Changing your mind

What are your rights if you change your mind after buying goods?

If you change your mind after buying something, your rights depend on where and how you made the purchase.

If you buy something in a shop and later decide you do not want it, you do not have a legal right to a refund or exchange just because you changed your mind. However, some shops may offer returns as a gesture of goodwill.

If you buy online, via mail order or over the phone, you have more rights to return your purchase. In most cases you have the right to cancel a purchase for any reason within 14 days of receiving the goods or agreeing a service contract.

Can you return goods if you change your mind after buying in a shop?

When you buy goods in a shop, you do not have a legal right to return them because you changed your mind. This means that if you decide you do not like the item, or it does not fit, the shop is not required by law to offer a refund or exchange.

Some shops may choose to accept returns and offer a refund, exchange or credit note, but this is a shop policy and not a legal requirement. Always check the shop’s returns policy before you buy to make sure you are happy with the terms and conditions.

What should you do before making a purchase if you think you may change your mind?

• Check the shop’s returns policy
• Keep your receipt or other proof of purchase
• Know your rights for both in-store and distance sales
• You can contact the store if you have a change of mind and are unsure of their store policy. 

What are your rights if you change your mind after buying online or from a doorstep seller?

If you buy goods online, over the phone, by mail order or from a doorstep seller, you have extra protections under Irish and EU law.

In most cases, you have the right to cancel an online, mail order or phone purchase for any reason within 14 days of receiving the goods or agreeing a service contract. This is known as the cooling-off period.

If you buy something from a door-to-door salesperson, and once you didn’t arrange the visit to your home, the cooling-off period is 30 days. During the cooling-off period, you can change your mind and get a full refund, including standard delivery costs, once you tell the seller and return any items on time.

Some exceptions apply, for example you cannot return personalised or ‘made to order’) goods due to change of mind. Find more information about your consumer rights when buying online or on your doorstep.

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.