Returns, Refunds & Cancellations
Last updated: 30 October 2026
We want orders to arrive correctly and in good condition. This policy explains how cancellations, returns and refunds are handled. It does not limit your statutory rights under Irish consumer law.
Personalised and made-to-order products
Most Burnt Out Mule products are made to the customer's specifications or clearly personalised. The usual cooling-off right for online purchases may not apply to goods made to your specifications or clearly personalised.
Please check all names, dates, spelling, capitalisation, images and other personalisation carefully before ordering. We produce personalised details using the information supplied by the customer.
The personalised-goods exception does not remove your rights where an item is faulty, damaged, not as described or not produced in accordance with the agreed order.
Non-personalised products
Where a product is not personalised or made to your specifications, you may have the right to cancel an online purchase within 14 days of receiving it. To exercise this right, email info@burntoutmule.com with the order number and a clear statement that you wish to cancel.
After notifying us, return the item within 14 days. It should be unused and handled only as much as necessary to inspect it. Unless the item is faulty or we supplied the wrong item, the customer is responsible for the direct cost and safe return of the goods.
We will provide the return address after the return is authorised. Do not send a return without contacting us first.
Changes or cancellations before production
If you need to change or cancel an order, email us immediately. Changes or cancellations can be accepted only if production has not begun. Once work has started on a personalised item, a change or cancellation is not possible.
Faulty, damaged, incorrect or misdescribed goods
Contact us with the order number, a description of the problem and photographs where helpful. Depending on the circumstances and your legal rights, an appropriate remedy may include repair, replacement, price reduction or refund.
We will cover reasonable return costs where an authorised return is required because an item is faulty, damaged, incorrect or not as described.
Refunds
Approved refunds are issued to the original payment method. Bank or card processing times are outside our control.
For a valid cancellation of a non-personalised order, we will process the refund within the period required by law. We may wait until the returned goods are received, or until evidence of return is supplied, where the law permits.
Original standard delivery costs are refunded where legally required. Additional delivery costs chosen above the least expensive standard option are not refundable unless required by law.
Return condition and packaging
Please package returned items securely. Customers may be responsible for reduced value caused by handling beyond what is reasonably necessary to inspect non-personalised goods.
Contact
Email: info@burntoutmule.com