provide an incorrect address, fail to clear customs, refuse delivery without lawful reason, or do not collect the parcel from the carrier, we may charge reasonable re-delivery, storage, return and administrative costs.

If Goods are returned to us after failed delivery, we may cancel the order and refund any balance due after deducting unrecoverable shipping, storage and administrative costs, subject to mandatory consumer rights.

7.15 Incorrect Shipping Information

You are responsible for providing accurate delivery details, contact details, VAT / customs information and any required vehicle or order information. We are not responsible for delays, failed delivery, customs charges or loss caused by incorrect or incomplete information provided by you, except where mandatory consumer law provides otherwise.

7.16 Risk of Loss and Transfer of Risk

Customer type / shipment type	Risk transfer
Consumer orders where we arrange delivery	Risk normally transfers when you or a person nominated by you takes physical possession of the Goods.
Consumer orders where you arrange your own carrier	Risk normally transfers when we hand the Goods to the carrier arranged by you.
Business Customer orders	Risk normally transfers when Goods are handed to the first carrier or collected from our premises.
Customer returns to us	Risk remains with you until the returned item is received and signed for at our workshop, unless mandatory law provides otherwise.

7.17 Inspection on Delivery

Please inspect parcels immediately on delivery. If visible damage is present, note it on the carrier record before signing where possible and contact us within 48 hours. If concealed damage is discovered after opening the parcel, please contact us within 5 Working Days.

Please keep the packaging, labels, photos, videos and carrier documents because these may be needed for carrier claims, insurance claims, warranty review or replacement handling.

7.18 Damaged, Lost or Missing Shipments

If a shipment is damaged, lost or missing, please contact us as soon as possible with:

order number and tracking number;
photos of external packaging and internal packaging;
photos of damage to the item;
carrier delivery notes or damage record;
details of any missing items, accessories, cables or documents.

We will review the matter with the carrier and advise the next steps. Depending on the circumstances, the remedy may include repair, replacement, refund, carrier claim or further investigation.

7.19 Carrier Issues and Claims

Carrier claims may require cooperation from the customer, including keeping packaging, providing photos, signing damage reports and responding to carrier requests. Failure to provide required information may affect the ability to claim against the carrier.

7.20 Click & Collect / Local Pickup

Where local pickup or workshop collection is available, it must be arranged by appointment during Working Hours. Please bring your Order Confirmation, job number or RMA number and valid photo ID if requested.

Risk for Business Customer collection normally transfers on collection. For Consumers, mandatory consumer rules on delivery and risk continue to apply where relevant.

7.21 Mandatory Consumer Rights Notice

Nothing in this Shipping Policy limits your statutory rights in relation to delivery, damaged Goods, faulty Goods, misdescribed Goods, late delivery or non-conforming Services.

8. Mandatory Consumer Rights Notice

This Policy is intended to explain our operational processes. It does not remove, reduce or limit any mandatory rights you may have as a Consumer under Irish or EU consumer law.

Depending on the circumstances, Consumer remedies may include repair, replacement, price reduction, contract termination, refund, cancellation rights or other remedies required by law.

Commercial guarantees, satisfaction guarantees and warranties are separate from statutory consumer rights. A commercial warranty expiring does not necessarily mean that statutory rights no longer exist.

If any wording in this Policy conflicts with mandatory consumer rights, the mandatory consumer rights will apply.

9. Contact Details

For returns, refunds, warranty claims, shipping questions, damaged parcels, core returns or repair-service logistics, please contact us using the details below:

Contact item	Details
Legal entity	FREESTORM LTD
Registered / workshop address	Unit 3, Churchfield, Exchange Business Park, T23V027, Cork, Ireland
Contact email	[email protected]
Telephone	+353 21 2066 112
Working Hours	Monday to Friday 08:00-17:00 Europe/Dublin time, excluding public holidays in the Republic of Ireland.

Schedule A – Model Cancellation / Withdrawal Form

Complete and return this form only if you are a Consumer and wish to withdraw from an eligible distance contract. You may also withdraw by sending any clear written statement.

To: FREESTORM LTD, Unit 3, Churchfield, Exchange Business Park, T23V027, Cork, Ireland,
email: [email protected]

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods / for the supply of the following service

– Order/Invoice number: ________________________________________________________
– Description of goods/service: ___________________________________________________

Name of consumer(s): __________________________________________________________

Address of consumer(s): ________________________________________________________

Ordered on (DD/MM/YYYY): __________

Received on (DD/MM/YYYY): __________

Date (DD/MM/YYYY): __________

Signature of consumer(s) (only if this form is notified on paper):

___________________