Refund policy

Return & Refund Policy

We want you to be happy with your Happy Llama purchase. We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return, subject to the conditions below.

30-Day Return Policy

To be eligible for a return under our 30-day return policy, your item should be returned in the same condition in which you received it, unused and with any original tags attached.

Where possible, please return the item in its original packaging or in suitable protective packaging to ensure it reaches us safely.

You will also need your receipt or proof of purchase.

To start a return or cancellation request, please log in to your customer account and submit your request through our returns and cancellations portal.

You can also contact us at info@happyllama.ie if you need assistance.

If your return is accepted, we will provide instructions on how and where to send your package. Please contact us before sending an item back so that we can process your return correctly.

For returns made because you have changed your mind under our 30-day return policy, return shipping costs are the responsibility of the customer, except where applicable consumer law provides otherwise.

You can contact us with any return questions at info@happyllama.ie.

Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives.

If your item is damaged, faulty, not as described, or you receive the wrong item, please contact us as soon as possible so that we can assess the issue and make it right.

We recommend contacting us within 48 hours of delivery, where possible, and including photographs of the item and packaging. This helps us investigate shipping damage quickly.

The 48-hour recommendation does not affect or limit your statutory consumer rights.

Where goods are faulty or do not conform to the contract, your rights and remedies are governed by applicable Irish and EU consumer law.

Handmade Products & Natural Variations

Many Happy Llama products are individually handmade using natural materials.

Slight variations in colour, texture, size, shape, expression and finish are part of the handmade nature of our products and mean that no two pieces are exactly alike.

Our alpaca-fibre llamas and guinea pigs are handmade decorative items. Natural variations in alpaca fibre and handcrafted details are part of their individual character and are not, by themselves, considered defects.

This does not affect your statutory rights if an item is faulty, damaged or not as described.

Custom, Personalised & Made-to-Order Items

Certain products that are made specifically for you, personalised or customised may not be eligible for change-of-mind returns or cancellation where an applicable legal exception applies.

This does not affect your statutory rights where an item is faulty, damaged or not as described.

If you are unsure whether an item is eligible for return, please contact us at info@happyllama.ie before returning it.

Exchanges

The fastest way to receive a different item is to return your existing item in accordance with this policy and, once the return is accepted, place a separate order for the new item.

EU & Irish 14-Day Right of Withdrawal

If you are a consumer purchasing online and the statutory right of withdrawal applies to your purchase, you generally have the right to withdraw from the contract within 14 days of receiving your goods without giving a reason, subject to the exceptions provided by law.

This statutory 14-day right is separate from Happy Llama's voluntary 30-day return policy.

To exercise your right of withdrawal, you must inform us clearly of your decision to cancel within the applicable 14-day period.

You can do this through your Happy Llama customer account/returns portal or by contacting us at:

info@happyllama.ie

You may inspect the goods as you would reasonably be able to do in a physical shop. You may be responsible for any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Unless otherwise required by law, the customer is responsible for the direct cost of returning goods when exercising the right of withdrawal, provided this information was communicated before purchase.

Certain goods, including qualifying personalised or custom-made products, may be excluded from the statutory right of withdrawal.

Nothing in this policy limits your rights under applicable Irish or EU consumer law.

Model Cancellation / Withdrawal Form

If you wish to withdraw from an eligible online purchase, you may use the following form. Use of this form is optional.

To: Happy Llama

Email: info@happyllama.ie

I hereby give notice that I wish to withdraw from my contract for the purchase of the following goods:

Order number:

Goods:

Ordered on / received on:

Name of consumer:

Address of consumer:

Date:

You may send this information to info@happyllama.ie.

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

For returns accepted under our voluntary 30-day return policy, approved refunds will normally be issued to your original payment method within 10 business days.

For cancellations or refunds made under statutory consumer rights, refunds will be processed within the time limits and according to the requirements of applicable Irish and EU consumer law.

Please remember that your bank or card provider may require additional time to process and display the refund after it has been issued.

If more than 15 business days have passed since we confirmed that a refund under our voluntary return policy was approved, please contact us at info@happyllama.ie.

Your Statutory Rights

This Return & Refund Policy provides additional information about Happy Llama's return process and voluntary 30-day return policy.

Nothing in this policy excludes, restricts or limits any statutory rights or remedies available to consumers under Irish or European Union consumer law.