Delivery and returns

1. Delivery at a glance

Next working day delivery to all 32 counties. Order before 12pm Mon–Fri for same-day dispatch. A working day is Monday to Friday, excluding Irish public holidays.

The free-delivery threshold depends on your price list, not on whether you have an account. Everybody has free delivery on orders over €100 ex VAT, including schools, clubs, responder groups and businesses with an account. Only customers on Reseller pricing have the €500 ex VAT threshold. Opening an account or signing in does not change the threshold that applies to you.

Where we deliver

We offer next working day delivery to all 32 counties. We also deliver to a number of European countries (see Section 11). We do not accept orders for delivery to Great Britain (see Section 12). You can also collect your order from us using Click & Collect (see Section 3).

If it does not arrive

Unless we have agreed a date with you, we deliver within 30 days of the order at the latest. If we miss that, you can give us a further reasonable period, and if we miss that too you can cancel the order and we refund you in full. Section 3 sets out these rights in full. Section 8 explains what to do if a parcel is late or missing.

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2. Definitions used on this page

• Working day: Monday to Friday, excluding Irish public holidays. We are closed at weekends and on Irish public holidays.
• Consumer: an individual buying wholly or mainly for personal, household or non-commercial purposes.
• Business customer: anyone buying in the course of a business, trade or profession, including customers on Reseller pricing.
• Buying at a distance: buying without meeting us face to face, on our website, by phone or by email. Each of these is covered by the 14-day cancellation right.
• All 32 counties: the 26 counties of the Republic of Ireland and the 6 counties of Northern Ireland. Section 12 sets out what applies to Northern Ireland deliveries.
• Dispatch: the point at which your parcel leaves us and is handed to DPD. Delivery timeframes on this page run from dispatch, not from when you place the order.
• Return number (RMA): a Return Authorisation number issued by us. It identifies your parcel and speeds up your refund. It is never a condition of cancelling.
• Diminished value: the reduction in a product's value caused by handling that went beyond checking its nature, characteristics and functioning. It can lead to a deduction from your refund. It never leads to a refusal.

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3. Delivery area, timeframe and late delivery

Our standard service is next working day delivery to all 32 counties, from dispatch. We can also deliver to European countries; Section 11 gives indicative rates. Working days are Monday to Friday, excluding Irish public holidays.

Orders placed before 12pm on a working day are normally dispatched the same day. Orders placed after 12pm, or at weekends or on public holidays, are dispatched on the next available working day.

Next working day: what this means

If you order on a Monday before 12pm, you should receive your goods on Tuesday. If you order on a Friday after 12pm, your goods are dispatched on Monday and delivered on Tuesday. DPD will send you a tracking number by email or SMS.

Click & Collect

You can choose Click & Collect at checkout and collect your order from us at Castle Demesne, Newcastle West, Co. Limerick, V42 N220. We email you when your order is ready to collect. You can pay on collection for a Click & Collect order.

If your delivery is late

Delivery timeframes on this page are our normal service, not a guarantee for every order. If something goes wrong, your position is as follows.

• We will deliver within 30 days at the latest. Unless we have agreed a different date with you, we will deliver without undue delay and no later than 30 days from the day the contract is made.
• If we miss the agreed date, or the 30 days where no date was agreed, you can tell us and set a further reasonable period for delivery.
• If we miss that too, you can cancel and we refund you in full, including what you paid for delivery, without undue delay.
• Where the delivery date was essential, because you told us so when you ordered or because it is obvious from the circumstances, you do not have to give us a further period. You can cancel straight away and we refund you in full.

Tell us at sales@hayesfirstaid.com or 069 66006. You do not need to use any particular form of words.

Nothing in this section applies to business customers, whose delivery terms are those agreed with us for the order.

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4. Delivery charges

The delivery charges and free-delivery thresholds are set out in Section 1. The thresholds apply to delivery within the 32 counties and are measured on the order value excluding VAT. The delivery charge that applies to your order, if any, is shown at checkout before you pay. For European delivery rates, see Section 11.

How prices are shown

Every price on our website shows the price excluding VAT and the price including VAT. When you are not signed in, the price excluding VAT is shown first, with the price including VAT beneath it. If you have an account, your account type sets which figure is shown first. You can switch between the two at any time, and your choice is remembered.

Zero-rated products and the delivery charge

AED defibrillators, AED pads, AED batteries, AED cabinets and evacuation chairs are zero-rated for VAT in Ireland, so for those products the price excluding VAT and the price including VAT are the same. A delivery charge is an ancillary part of the supply of the goods, so it carries the VAT rate of the goods it is delivering. On a zero-rated order the delivery charge is €8.13 with no VAT added. On a standard-rated order it is €8.13 ex VAT (€10.00 inc VAT).

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5. How we deliver: DPD Ireland

We use DPD Ireland for standard deliveries.

• Tracking: you will receive a DPD tracking number by email or SMS once your order is dispatched. You can track your parcel at dpd.ie.
• Proof of delivery: DPD records a proof of delivery, which may include a timestamp, GPS coordinates and a photograph, depending on the service used and the delivery point. The date DPD records as the delivery date is the delivery date for the purposes of the returns sections of this page.
• Signature: a signature is not always required. If nobody is available, DPD may leave the parcel in a safe place or return it to the depot for re-delivery. You will be notified by SMS or email.

Your delivery date for returns purposes

If you are a consumer, the 14-day cancellation period begins the day after the date shown in your DPD tracking record as the delivery date. Where an order arrives in separate lots, it begins the day after you receive the last item. If you believe your parcel was not delivered on the date shown, contact us and we will investigate with DPD.

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6. Order cut-off times

To receive next working day delivery, your order must be placed and payment confirmed before 12pm on a working day. Our team processes orders during business hours, Monday to Friday, 09:00 to 17:00 (GMT).

Order before 12pm Mon–Fri for same-day dispatch. Orders placed after 12pm, or at weekends or on public holidays, are dispatched on the next available working day.

Orders for in-stock items placed during business hours are normally picked, packed and handed to DPD the same day. Estimated dispatch is shown at checkout for your specific items.

If an item in your order is out of stock or subject to a lead time, we will contact you by email or phone to advise on timing. You can also check stock availability on the product page before ordering. Where a lead time means we cannot meet the 30-day deadline in Section 3, we will tell you before we accept your order.

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7. Delivery address and instructions

You can give your delivery address and any special delivery instructions at checkout. DPD will deliver to the address as entered, so please make sure it is accurate before confirming your order.

• Delivery instructions: use the delivery instructions field at checkout to tell DPD about access codes, preferred drop points or anything else relevant to your address.
• Business deliveries: for deliveries to business premises, include your organisation's name and any relevant department or floor number.
• Address changes after ordering: we cannot guarantee a change of delivery address once an order has been dispatched. Contact us as soon as you can at sales@hayesfirstaid.com or 069 66006 if you need to update your delivery details.

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8. If your order does not arrive

If your order has not arrived by the expected delivery date, please:

• check your DPD tracking number (sent by email or SMS) at dpd.ie for the latest status;
• check whether DPD left a card or notification about a depot hold or a re-delivery attempt;
• contact us at sales@hayesfirstaid.com or 069 66006 and we will investigate with DPD on your behalf.

We aim to resolve delivery queries within one working day. If a parcel is confirmed lost in transit, we will arrange a replacement dispatch or a full refund, as you prefer.

Contacting DPD is not a condition of anything. Your contract is with us, not with the carrier, and your rights if delivery is late are set out in Section 3.

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9. Damaged or incorrect goods

Please inspect your order on delivery. If goods arrive damaged or are not what you ordered:

• report transit damage to us within 48 hours of delivery, with photographs of the packaging and the damage where possible;
• for incorrect items, contact us within 48 hours and we will arrange collection and replacement at no cost to you;
• for faulty goods, if you are a consumer your rights under the Consumer Rights Act 2022 apply, as set out in Section 20.

This 48-hour window is an operational requirement for raising a carrier claim and has no bearing on your statutory rights. If you miss it, tell us anyway and we will still deal with the problem.

Contact us at sales@hayesfirstaid.com or call 069 66006. We cover all return costs for goods that are faulty, not as described, or damaged in transit.

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10. AED and medical device deliveries

AED defibrillators and other medical devices are delivered on the same next working day DPD service. The following also applies to these products.

• Inspect on delivery: check the device and packaging carefully on receipt. Report any transit damage within 48 hours, as set out in Section 9, including the statement that the window does not affect your statutory rights.
• Serial number: your AED serial number is recorded at the time of sale for warranty and recall notification purposes.
• NAS registration: AEDs in Ireland should be registered with the National Ambulance Service. You register your AED directly; we do not register it on your behalf. Details and the official form are on our register your AED page. We will remind you of this step after purchase.
• Cabinet installation: we supply and deliver AED cabinets. We do not install them.

Heated outdoor cabinets: the electrical connection

A heated outdoor cabinet needs a mains electrical connection, installed by a registered electrical contractor. The exact supply and fuse rating for your cabinet are stated in the manufacturer's installation instructions for that model. Follow those instructions rather than a general figure.

We supply and deliver cabinets. We do not install them, we do not carry out electrical work, and we do not specify the electrical installation for your site. Your electrical contractor does that.

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11. International delivery (Europe)

Hayes First Aid can deliver to European countries using the DPD International Road Service. The indicative base rates below are per parcel, rounded up, and exclude VAT and DPD's variable fuel surcharge. Actual charges depend on parcel weight, size and the fuel surcharge in force at the time.

We will confirm the exact shipping charge with you before your order is accepted and processed. The rates below are indicative only and are not a final quote. To get a confirmed shipping cost before ordering, contact us at sales@hayesfirstaid.com or call 069 66006.

Zone	Countries	Indicative rate (ex VAT, per parcel)	Transit (working days)
1	Belgium, France, Germany, Luxembourg, Netherlands	From €13	3
2	Austria, Czech Republic, Denmark, Poland, Switzerland*	From €15	4–5
3	Hungary, Lithuania, Slovakia, Slovenia	From €16	5
4	Estonia, Italy, Latvia, Spain, Sweden	From €20	5
5	Bosnia*, Croatia, Finland, Liechtenstein*, Norway*, Portugal, Serbia & Montenegro*	From €28	5–6

Non-EU destinations

* For non-EU countries (Switzerland, Bosnia, Liechtenstein, Norway, Serbia & Montenegro), a carrier customs clearance charge of €25 per parcel applies. This is a fee for handling the customs entry. It is not the duty or import tax itself.

Duties and import taxes are separate, are set by the destination country, and are not included in anything you pay us. Delivery delays may occur and additional export paperwork is required. We will advise you when confirming your order.

The following additional surcharges may apply on top of the base rate:

• variable fuel surcharge, applied by DPD and confirmed at the time of order;
• non-conveyable surcharge, €7.50 per parcel;
• oversize surcharge, €15 per parcel.

Where the destination is outside the EU, any import duties, taxes and clearance charges raised by the destination country are payable by the recipient.

We do not currently deliver outside Europe. Contact sales@hayesfirstaid.com to discuss non-European destinations.

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12. United Kingdom

Northern Ireland

We deliver to Northern Ireland at our standard rates and in our standard timeframes. Sections 3 to 10 of this page apply to a Northern Ireland delivery in the same way as to a delivery anywhere else in the 32 counties.

No customs charges apply on goods moving from the Republic of Ireland to Northern Ireland.

Great Britain (England, Scotland and Wales)

Hayes First Aid does not deliver to Great Britain. We do not accept orders for delivery to addresses in England, Scotland or Wales. If an order is placed using an Irish billing or delivery address but the goods are intended for a Great Britain address, the order will be cancelled and a full refund issued before dispatch.

If goods supplied by Hayes First Aid are nonetheless transported to, or returned from, a Great Britain address for any reason, the following applies:

• Any UK import duties, HMRC VAT charges and associated customs processing fees are the responsibility of the recipient or sender.
• Any Irish customs re-entry charges, Revenue Commissioners duties, or Irish VAT on re-importation of returned goods are the responsibility of the returning party.
• Hayes First Aid cannot calculate or predict these charges and does not accept liability for them. They are administered by HMRC and the Irish Revenue Commissioners and are subject to change.
• Hayes First Aid does not refund customs charges, carrier surcharges, or any costs incurred in moving goods to or from Great Britain.

Nothing in this section affects the statutory rights of a consumer.

If you are based in Great Britain and want to enquire about an order, contact us at sales@hayesfirstaid.com before placing one.

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13. Returns at a glance

Sections 13 to 23 set out your returns and refund rights for all orders placed on our website, by phone, or through an account. If you are a consumer, you have a 14-day right to cancel an order placed at a distance, a 30-day right to reject faulty goods, and a right to a remedy for up to six years. If something is not right with your order, contact us and we will deal with it.

• You can cancel any order placed at a distance within 14 days, starting the day after delivery, without giving a reason. You can also cancel at any time before dispatch.
• You may open the box and handle the goods as you would in a shop. We do not refuse a cancellation because the packaging has been opened.
• If goods are faulty, you can reject them within 30 days for a full refund, and we cover all return costs.
• If we sent the wrong item, or the item is faulty or was damaged in transit, we cover the return shipping in full.
• We refund you within 14 days of the day you tell us you are cancelling, to your original payment method, and you receive a confirmation email.
• We take waste batteries back free of charge, whether or not you buy anything.

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14. Your 14-day right to cancel (orders placed at a distance)

If you are a consumer buying at a distance, on our website, by phone or by email, you can cancel your order within 14 calendar days, starting the day after you receive the goods, without giving any reason. This is your statutory cooling-off right.

You can also cancel at any time before dispatch. Tell us and we will stop the order and refund you in full.

Orders delivered in separate lots. Where your order arrives in more than one delivery, the 14 days run from the day after you receive the last item, not the first.

The 14-day period begins the day after the delivery date shown in your DPD tracking record. If you believe your parcel was not delivered on the date shown, contact us and we will investigate with the carrier.

You may open the box and look at what you bought

Your right to cancel is not conditional on the goods being unused or on the packaging being unopened and undamaged. You may handle and inspect the goods as you would be able to in a shop: take them out, look at them, and check that they are what you ordered and that they work.

If you handle them beyond what is needed to establish their nature, characteristics and functioning, the only thing we may do is deduct an amount from your refund for the reduction in value. We will tell you the amount and the reason before we process the refund. We will not refuse the cancellation.

Your refund

Where you cancel a full order within the period, we refund the price of the goods and the standard delivery cost you paid. Any extra you paid for express or upgraded delivery is not refunded. We refund you within 14 days of the day you tell us you are cancelling. We may hold the refund until the goods are back with us, or until you send us proof of postage, whichever happens first. You will receive a confirmation email when the refund is processed.

The right to cancel does not apply to purchases made in person, or to the product categories listed in Section 19.

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15. How to return something

1. Tell us first. Email sales@hayesfirstaid.com or call 069 66006 (Monday to Friday, 09:00–17:00 GMT). Any clear statement that you are cancelling is enough. You can also use the model form in Section 23, or log a return through your account on our website, but you do not have to use either.
2. Put a return number in the parcel if you can. A return number (RMA), or a copy of your delivery docket, sales order or invoice inside the parcel, lets us match your return to your order and refund you faster. It is not a condition of cancelling, and we will never refuse a cancellation because you did not ask for one. Without something to identify the parcel, a refund can take longer.
3. Send it back within 14 days of telling us. Return the goods to Hayes First Aid, Castle Demesne, Newcastle West, Co. Limerick, V42 N220. Pack them well enough to arrive safely. You do not need to use the original packaging, though it usually protects the goods best.

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16. Who pays, and what we refund

Situation	What applies
You changed your mind or ordered incorrectly	You pay the cost of returning the goods to us.
Outbound delivery charge	Refunded on a full order cancelled within the 14-day cancellation period, at the standard delivery rate only, not upgraded options. Not refunded on part-order returns.
Faulty, damaged in transit, or incorrect item	We cover the full return cost and any delivery charge. See Section 20.
Goods handled more than you would in a shop	We may deduct an amount for the reduction in value. We tell you the amount and the reason before we process the refund. We do not refuse the cancellation.
Refund method and timing	Issued to your original payment method within 14 days of the day you tell us you are cancelling. We may hold it until the goods are back with us or you send proof of postage, whichever is earlier. You receive a confirmation email.

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17. Returns after 14 days

After the 14-day cancellation period there is no automatic right to return a change-of-mind item. We may accept one as a goodwill gesture, at our discretion. Where we do, we ask that you request a return number first, and that the goods are a current stock line, meaning not discontinued and not made to your specification. A handling fee applies (see Section 18), outbound and return shipping are not refunded, and the refund is normally issued as a credit note valid for 12 months.

This is a goodwill policy, not your statutory right. It sits outside the 14-day cancellation right in Section 14, and it does not affect your rights if the goods are faulty (see Section 20).

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18. Handling fee for goodwill returns

Where we accept a return outside the 14-day cancellation period as a goodwill gesture, a handling fee applies. We tell you the exact figure before you send anything back, so you can decide whether the return is worth making.

No handling fee is ever charged on a cancellation within the 14-day period, on a faulty or incorrect item, or on anything else where you are exercising a statutory right.

All goodwill returns remain at our discretion and subject to the conditions in Section 17.

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19. Items that cannot be returned

The 14-day cancellation right does not cover the items below. Anything not on this list can be cancelled in the normal way.

Goods sealed for health-protection or hygiene reasons, where the seal has been broken after delivery

This means a seal that exists to protect health or hygiene, not any tamper-evident carton or shrink-wrap. It covers:

• sterile dressings and wound-care items;
• eyewash solutions and eyewash pods;
• gloves and other single-use PPE;
• AED pads, CPR face masks and resuscitation barriers.

If the health or hygiene seal is intact, these items can be returned in the normal way. An outer box that has simply been opened is not a health or hygiene seal.

Goods made to your specification or clearly personalised

For example, a kit assembled to a contents list you supply, or an item printed or engraved to your instruction. We tell you before you order when an item falls into this category.

An item we simply order in from a supplier for you is not in this category. It is a standard product that we do not hold in stock, and you can cancel it in the normal way.

An AED that has been deployed on a person

A defibrillator that has been used in an emergency is not eligible for return. Contact us and we will advise on next steps, including replacement consumables and device inspection.

None of the above affects your rights if an item is faulty, not as described, or not fit for purpose, including an AED that was faulty when supplied. See Section 20.

Electrical equipment (WEEE): one for one, like for like

AED units and other electrical equipment are covered by Ireland's WEEE (Waste Electrical and Electronic Equipment) regulations. As a registered WEEE supplier, we operate one-for-one, like-for-like take-back: buy a replacement from us and we take your old equivalent unit back for responsible recycling, free of charge.

Waste batteries

Waste batteries are a separate scheme. We take waste batteries back free of charge whether or not you buy anything, including AED batteries. There is no one-for-one condition and no purchase condition.

To arrange take-back of end-of-life equipment or waste batteries, contact us on 069 66006 or at sales@hayesfirstaid.com.

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20. Faulty, damaged in transit, or incorrect items

If your order arrives visibly damaged, please photograph the packaging and the item before opening it and notify us within 48 hours of delivery at sales@hayesfirstaid.com. This 48-hour window is an operational requirement for raising a carrier claim and has no bearing on your statutory rights, which are set out below.

If you are a consumer and goods are faulty, not as described, or not fit for their intended purpose, your rights under the Consumer Rights Act 2022 apply independently of any delivery timescale:

• Within 30 days of delivery: you can reject the goods outright and receive a full refund. We cover all return costs.
• After 30 days: you choose between repair and replacement. We carry out your choice free of charge and within a reasonable time. Where the remedy you choose is impossible, or disproportionate compared with the other, we will tell you why and offer the alternative. Where neither can be done within a reasonable time or without significant inconvenience to you, you can have a price reduction or a refund.
• The first year: if a fault appears within one year of delivery, it is presumed to have been there at delivery unless we can show otherwise. You do not have to prove it.
• Up to six years: Irish law allows you to bring a legal claim for a faulty product for up to six years from the date of delivery.

These are consumer rights. If you are a business customer, see Section 21.

To report a fault or incorrect delivery, contact us at sales@hayesfirstaid.com or 069 66006.

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21. Business customers

The Consumer Rights Act 2022 applies to consumers. It does not apply to business-to-business purchases. If you are buying in the course of a business, trade or profession, your rights are those given by the sale-of-goods legislation that applies to business-to-business sales, and those set out in our Terms and conditions and our terms for business customers.

The 14-day cancellation right in Section 14 does not apply to business purchases. Business customers may return goods for reasons other than a fault only at our discretion. A return number is required, a handling fee may apply as set out in Section 18, and return carriage is at the buyer's cost.

Rights for faulty or incorrectly delivered goods apply to business customers too, but under the business-to-business legislation and our terms, not under the Consumer Rights Act 2022.

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22. Contact us

For any delivery or returns query, please get in touch. Our team responds within one working day. If you want to make a complaint, tell us and we will acknowledge it within 2 working days and give you a full response within 10 working days.

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23. Model cancellation form

You only need to use this form if you want to. You can cancel by telling us in any clear way; an email, a phone call or a letter is enough. Complete the form and return it to sales@hayesfirstaid.com or to the postal address shown on it.

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