Buying in the EU

Do you have consumer rights when buying in the EU?

When you buy goods or services from a business based in another EU country, you have strong consumer rights. These rights are designed to protect you if your purchase has a fault or if there is some other issue, whether you are shopping online or in person.

If you have a problem with a good or service purchased in the EU, the European Consumer Centre Ireland may be able to help you.

What are your rights if goods you buy in the EU are faulty?

A business must always sell you products that:

• Are fit for their normal purpose
• Work for a reasonable time with normal use
• Match the description or sample you were shown
• Can be used for any specific purpose the business knew you needed them for

If a product does not meet these requirements, it is considered faulty. If this happens, you are entitled to have the product repaired or replaced for up to two years after purchase.

If a repair or replacement is not possible, you can get a refund within this period.

What can you do if a service you buy in the EU is not as described?

When you buy a service, it must be provided as described. The business should:

• Deliver the service as set out in the contract
• Have the necessary skills to complete the service
• Provide the service with reasonable care and attention
• Use materials that are fit for purpose and match any descriptions you were given

If a service does not meet these requirements, the business must resolve the issue free of charge.

For example, if your hotel room has no hot water, you could be offered a different room of the same standard. If the problem cannot be fixed or is too expensive to resolve, you have the right to a price reduction or a refund.

What steps should you take if you have a problem with an EU business?

If you have an issue with a business, your first step should be to contact it directly and ask for a resolution. If the business does not resolve the issue to your satisfaction, you should submit a formal complaint in writing. Find more information about how to complain here - Resolve an issue.

ECC Ireland can help you if you have an issue with goods bought in another country in the EU. You can use their letter templates to help you submit a complaint to a business. If you have already complained in writing to a business and are unhappy with the response, you can make a complaint to ECC Ireland. You will need to provide proof of purchase and details of your formal complaint. If ECC Ireland believes you have a valid case, they will contact the European Consumer Centre in the country where the business is based to mediate on your behalf. If mediation is not possible, you will be given information about alternative options.