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 and may be returned to sender at the customer's cost.
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.

If you have ordered an incorrect product, CaterWise accepts no responsibility for the cost of return shipping or any losses arising from the incorrect order. We do not offer direct exchanges or swaps under any circumstances. Business customers wishing to return an incorrectly ordered item do so at our discretion and must return goods at their own cost in accordance with the returns process set out above. Consumer customers may exercise their 14-day withdrawal right in these circumstances, subject to the terms and exemptions set out in this policy.

Returns should be sent to:
DPD Ireland Depot 12, Unit 6, Kildare Business Park, Melitta Road, Kildare

We strongly recommend retaining your DPD tracking receipt as proof of shipment until your refund has been fully processed. CaterWise is not liable for goods lost or damaged in transit during return.

CaterWise offers a 14-day return window for most products. This policy complies with Irish and EU 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 outer or inner packaging is damaged or defaced upon return, a proportionate deduction may be applied to your refund to reflect any diminishment in value.
• CaterWise reserves the right to refuse a return or apply a deduction if items are not returned in a condition suitable for resale.

Non-Returnable Items

The following items cannot be returned under any circumstances:

• Food packaging where the hygiene seal has been broken or the inner packaging has been opened, due to health and safety regulations. This exemption applies because such items cannot be resold once the hygiene integrity has been compromised.
• Goods made to your specifications or clearly personalised (e.g. custom printed packaging or labels).
• Items sold as part of a clearance or final sale (where clearly marked at the time of purchase).
• Perishable goods.

For consumer customers exercising the 14-day withdrawal right, you may open and examine goods as you would in a physical shop. However, opening hygiene-sealed food packaging beyond what is necessary for inspection may render the item non-returnable or result in a deduction from your refund.

Faulty, Damaged, or Items Sent in Error

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

• Contact us at info@caterwise.ie as soon as possible after delivery. Business customers must notify us within 48 hours. Consumer customers should notify us promptly, but this timeframe does not affect your statutory rights.
• You must send clear photographs of the damaged or incorrect goods, including the outer packaging and any visible courier damage.
• We will be unable to process a replacement or refund without photographic evidence for business customers. Consumer statutory rights are not affected by this requirement.
• Where a fault is confirmed, CaterWise will offer a replacement, repair, or full refund at our discretion, in accordance with applicable law.

Refunds

Once returned goods are received and inspected, we will process your refund within 14 days of receipt of the returned items. Refunds will be issued to your original payment method. We reserve the right to delay a refund until goods have been physically received and assessed.

Where items are not returned in perfect resaleable condition, CaterWise reserves the right to apply a proportionate deduction to the refund to reflect any reduction in value. A full refund will only be issued where goods are returned unused, undamaged, and in their original packaging.

CaterWise reserves the right to refuse returns from customers who, in our reasonable assessment, demonstrate a pattern of excessive or abusive return behaviour.

Order Cancellations

We understand that plans change. Please read the information below carefully.

Before Dispatch: Orders can be cancelled free of charge if we receive your cancellation request before the order has been packed or dispatched. To cancel, please email info@caterwise.ie with your order number as soon as possible. We cannot guarantee cancellation once packing has commenced.

After Dispatch: Once your order has been dispatched or handed to the courier, cancellation of the shipment is no longer possible. You may still be entitled to return eligible items once received, subject to the terms of this policy and your applicable statutory rights.

Your Right to Withdraw (Consumer Customers Only)

If you are a consumer (a private individual purchasing for personal use, not for business or trade purposes), you have the right under Irish and EU law to withdraw from your purchase and return most items within 14 calendar days from the date you receive your goods. This is known as the cooling-off period.

To exercise your right of withdrawal, you must notify us before returning the items. The easiest way to do this is via our dedicated withdrawal form:

Submit a Withdrawal Request

Alternatively, you may notify us in writing by email to info@caterwise.ie. Returning an item without prior written notification does not constitute a valid withdrawal under the Consumer Rights Directive.

Upon receipt of your withdrawal request, we will send you an acknowledgement by email. You must then return the goods within 14 days of notifying us. The cost of return shipping is your responsibility. We will refund the original outward delivery charge you paid, along with the product cost, within 14 days of receiving the returned goods.

This right does not apply to business or trade purchases. See the notice at the top of this page.

Exemptions from the Right of Withdrawal

The 14-day withdrawal right does not apply to:

• Goods made to your specifications or clearly personalised.
• Sealed goods which are not suitable for return due to health or hygiene reasons where the seal has been broken after delivery.
• Perishable goods.
• Items clearly marked as clearance or final sale at the time of purchase.

Governing Law

This policy is governed by the laws of the Republic of Ireland. Any disputes arising in connection with returns, refunds, or cancellations shall be subject to the exclusive jurisdiction of the Irish courts, without prejudice to any mandatory consumer rights you may have under the law of your country of residence.

This policy does not affect your statutory rights.