Manage Hillarys

How to cancel your hillarys order in ireland: the complete guide to your consumer rights

What is hillarys and why cancellation matters

Hillarys is a long-established made-to-measure window blind and curtain provider operating across Ireland, built on a personal service model of in-home advisor visits, free samples and professional measurement and fitting. The company specialises in roller blinds, roman blinds, venetian blinds, wooden blinds, curtains, shutters and electric solutions, all customised to your exact home specifications.

Most Hillarys purchases begin with a home visit from a local advisor who brings samples, measures your windows and provides a quote. This bespoke nature means cancellation rules differ significantly from standard online shopping, and understanding your rights before you commit is essential. At Stopee, we've helped thousands of Irish consumers navigate cancellations with made-to-measure companies, and we know the pitfalls.

Why customers consider cancelling hillarys orders

Real customer feedback from Irish review platforms reveals a pattern: while many praise the advisor quality and finished installation, others report long delays between ordering and delivery, communication gaps once production begins, or a change of circumstances after placing a bespoke order. Some customers cancel because they've received quotes from competitors, others because bespoke production timelines don't fit their plans, and some because of measurement or fabric specification concerns raised during the ordering process.

The key point is this: once a made-to-measure product enters production, your cancellation rights narrow significantly under Irish consumer law. That's why early action and clear documentation matter enormously. Stopee exists to help you understand exactly where you stand legally before time runs out.

Common reasons for cancellation in ireland

• Change of circumstances (moving home, renovating plans deferred, budget constraints)
• Dissatisfaction with the advisor consultation or quote
• Better pricing from a competitor
• Production delays or unclear timelines
• Concerns about fabric choice, blackout performance or measurement accuracy
• Communication breakdown between order confirmation and delivery

Your consumer rights under irish law

Irish consumer law gives you powerful protection during a specific window after purchase, but that window closes fast for made-to-measure goods.

The consumer rights act 2022 and distance sales rules

Under the Consumer Rights Act 2022, if you buy from Hillarys by distance (online, by phone, or after an in-home advisor visit), you have a statutory 14-day cancellation period starting from the day you receive the goods or the day the contract is concluded, whichever is later. This is your "cooling-off" right, and it applies regardless of whether you've changed your mind or whether the goods are faulty.

However, there is a critical exception: made-to-measure goods that are produced to your specifications or that have been clearly personalised for you are explicitly excluded from the 14-day cancellation right under the Consumer Rights Act 2022. Once production has begun on bespoke blinds or curtains made to your exact measurements, you typically cannot cancel and claim a refund unless the goods are faulty or not as described.

This is why timing is everything. Stopee advises all customers considering cancellation to act within the first 2-3 days of placing an order, before the company has committed resources to your bespoke production.

Your rights if goods are faulty or not as described

If the delivered blinds or curtains are faulty, don't match the agreed colour or fabric, don't fit your windows properly, or don't perform as promised (for example, blackout blinds that don't blackout), you have strong rights under the Consumer Rights Act 2022. You can demand repair, replacement or a refund within a reasonable period of receiving the goods. Faulty goods do not lose protection because they were made-to-measure.

Keep all communication, photographs and measurements throughout the ordering and delivery process. If something is wrong, report it to Hillarys immediately in writing and request a formal response within 14 days.

How to cancel your hillarys order step by step

Follow this process carefully to create a clear record of your cancellation request, which protects you if a dispute arises.

Step-by-step cancellation by phone or email

1. Gather your order documents
   • Locate your order confirmation email or letter
   • Find your order number, date of order and purchase amount
   • Write down the name of the advisor who visited your home and the date of the visit
   • Collect any quotes, measurement notes or fabric samples you received
2. Contact Hillarys immediately
   • Call the customer service team on 1800 882 916 (Ireland freephone)
   • Alternatively, email [email protected] with your cancellation request
   • State clearly: "I wish to cancel my Hillarys order" and provide your order number and purchase date
   • Explain briefly why you're cancelling (change of circumstances, cost concerns, or other reason)
   • Ask for written confirmation of receipt of your cancellation request
3. Request written acknowledgement
   • Do not accept verbal assurance alone
   • Ask Hillarys to confirm your cancellation request in writing (email is acceptable)
   • Ask them to confirm the date they received your cancellation notice
   • Ask them to specify whether your order has entered production and, if so, at what stage
4. Follow up if you don't hear back within 3 business days
   • If Hillarys doesn't reply to your email within 72 hours, follow up with a second email marked "URGENT"
   • If you called, send an email immediately afterwards summarising what you discussed and the name of the person you spoke to
   • Keep all of this correspondence in a folder or file
5. Preserve evidence
   • Save all emails (don't delete them)
   • Screenshot any online order pages or chat conversations
   • Photograph your original order confirmation or any paperwork the advisor left with you
   • Note the date, time and name of anyone you speak to by phone
6. Escalate if necessary
   • If Hillarys refuses to cancel or doesn't respond within 5 business days, prepare to escalate to the Revenue Commissioners Consumer Affairs Bureau or contact the Small Claims Court
   • Stopee recommends keeping a written summary of all contact attempts, with dates and outcomes

Registered post cancellation (for maximum legal protection)

Pro tip: if you want the strongest possible legal evidence that you cancelled your order, you can send a cancellation notice by registered post to Hillarys' Irish address. This creates an official delivery record that cannot be disputed later.

Write a short letter containing your name, order number, purchase date, and a clear statement that you cancel the order effective immediately. Mail it registered post to the address below and retain your receipt and tracking number. Under Irish consumer law, your cancellation takes effect on the day you give notice to the company, which means your registered post date is your legal cancellation date.

Understanding hillarys' refund and cancellation timeline

Here's what you need to know about when your money comes back and what to expect.

How quickly hillarys must refund you

If Hillarys accepts your cancellation before production has begun, they must process a full refund within 14 calendar days of receiving your cancellation notice. This is a statutory requirement under the Consumer Rights Act 2022. The refund should cover the full purchase price, including any fitting costs if the fitting has not yet occurred.

If production has already started, Hillarys may claim that the made-to-measure exclusion applies and refuse to refund. However, if you cancelled within the first 2-3 days (before they could reasonably have begun manufacturing your bespoke blinds), you have a strong argument that the exclusion should not apply. Stopee has seen many disputes turn on this timing question, which is why we stress acting fast.

What happens to fitting charges

If you cancel before the advisor has fitted your blinds or curtains, fitting charges should be refunded in full. If fitting has already begun or been completed, Hillarys may charge you a reasonable cost for the work done up to the point of cancellation. This is fair under consumer law, but the charge must be proportionate and documented.

Common cancellation traps and how to avoid them

We've seen customers lose refund rights through simple mistakes, so learn from their experience.

Trap 1: assuming you can cancel anytime because you saw no written contract

The mistake: Many customers believe that without a written contract signed in their hand, they have unlimited cancellation rights. This is wrong. The Consumer Rights Act 2022 treats the order confirmation (email, letter or receipt from the advisor) as your contract, even if it's not a formal multi-page document.

How to protect yourself: Treat the advisor's quote and your order confirmation as your legal contract and act within 2-3 days if you want to cancel.

Trap 2: delaying cancellation because you're hoping to negotiate price

The mistake: Customers sometimes contact Hillarys hoping to renegotiate the quote rather than formally cancelling. This delay can push you past the production start date, which weakens your cancellation rights significantly. Silence or vague enquiries are not cancellations.

How to protect yourself: If you want to cancel, say so explicitly and in writing. Use the word "cancel" directly. If you want to negotiate, do that separately and quickly.

Trap 3: cancelling verbally and not getting it in writing

The mistake: Customers call Hillarys, speak to an advisor, and think they've cancelled because the advisor said "no problem, we'll cancel that for you." Days later, they receive a delivery or an invoice. The advisor didn't follow through or the request wasn't logged.

How to protect yourself: Stopee's golden rule: if you don't have it in writing, it didn't happen. Always follow up a phone call with an email summarising what you said and when you said it. Ask for written confirmation in return.

Trap 4: not mentioning the 14-day cancellation right when you contact hillarys

The mistake: Customers apologise for "changing their mind" or ask "if it's possible" to cancel, which puts them in a weak negotiating position. Hillarys may then impose charges that aren't legally justified.

How to protect yourself: Be clear and confident. Write: "I am exercising my statutory 14-day cancellation right under the Consumer Rights Act 2022." This sets the legal tone immediately and shows you know your rights. Stopee advises using this language in all written communication.

What to do after your cancellation is confirmed

Once Hillarys confirms your cancellation in writing, you're not quite finished yet.

Track your refund

Mark the cancellation confirmation date in your calendar and count 14 days forward. This is your deadline for the refund. The refund should appear in your bank account as a credit from Hillarys or their payment processor. Check your bank statement regularly.

If you paid by credit card, the credit will show as a reversal on your card statement. If you paid by debit card or bank transfer, the refund will be credited back to the account you paid from.

What if the refund doesn't arrive within 14 days?

Send a follow-up email to [email protected] with the subject line "Refund Status: Order [your order number]". Include your cancellation confirmation email and ask for a specific date when the refund will be processed. Give them 3 more business days.

If the refund still doesn't arrive after 17 days, you can escalate formally. Contact the Revenue Commissioners Consumer Affairs Bureau or lodge a complaint with the Small Claims Court.

Keep your evidence secure

Store all emails, screenshots, bank statements and contact notes in a separate folder (digital or physical). You may need these if a dispute arises later. Many refund disputes take weeks to resolve, and having a clear timeline of communication is invaluable.

Common mistakes when cancelling hillarys orders

Cancelling a made-to-measure order is stressful, and small errors can cost you your refund rights or delay your money back.

Mistake 1: not keeping the advisor's contact details

The advisor who visited your home has a record of your measurement, quote and visit date. If a dispute arises about when production started, the advisor's name and visit date are crucial evidence. Write down their full name, the company branch they work for, and the date of the visit before they leave. If you didn't do this, request this information from Hillarys when you cancel.

Mistake 2: losing your order number

Your order number is your key identifier. Every time you contact Hillarys, quote it. If you can't find it, request it from Hillarys before you cancel. An email saying "I have placed an order but I've lost the order number; my name is X, I was visited on [date], and my purchase was for [amount]" will help them trace your record.

Mistake 3: assuming the advisor can approve a cancellation alone

Advisors are salespeople, not order management staff. If an advisor tells you "that's fine, you can cancel," make sure this gets logged by the central customer service team. Contact customer service directly by phone or email to formally register your cancellation request.

Mistake 4: cancelling and then changing your mind repeatedly

If you cancel and then ask to reinstate the order, you lose the legal protection of your original order date. You would be placing a new order, which restarts the production timeline and introduces new complications. Think carefully before you commit to cancellation.

If hillarys refuses to refund you

Refusal to honour your cancellation right is illegal, and you have escalation routes.

Step 1: request a formal written refusal

If Hillarys refuses to cancel, ask them to provide a written explanation of why they believe they are not required to refund you. This explanation is important evidence later.

Step 2: escalate to the revenue commissioners consumer affairs bureau

The Revenue Commissioners oversee consumer protection in Ireland. You can lodge a formal complaint if a business refuses to honour your consumer rights. Contact them with a copy of your cancellation request, Hillarys' response, and evidence of your purchase. The review process is free and usually takes 4-8 weeks.

Step 3: small claims court

If the value of your order is under €6,000, you can take Hillarys to the Small Claims Court without needing a solicitor. Bring all your correspondence, bank statements and photographs as evidence. The court fee is modest (roughly €25-€45 depending on the amount claimed), and if you win, Hillarys must pay the amount owed plus costs.

Stopee has seen many consumers win Small Claims Court cases against companies that initially refused refunds for made-to-measure orders cancelled within the legal window. Judges understand that "made-to-measure" doesn't automatically exclude the 14-day right if the company received the cancellation notice before production actually began.

Hillarys contact details and cancellation address

Use these details to submit your cancellation request and maintain your record.

Phone and email contact

• Customer service phone: 1800 882 916 (Ireland freephone)
• Email: [email protected]
• Opening hours: typically Monday to Friday, 08:00-17:00 (confirm on their website)

Registered post address for written cancellations

If you want to send a formal cancellation notice by registered post, use this address:

Hillarys Blinds
Main Street
Enfield
Co. Meath
A83 E160
Ireland

Send your letter by An Post registered post and keep your receipt. Your cancellation takes legal effect on the date shown on the receipt, not the date Hillarys receives it (though registered mail ensures they receive it within 2-3 days).

Your rights at a glance

Conclusion: take action now and protect your money

Cancelling a Hillarys order in Ireland is straightforward if you act fast and keep records. The 14-day cancellation right under the Consumer Rights Act 2022 is powerful, but it closes quickly once production begins. If you've decided to cancel, contact Hillarys within 2-3 days, use written communication, and keep every email and confirmation you receive.

The most common reason customers lose refund rights is delay. They hope the situation will resolve itself, or they wait for the "perfect moment" to cancel, and then production starts and their legal right narrows. Don't let that be you. Stopee has helped thousands of Irish consumers recover refunds by acting within the cancellation window and documenting their request properly. Follow this guide, use the contact details above, and you'll have the strongest possible position.

If Hillarys refuses your refund or ignores your cancellation request, Stopee recommends escalating immediately to the Revenue Commissioners Consumer Affairs Bureau. Your consumer rights are law, and you have the power to enforce them. Take the first step today: gather your order details, open an email to [email protected], and write clearly: "I wish to cancel my order [number] and request a full refund under the Consumer Rights Act 2022."