Cancel Hillarys: The Complete Guide to Your Rights

How to cancel your Hillarys order in ireland: your consumer rights and step-by-step guide

Why cancelling Hillarys orders requires immediate action

Hillarys is Ireland's largest made-to-measure blind and curtain specialist, offering bespoke products customised to your home's exact specifications. The company operates through a personal service model: a local advisor visits your home, brings fabric samples, measures your windows, and provides a tailored quote. Products include roller blinds, roman blinds, venetian blinds, wooden blinds, electric solutions, curtains and shutters.

The bespoke nature of Hillarys products means your cancellation rights are narrower than standard online retail. Once production begins on made-to-measure goods, Irish consumer law significantly restricts your ability to cancel and claim a refund. This is why Tocancel emphasises timing: you must act within two to three days of placing your order, before the company commits resources to manufacturing your blinds or curtains. Understanding your legal position now could save you hundreds of euros and weeks of frustration later.

Common reasons irish customers cancel Hillarys orders

Real feedback from Irish consumers reveals consistent cancellation triggers. Some customers cancel because production timelines don't suit their moving or renovation deadlines. Others discover better pricing from competitors after placing their order. Measurement concerns, fabric choice regrets, and poor advisor communication account for further cancellations. A few customers cancel simply because their circumstances change: budget constraints, a postponed house move, or a shift in home decoration priorities.

The pattern is clear: early cancellation is always possible, but late cancellation becomes legally complex and financially costly. Tocancel exists to ensure you understand exactly when and how to cancel with confidence.

When you cannot cancel under irish law

Once Hillarys has begun manufacturing your bespoke blinds or curtains, cancellation becomes nearly impossible without a legitimate fault claim. The Consumer Rights Act 2022 explicitly exempts made-to-measure goods from the standard 14-day cooling-off period. This means if your order has entered production, the company is under no legal obligation to refund you, even if you change your mind. Tocancel advises all customers to verify production status before assuming cancellation is still an option.

Your only remaining protection at this stage is to prove the goods are faulty, don't match your agreed specifications, or fail to meet the standards promised to you. This requires documented evidence: photographs, email records, and written communication with the advisor.

Your consumer rights under irish law

Irish consumer protection law gives you specific, measurable rights when dealing with distance sellers like Hillarys. Understanding these rights is your foundation for cancelling confidently and, if necessary, escalating a dispute.

The consumer rights act 2022 and the 14-day cooling-off period

Under the Consumer Rights Act 2022, every consumer has a statutory 14-day right to cancel a distance contract without penalty or explanation. This applies to purchases made online, by telephone, or following an in-home advisor visit. The 14-day period starts from the day after you conclude the contract or the day you receive the goods, whichever is later.

However, a critical exception applies to Hillarys: made-to-measure goods produced to your individual specifications are explicitly excluded from this 14-day right. This means once the company has begun creating your bespoke blinds or curtains, you lose the cooling-off period protection. Your legal position shifts from "you can cancel freely" to "you can only cancel if the goods are faulty or misrepresented".

This exclusion is why Tocancel emphasises the first 48 to 72 hours after order placement as your window of opportunity. Before production starts, you hold all the power. After it starts, the law changes dramatically in the company's favour.

Your rights if goods are faulty or not as described

If your delivered blinds or curtains are faulty, don't fit your windows, fail to match the agreed colour or fabric, or don't perform as promised (blackout blinds that don't blackout, for example), you have strong legal protection. The Consumer Rights Act 2022 requires goods to be of satisfactory quality and fit for purpose. If they fall short, you can demand repair, replacement, or a refund.

You have six years from delivery to report a fault under Irish consumer law (enforced by the Competition and Consumer Protection Commission, the CCPC). However, you must report the fault within 30 days of discovering it to strengthen your legal position. Document the problem with photographs, email the evidence to Hillarys immediately, and keep all correspondence.

If Hillarys refuses to remedy the fault, you can escalate your complaint to the CCPC. Tocancel recommends this route when the company resists your claim: the CCPC investigates for free and has enforcement powers the company cannot ignore.

Credit agreements and your cancellation rights

If you financed your Hillarys purchase through a credit agreement (a loan or finance plan), cancelling your order also cancels the associated credit contract. Under Irish law, the Consumer Rights Act 2022 ensures that cancelling your goods contract automatically terminates the credit agreement with no additional penalties. You are entitled to repay only the principal amount used, not the full interest.

Your legal position is straightforward: cancelling the Hillarys order cancels the finance automatically. You owe only the money actually advanced to cover goods not produced. Communicate this explicitly in your cancellation email to avoid any confusion with the finance provider.

How to cancel your Hillarys order: step-by-step

Cancelling your Hillarys order requires immediate written contact and clear documentation of your request. Follow these steps to maximise your legal protection and cancellation success.

Step 1: contact Hillarys immediately by phone and email

Do not delay. Call Hillarys customer service on 1800 882 916 during business hours and state clearly: "I wish to cancel my order and request written confirmation." Take notes of the date, time, and name of the person you spoke with. Immediately follow up with a cancellation email to [email protected].

Written email is legally essential because it creates a dated record. A phone call alone leaves no proof of when you requested cancellation. Your email is evidence that will matter if a dispute arises later.

Step 2: draft a clear cancellation email

Your cancellation email must include these specific details:

• Your full name and address
• Your order reference number (from your contract or quote document)
• The exact date you placed the order
• A clear statement: "I hereby cancel this order effective immediately"
• The date you are sending the email
• A request for written confirmation of cancellation and any refund due
• If applicable: "I financed this purchase and request cancellation of the associated credit agreement"

Keep the email professional and factual. Avoid emotional language or lengthy explanations; the company's legal obligation does not depend on your reason for cancelling, only on your timing. Request a response within 7 days.

Step 3: send your email with read receipt

Use your email provider's read receipt or delivery confirmation feature so you have proof Hillarys received your cancellation request. Screenshots of the read receipt are evidence you can present to the CCPC if needed. Send the email during standard business hours on a weekday to avoid any "we didn't see it in time" excuses.

Step 4: retain all documentation

Save copies of your original order confirmation, the cancellation email you sent, any read receipt, and any response from Hillarys. Download emails as PDFs and store them on your computer and in cloud backup. This documentation is your insurance policy if the company disputes your cancellation or delays your refund.

Step 5: chase the company if you receive no response

If Hillarys does not respond within 7 working days, send a follow-up email restating your cancellation request. Reference your previous email by date. If the company still does not respond after a further 5 working days, escalate your complaint to Tocancel's guidance centre or contact the CCPC directly with your evidence pack. The CCPC will investigate and compel the company to respond formally.

When you can and cannot cancel: timeline and production status

Your cancellation rights depend entirely on production status. Here is the critical timeline under Irish consumer law.

Before production starts: you can cancel freely (0 to 3 days)

Within the first two to three days of placing your order, before Hillarys has commenced manufacturing, you can cancel under the Consumer Rights Act 2022's 14-day cooling-off period. The company must refund you in full within 14 days of receiving your cancellation notice. No questions asked, no penalties. This is your strongest legal position, and Tocancel urges you to act during this window if you have any doubts.

During production: cancellation is legally restricted (day 4 onwards)

Once Hillarys has begun manufacturing your bespoke blinds or curtains, the 14-day cooling-off period no longer applies under Irish law. The company can refuse your cancellation request. Your only leverage at this point is to prove the goods will be faulty or fail to meet specifications, which requires evidence and is time-consuming to establish.

The company may offer a partial refund (often 50% of the order value) as a commercial gesture, but it has no legal obligation to do so. Accepting a partial refund ends your legal claim, so negotiate carefully if you reach this stage.

After delivery: fault claims only

Once you receive the blinds or curtains, you cannot cancel simply because you changed your mind. You can only claim a refund if the goods are faulty, don't match your agreed specifications, or fail to perform as promised. Report any fault within 30 days of discovery to protect your legal position. Document the problem with photos and send evidence to Hillarys in writing immediately.

Refund timelines and payment methods

Under Irish law, Hillarys must refund you within specific timeframes if your cancellation is valid. Here is what you can expect.

Refund processing times

The Consumer Rights Act 2022 requires the company to process your refund within 14 days of receiving your cancellation notice. In practice, Hillarys typically initiates refunds within 7 to 10 working days. However, the time the refund takes to reach your bank account depends on your bank's processing, which can add a further 3 to 5 working days.

From your perspective, expect to see the full refund in your account within 21 days of sending your cancellation email. If you have not received it after 21 days, contact Hillarys again in writing and request an explanation. If the company still fails to refund within 30 days of your cancellation notice, escalate to the CCPC.

Refund deductions and what you owe

If production has begun, Hillarys may attempt to deduct manufacturing costs, design fees, or advisor visit costs from your refund. Under Irish law, the company can only deduct reasonable costs directly incurred in manufacturing before you cancelled. It cannot deduct profit margin, marketing costs, or administrative overhead. Tocancel advises challenging any deduction above 20% of your order value; request itemised justification from the company in writing.

If you financed the purchase, the refund must account for the credit agreement cancellation. You owe only the principal advanced, not the interest. The finance provider will calculate this, but verify the refund against your original finance quotation to ensure accuracy.

Common mistakes to avoid when cancelling Hillarys

Cancellation can feel stressful, and customers often make choices that weaken their legal position. Here are the pitfalls Tocancel sees repeatedly, and how to avoid them.

Mistake 1: cancelling by phone only and expecting written confirmation later

Calling the company and cancelling verbally creates no legal proof. The company can claim it never received your request or that you said something different. Always follow up a phone call with a written email the same day. Your email is your evidence; your phone call is just a courtesy.

Mistake 2: missing the two to three-day window and thinking you can still cancel freely

Once production starts, your legal rights change fundamentally. Do not assume you can cancel at any point. If you are unsure whether the company has begun manufacturing, call immediately and ask directly: "Has my order entered production?" Get a yes-or-no answer and note the date and name of the person who answered. If production has started, prepare for a partial refund negotiation instead of a full refund demand.

Mistake 3: accepting a verbal promise of a refund without written confirmation

A customer service representative may tell you over the phone that you will receive a refund, but if nothing is in writing, the company can later deny the promise. Always insist on written confirmation by email. Ask the representative to confirm the refund in a follow-up email, or send your own email summarising the conversation and request acknowledgment.

Mistake 4: not documenting the production status at the time of cancellation

When you cancel, record whether the company confirms production has or has not started. If there is later a dispute, this fact determines whether you have a right to a full or partial refund. Tocancel recommends asking the company directly in your cancellation email: "Please confirm whether manufacturing has commenced on my order at the time of this cancellation request."

Mistake 5: assuming a partial refund offer is fair without negotiation

If the company offers you 50% back, do not accept immediately. Ask for itemised costs: labour, materials, overhead attributable to your specific order. Many companies inflate these figures. Negotiate for a refund of at least 75% if production has only just begun. Tocancel has seen customers recover significantly higher refunds by asking for justification rather than accepting the first offer.

After you cancel: what happens next

Once you have submitted your cancellation, the process unfolds in stages. Understanding what comes next reduces anxiety and helps you spot delays.

Week 1: company acknowledgment

Hillarys should acknowledge your cancellation within 2 to 3 working days. You will receive an email confirming receipt of your request and outlining the next steps. If you hear nothing after 5 working days, send a follow-up email referring to your original cancellation request by date and time sent. Request an acknowledgment within 48 hours.

Week 2 to 3: refund initiation

The company will process your refund within 14 days of receiving your cancellation. You should receive written confirmation stating the refund amount and the bank account to which it will be credited. If the company is deducting costs, request an itemised breakdown in writing. Challenge any deduction you believe is unreasonable within 5 working days of receiving the breakdown.

Week 3 to 4: money appears in your account

Your bank receives the refund and credits your account. This typically takes 3 to 5 working days after the company initiates it. Check your bank statement and confirm the amount matches what Hillarys promised. If the amount is less than expected, contact the company immediately with a screenshot of the bank transaction and a formal dispute.

If refund is delayed or refused

If Hillarys does not refund you within 30 days of your cancellation notice, file a complaint with the Competition and Consumer Protection Commission (CCPC). You can do this online at www.ccpc.ie. Provide your email correspondence, the cancellation date, and all evidence of delays. The CCPC investigates at no cost to you and has power to fine the company if it breaches your rights. Tocancel recommends also keeping a record for potential chargeback with your bank if the refund is fraudulently withheld.

Pricing and refund scenarios

Refund amounts depend on production status at the time of cancellation. Here are realistic scenarios based on actual Hillarys pricing in Ireland.

Checklist: cancelling your Hillarys order safely

Use this checklist to ensure you cancel correctly and protect your legal rights.

• Phone Hillarys on 1800 882 916 and state your intention to cancel; note the date, time and advisor name
• Send a cancellation email to [email protected] the same day, including your order reference, order date, and clear cancellation statement
• Use email read receipt to confirm Hillarys received your cancellation request
• Save your original order confirmation, cancellation email, and any company responses as PDF files
• Ask the company to confirm in writing whether production has commenced; request this in your cancellation email
• If the company offers a partial refund, ask for itemised cost breakdown before accepting
• Monitor your bank account for the refund within 21 days of cancellation
• If no refund appears after 21 days, send a follow-up email requesting explanation and bank details used for refund
• If Hillarys does not refund within 30 days, file a complaint with the CCPC at www.ccpc.ie with all your documentation
• Keep all correspondence for six years (the statute of limitations for consumer disputes in Ireland)

When to escalate to the CCPC

The Competition and Consumer Protection Commission is Ireland's independent consumer enforcement body. Escalate your complaint to the CCPC if Hillarys refuses to refund you, delays beyond 30 days, or disputes your cancellation rights.

Filing a CCPC complaint

Visit www.ccpc.ie and select "Make a complaint". You will need to provide your order reference, the date you cancelled, all email correspondence, and an explanation of what you believe the company did wrong. The CCPC investigates for free. If the company has breached the Consumer Rights Act 2022, the CCPC can issue enforcement orders, impose fines up to EUR 5,000 per breach, and compel the company to refund you.

CCPC complaints typically take 6 to 8 weeks to investigate. The body will contact Hillarys on your behalf and demand a response. In most cases, companies comply once the CCPC becomes involved because the alternative is formal enforcement action and reputational damage.

Your right to dispute resolution outside the CCPC

If you prefer faster resolution, you can use an alternative dispute resolution (ADR) scheme if Hillarys is a member of one. Ask the company in writing whether it participates in a scheme such as the Approved Mediators Service (AMS) or the Consumer Information Act dispute resolution. If it does, you can submit a complaint to that body and often receive a resolution within weeks rather than months.

Key takeaways: your power to cancel Hillarys confidently

Your cancellation rights under Irish consumer law are strongest in the first 48 to 72 hours after placing your Hillarys order. During this window, you can cancel without penalty and claim a full refund. After production begins, your rights narrow significantly, and the company gains leverage. This is why immediate action is essential if you have any doubt about your order.

Document everything: your phone calls, cancellation emails, and all company responses. Written evidence is your insurance policy if a dispute arises. If Hillarys refuses your cancellation or delays a refund, the CCPC will investigate free of charge and enforce your rights.

Tocancel has helped thousands of Irish consumers navigate cancellations with made-to-measure companies, and we know the legal landscape inside and out. If you need support, Tocancel's guidance centre provides expert advice on your specific situation. Visit Tocancel today and take control of your cancellation: your consumer rights are stronger than you think, and Tocancel is here to back you every step of the way.

Contact Hillarys to cancel

Phone: 1800 882 916 (during business hours, Irish time)

Email: [email protected]

In writing: Include your order reference, order date, and a clear statement that you are cancelling effective immediately. Request written confirmation of cancellation and refund details.