Contact Directory

An item I bought is faulty

A major fault is one where the item does not work as it is supposed to. For example, a new washing machine that fills up with water but doesn’t spin or empty.

What am I entitled to?

Your contract is with the retailer or business that sold you the item so if there is a fault, it is up to them to fix it and not the manufacturer. You are entitled to

• Repair
• Replacement
• Reject the item – full refund
• Price reduction

What if the trader refuses to help?

The first step should be to submit a formal complaint to the trader outlining the issue and how you want the issue dealt with. If the trader does not agree, you can look at the option of doing a chargeback through your bank or going to the Small Claims Court.

Am I entitled to a refund if I’ve changed my mind?

You are not automatically entitled to a refund if you are returning an item because you have changed your mind. Traders are not obliged under consumer law to provide a refund where the goods you bought are unsuitable or you have a change of circumstance.

However, many stores will offer credit notes or let you exchange it for another item, but this depends on their store policy. If you bought the item online from a trader in the EU, with most goods, you have 14 days to change your mind from the date you received your item. For more information see here.

An item I bought from an EU website has not been delivered

Under the Consumer Rights Directive you have strong rights when buying from EU based websites. How quickly an item should be delivered to you depends on what you agreed when you bought it. For example, if a website says delivery will be within 3-5 days and you buy it on that basis, then both you and the business have agreed to this. However, if no delivery timeframe is agreed when you buy then the regulations state that it should be delivered within 30 days.

What am I entitled to?

If the business does not deliver the item within the agreed timeframe you have two options:

• you can agree a different date that suits you (if this is appropriate in your circumstances) or
• you can cancel the contract and get a refund

What if the trader refuses to help?

The first step should be to submit a formal complaint to the trader outlining the issue and how you want the issue dealt with. If this is unsuccessful, you can go to the European Consumer Centre (ECC) who support Irish consumers in resolving issues with European based traders.

My flight has been cancelled or delayed

If your flight is cancelled, the Commission for Aviation Regulation (CAR) rules say that your airline must offer you the choice between:

• re-routing as close as possible to the original departure time
• re-routing at a later date or
• a refund of the cost of the unused flight ticket.

You may be entitled to compensation as well depending on when you found out the flight was cancelled. Get more information on CAR’s Flightrights website. If your flight is delayed for more than a certain amount of time, the Commission for Aviation Regulation (CAR) rules say that your airline must offer you a number of things, depending on the length of the delay, and the distance to your destination.

Get information on what your airline must provide you with on CAR’s Flightrights website.

An item I bought from a UK website has not been delivered

Your rights when buying from a UK website are not the same as buying from an EU website. What are my next steps?

• Firstly, follow up with the business through their internal complaint process.
• If you can’t resolve your issue directly with the business you can contact the European Consumer Centre (ECC) through its contact form for information and support on disputes with UK businesses.
• If this is not be successful, your last port of call may be to seek independent legal advice on taking proceedings against a UK business through the Courts.

I returned an item but have not received my refund

I returned an item I bought online within five days and the retailer has confirmed they have got it back. But I’ve yet to receive my refund.

The retailer is required to refund you without undue delay and not later than 14 days after you informed them of your decision to cancel.  Follow up with the business about the refund and  provide evidence that you have returned it, if possible. You can ask at the post office for proof of postage (it’s free), when returning something.

What if the trader refuses to help?

The first step should be to submit a formal complaint to the trader outlining the issue and how you want the issue dealt with. If the trader does not agree, you can look at the option of doing a chargeback through your bank.  If the trader is based in Ireland, you can go through the Small Claims Court process orif it’s an EU trader, you can go to the European Consumer Centre (ECC) who support Irish consumers dealing with European based traders.

Contact us:

If none of the above apply, please use our Contact us form or send us an email at ask@ccpc.ie.