My new laptop is not what I ordered. What are my rights?
Q: I’m a mature student, excited to start college in early October. After researching my options at a local electronics store, I ordered a laptop for €1,350. I paid extra for a model with four USB ports, but the one delivered a few days ago only has only two ports, with a separate USB accessory included. It’s not what I ordered and I’m not happy with the substitute. I haven’t contacted the shop yet. What are my rights?
Tommy, Cork
Congratulations on your college place! Starting this new chapter is exciting, and you’re right to want the laptop you picked out and paid for.
The good news is: a product must match the description and specifications agreed when you bought it. If your order was for a laptop with four USB ports, a model with two ports and an extra accessory is not what you agreed to buy.
As it arrived just a few days ago, you are within the 30-day period when you can cancel the purchase and seek a full refund because the laptop does not match your order. You must tell the shop that you are cancelling within 30 days of delivery. You do not have to accept a repair or replacement if you would prefer your money back.
Of course, you may still want the laptop you originally picked. If so, you can ask the shop to replace the incorrect model with the one you ordered. A replacement must be provided free of charge, within a reasonable time and without significant inconvenience. The business must also cover the cost of returning the incorrect laptop.
The key thing here is not to delay. As a first step, contact the shop and explain what has happened. Have your receipt, order confirmation and any details showing the agreed specifications to hand. Be clear about whether you want the correct laptop or a refund, and mention that you need it for college in October. Follow up in writing so you have a record. If you are cancelling, say this explicitly rather than simply expressing your disappointment. Keep copies of your correspondence and photographs of what arrived.
Hopefully, the shop will put things right for you straight away. If it doesn’t, make a formal complaint to them. You’ll find complaint letter templates on ccpc.ie to help. If you paid by card, you could contact your bank or card provider and ask about a chargeback. This is a process where they may try to reverse the card payment and return the money to you when goods have not been provided as agreed. Time limits and other conditions may apply, so contact your provider as soon as possible. If the issue is still unresolved, the small claims procedure may also be an option, it covers eligible claims of up to €2,000, so your €1,350 purchase falls well within the financial limit.
This was originally published in the Sunday Independent on 20 September 2026: Your questions answered: ‘Can a restaurant add a service charge without notifying customers first?’ | Irish Independent
For more on your consumer rights when buying a product go to: Your rights when buying goods | CCPC
