Refunds and Returns
Written in plain language for general understanding. This is educational content, not legal advice. Based on Irish Acts of the Oireachtas, statutory instruments, and official guidance.
Irish National Law
What is this right?
Your right to a refund depends on why you want to return the item:
- Faulty or not as described: You have a legal right to a remedy — repair, replacement, price reduction, or full refund. The trader bears the cost of return.
- Change of mind (in-store): There is no legal right to a refund if you simply change your mind about an in-store purchase. However, many retailers offer exchange or refund policies as a goodwill gesture.
- Online, phone, or doorstep purchases: Under the Consumer Rights Directive, you have a 14-day cooling-off period ("right of withdrawal") to return goods for any reason — no questions asked.
The 14-day period starts from the day you receive the goods. You must inform the trader in writing that you are withdrawing, and then return the goods within 14 days after that.
When does it apply?
- The 14-day cooling-off period applies to distance contracts (online, phone) and off-premises contracts (doorstep sales).
- Exceptions to the cooling-off period include: perishable goods, personalised items, sealed items that have been opened (hygiene reasons), sealed audio/video/software, newspapers/magazines, and services already fully performed with your consent.
- In-store purchases rely on the store's own return policy — check the policy before buying.
What should you do?
- For faulty goods: notify the trader in writing, describe the fault, and state the remedy you want.
- For online returns (cooling-off): notify the trader within 14 days of delivery that you wish to withdraw. Use the model withdrawal form if provided.
- The trader must refund you within 14 days of receiving the returned goods (or proof of return).
- The refund must be made using the same payment method you used, unless you agree otherwise.
What should you NOT do?
- Don't assume all returns are free — for cooling-off returns, you may bear the cost of return shipping unless the trader agrees to pay.
- Don't delay returns — the 14-day window is strict for distance purchases.
- Don't accept being told you need the original packaging for a faulty goods claim — while it helps, it is not a legal requirement.
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