Complain to us first
Email hello@terraform.ie with your order number and what went wrong. It reaches the workshop directly. There is no ticketing system and no script.
What we commit to
| Stage | Within |
|---|---|
| We acknowledge your complaint | 2 working days |
| We give a substantive response, or tell you why we need longer | 10 working days |
| We resolve, or issue a final written response | 30 working days |
If we got it wrong we will say so, fix it, and cover the cost of fixing it.
If you are still not satisfied
You have options that do not involve us, and you are entitled to use them at any point.
- Competition and Consumer Protection Commission (Ireland) — consumer advice and complaints: ccpc.ie.
- European Consumer Centre Ireland — for cross-border EU purchases: eccireland.ie.
- Your card issuer — chargeback rights may apply to a card payment.
- The courts — the Small Claims Procedure of the District Court handles consumer claims up to €2,000 for a modest fee.
We are not currently a member of a certified alternative-dispute-resolution scheme, and we say so rather than implying otherwise. Under review — ADR scheme membership to be confirmed.
Data protection complaints
If your complaint concerns personal data, write to privacy@terraform.ie. You can also go straight to the Data Protection Commission, 6 Pembroke Row, Dublin 2, D02 X963.
Accessibility complaints
If a barrier on this site stopped you doing something, tell us at hello@terraform.ie. We treat these as priority. See our accessibility statement.