Consumer rights explained: Do I have to pay to return goods, when they aren’t as advertised?
When I contacted the retailer, they agreed to give a refund, but they want me to return the lamp at my own expense. I don’t think this is fair – I didn’t simply change my mind; I want to return the lamp because isn’t what I had intended to buy.
Sean, Kerry
Sean, I can understand your reluctance to pay to return an item like a floor lamp when it doesn’t match the description on the seller’s website.
Your situation touches on three important points.
First, under the Consumer Protection Act, 2007, it is illegal for a business to engage in misleading advertising – in other words, intentionally make deceptive claims about a product or service to persuade a consumer to make a purchase they might not otherwise make.
The CCPC is responsible for enforcing the rules around product claims. If you feel the description was deliberately inaccurate, you can report the retailer to us through our website. Include a link to the listing on the retailer’s site if it’s still available. Our enforcement teams can review it and take appropriate action against the business.
Second, under the Consumer Rights Act, 2022, any item you buy under a sales contract – whether in person or online – must be as described and of the same quality and durability as other similar items under normal use.
Since the lamp doesn’t match its description, you have a right to terminate the contract for a full refund within 30 days of delivery and have your return costs covered by the retailer. Either the retailer can arrange to collect the lamp or you can return it, provide proof of postage and claim the return costs from the retailer along with the refund.
Email the retailer again to say they must cover the cost of returning the lamp because it doesn’t match its description on its website. If you don’t get a satisfactory response, you can lodge a claim with the small claims court to require the business to cover the return costs as well as the refund. The small claims court is available for claims of up to €2,000. An application costs €25.
Third, your situation is a general reminder to scrutinise online descriptions, in addition to photos, to make sure all the key features of an item are acceptable. In addition, while businesses are obliged to cover return costs for faulty or otherwise unsuitable items, they do not have to cover costs when an item is returned because of a change of mind.
Originally published in the Sunday Independent on 25 January 2026: Your questions answered on Irish consumer rights | Irish Independent
