Non-delivery of goods
What are your consumer rights if good you order are not delivered?
When you order a product, the business usually gives you a delivery date. If they do, the goods should be delivered by that date. If the business didn’t give a specific delivery date, your order must be delivered without delay, and no later than 30 days after purchase.
The business you order from is responsible for ensuring you receive your goods. Often they will use a separate courier or delivery company but the business remains responsible. If your parcel is damaged or lost in transit, the business should replace the product.
If the business refuses to deliver your order, or it cannot do so, you are entitled to a full refund.
If you ordered goods from a business and you arranged for a courier, then the courier is responsible to you if the goods get lost or damaged during delivery. In this case, you have a separate service contract with the courier company.
What if the courier company says it was delivered but I have not received it, what can I do?
Under consumer law, the business you bought from remains responsible until you (or someone you nominate to receive the delivery) takes physical possession of the goods. You can ask the business you ordered from to provide evidence that the goods were delivered to you.
What can you do if you order has not been delivered
If you don’t receive the order on time, you should contact the business and arrange a new delivery date. In most cases, you should give some extra time for delivery. This should be appropriate and reasonable to you and your needs. If the new delivery date passes and you still haven’t received the goods, you are entitled to a full refund.
You don’t have to give additional time to deliver your order if:
- The business has refused to deliver the goods.
- It was essential for the order to be delivered within an agreed period and you had agreed a fixed date.
- It was obvious that you needed the product by a certain date, for example, you ordered a wedding dress.
What if the business closes down before my order is delivered?
If the business goes into liquidation and your order has not been delivered, contact the liquidator to see if you can get the order. Include details of the product, how much you paid for it and whether you want it to be delivered or get a refund. More information about your rights if a business closes down can be found here – Companies going out of business.
Check the business’s website and the website of the liquidator, examiner or receiver for updates. You can find out the name and contact details of the liquidator, examiner or receiver for a business from the Companies Registration Office.
If you paid by card, ask your card provider to reverse the transaction using chargeback.
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.
