Returns Process:
To return an item, please follow these steps:

1. Request Authorisation: Before sending anything back, you must email us at info@caterwise.ie with your order number and reason for the return. We will confirm if the item is eligible and provide further instructions. Returns sent without prior authorisation may not be accepted.
2. Pack Your Item: Ensure the item is unused, in its original packaging, and in perfect resaleable condition. Please follow the "Important Packaging Guidelines" below to avoid any deductions from your refund.
   

Return Reason	Who Pays Return Shipping?	Required Action
Change of Mind (Non-Faulty)	The Customer (You)	The customer is responsible for arranging and paying for return shipping via DPD or another tracked method.
Faulty, Damaged, or Item Sent in Error	CaterWise (The Merchant)	You must notify us within 24 hours of delivery with photographic proof. If the fault is confirmed, CaterWise will cover the full cost of return shipping (e.g., by providing a prepaid label or arranging collection) in line with EU consumer law.

 

DPD Ireland Depot 12 Unit 6, Kildare Business Park Melitta Rd, Kildare

We strongly recommend retaining your DPD tracking receipt as proof of shipment until your refund has been processed.

CaterWise offers a 14-day return window for most products. This policy complies with Irish consumer law and does not affect your statutory rights.

Important Packaging Guidelines:

• Items being returned must be securely packed in an outer box, just as they were originally delivered.
• Do not apply tape or labels directly to the product’s original packaging.
• If the packaging is damaged or defaced, a deduction may be applied to your refund.

Non-Returnable Items:
Due to health and safety regulations, any food packaging that has been opened/seal-broken is non-returnable.

Faulty, Damaged or items sent in error:
If you receive an item that is faulty, damaged or sent in error:

• Contact us within 24 hours of delivery.
• You must send clear photographs of the damaged goods including the outer packaging.
• We will be unable to process a replacement or refund without this evidence.

Refunds:
Once returned goods are received and inspected, we will issue a full refund to your original payment method, provided the items are in perfect resaleable condition.

Order Cancellations

We understand that plans change. If you need to cancel your order, please read the information below carefully.

Before Dispatch
Orders can be cancelled free of charge if we receive your request before the order has been packed or dispatched.
To cancel, please email us at info@caterwise.ie with your order number as soon as possible.

After Dispatch
Once your order has been dispatched or handed to the courier, we are unable to cancel it. However, you may still return eligible items under our Returns & Refunds Policy, in line with your statutory rights.

Your Right to Cancel (Cooling-Off Period)

Under Irish and EU law, you have the right to withdraw from your purchase and return most items within 14 calendar days from the date you receive your goods.
To do so, you must notify us in writing via email or letter before returning the items. Returning an item without prior written notice does not qualify as a cancellation.

Exclusions
The following items are excluded from cancellation and return under the Consumer Rights Directive:

• Goods made to your specifications or clearly personalised (e.g. custom printed labels or packaging)
• Perishable or hygiene-sensitive products
• Items sold as part of a clearance or final sale (where marked)

Handling Returns:
Returned items must show no signs of use, damage, or tampering.
You may examine the product as you would in a shop, but opening or altering the original packaging may invalidate your return.

CaterWise is not liable for goods damaged in transit during return, so please ensure secure and protective packaging is used.