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Refunds and returns explained

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When are you entitled to a refund?

You may be entitled to a refund if:

  • The product you bought is faulty, i.e. broken or not working
  • The product is not as described, i.e. the product is different from the description or ad, or you receive a different colour or spec to what you ordered.
  • The product is not fit for purpose, i.e. the product does not do what it is meant to do, or is of poorer quality than you expected it to be.
  • If you bought a product online and you change your mind within the first 14 days of receiving the product
  • If you ordered a product and it is not delivered.

Your consumer rights are strongest in the first 30 days after you purchased the product. After 30 days have passed you may 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
  • 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 may also have rights to a refund if you have a problem with other common consumer purchases such as:

If you believe you are entitled to a refund and the business will not give you one, you can make a formal complaint. Our how to complain to a business page can help you with making a complaint to the business.

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. For more information, visit 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.

Can you get a refund without a receipt?

A business is entitled to ask for a proof of purchase before issuing a refund. If your product is faulty, you may be able to return the item without a receipt if you can provide another proof of purchase such as:

  • A credit or debit card statement
  • An order confirmation email
  • A delivery docket
  • A gift receipt

If you change your mind about a product, you do not have a legal right to a refund, even if you can show proof of purchase. In these cases, the business’s returns policy will determine if a refund is available.

If you received an item as a gift, you still need a proof of purchase to return it. This can include a gift receipt or any of the options listed above.

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.

Buying a product for a reduced price due to a fault

You see a coffee table for sale in your local furniture shop. When you go to the counter to buy it, the shop assistant points out that there’s a small scratch on the leg of the table. The shop has reduced the price because of this. You hardly notice the scratch and are happy to pay the reduced amount for the table.


You cannot then return the item because of the scratch as you were informed about it before you purchased the table.

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 return 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.

* While we cannot engage with businesses on individual cases, we still encourage consumers to report issues to us so we can act to protect consumers where we find potential breaches of the law.

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