Refunds - Know your consumer rights
When are you entitled to a refund?
You are entitled to get what you paid for. If the product you bought is faulty, not as described or not fit for purpose, you can terminate (cancel) your contract with the business and get a refund for up to 30 days after you buy or receive the product or service. Our complaint letter templates can help you with contacting the business.
After 30 days have passed you can still be entitled to a refund in certain situations, including:
- Where there is a serious issue with the goods
- A repair or replacement doesn’t fix the issue or
- The business cannot or will not repair or replace the goods within a reasonable time, at no charge or without significant inconvenience to you.
You also have refund rights if your product is not delivered or the service is not provided.
If you bought online, over the phone or on your doorstep, you also have the right to change your mind and get a refund.
When can a business refuse to give you a refund?
If you bought a product instore and you later changed your mind about it, the shop does not have to give you a refund or exchange under consumer law. However, some stores have refund and exchange policies that allow you to return goods for a limited period of time after purchase. These policies will usually exclude personalised (‘made to order’) goods and products that cannot be returned for health or hygiene reasons. Check the shop's policies before you buy so you are aware of your options. More information is available here - changing your mind.
When you buy online, consumer law gives you a 14 day cooling off period where you can return most products for a refund. Beware that there are some exceptions, including personalised (made to order) items and items that are not suitable for return for health or hygiene reasons. These exemptions do not apply to your rights to return faulty goods. For example, electric toothbrushes are usually excluded from returns for hygiene reasons, but if you buy a faulty electric toothbrush, you are entitled to a repair, replacement or a refund.
What are your rights when you buy an item that has been discounted due to a fault?
If the business clearly informs you that a product has a fault, or in some way differs from the description, you cannot return the item because of that specific fault or difference. A business will sometimes offer these items at a reduced price, such as a slightly damaged product or an ex-display model.
The issue with the product must be clearly communicated. If the product has another separate fault after you purchase it, your consumer rights still apply. Learn more on our faulty goods page.
What can you do if you have an issue with a product you purchased?
- If you experience a problem and contact the business within 30 days of receiving the goods, you are entitled to reject the item and seek a full refund, without having to accept a repair or replacement. These consumer rights apply where the fault is not due to misuse, accidental damage or wear and tear.
- If the issue arises after 30 days, you still have rights. Read more about your rights when buying goods.
Next steps to resolve your consumer rights issue
- Contact the business informally first, explain the problem and try to work it out.
- Keep a record of all contact and communications in case you need to escalate your complaint later.
- If the problem is not resolved, make a formal written complaint to the business. You can use the CCPC complaint letter templates which outline your consumer rights to help you.
- If you paid by card, you may have the option to request a chargeback from your bank or financial services provider.
- If your claim is for €2,000 or less, you can use the small claims procedure.
- If the problem is not easily resolved, we encourage you to also report the business to the CCPC. Your report will inform our advocacy and enforcement activities.
- For more guidance, please visit our how to resolve an issue section.
