Your refund rights in Ireland
Whether you paid by card, cash or online, you have strong consumer protection under Irish law. Here are your refund rights explained and how to get your money back without a hitch.
At a glance
- Faulty goods: You have the right to a refund, repair or replacement within 30 days of purchase.
- Online shopping: You have a 14-day cooling-off period and can return an item for refund within that time for any reason (with exceptions).
- Digital content/services: You have the right to right to refund, exchange or repair if an online product or service is not as described or not fit for purpose.
- Credit or debit card payments: You can ask for chargeback (a reverse transaction) if goods are faulty, damaged or not delivered.
- Returns timeline: You have up to 6 years to claim under Irish contract law, but proof of fault shifts after 12 months.
Irish law and your refund rights
When you buy goods or services in Ireland, you have legal rights as a consumer under Irish and European Union (EU) legislation.
The Consumer Rights Act 2022 ensures that you:
- Have the right information to make informed decisions
- Have redress options if things go wrong
You are entitled to a refund, replacement, repair, price reduction or to withhold payment if the item you have bought does not meet the conditions below. This right applies for six years under Irish law.
The products you buy must:
The Consumer Rights Act 2022
The new Consumer Rights Act became law in November 2022. It aligns our consumer laws more closely with those in the EU, with clearer rules and obligations for businesses.
Key changes to consumer laws include:
If you bought on or before 28 November 2022, you are covered by the Sale of Goods and Supply of Services Act 1980.
In-store purchases and your refund rights
You have a legal right to return the product and receive a full refund, repair or replacement if it is faulty and the issue occurs within 30 days.
You also have the right to get a refund where:
Asking the retailer or manufacturer for a refund
When you buy an item from a shop, you enter into ‘a contract’ with them. The seller agrees to provide you with goods at a set price.
If your purchase is faulty, unfit for purpose or not as described, the seller is responsible and must:
- refund
- replace
- repair
- or reduce the price of the goods
You must tell the seller about the problem and request a refund verbally or in writing. You can also request a price reduction instead of a refund and this must reflect the reduced value of the product.
What counts as a fault?
| What counts as a fault | What doesn’t count as a fault | |
|---|---|---|
| Fault on delivery | Wear and tear | |
| Develops fault within months | Accidental damage | |
| Missing parts | Used incorrectly | |
| Not matching description | ||
| Not working with advertised features |
Do you need to provide proof of the fault?
It depends on how long ago you made the purchase.
If you return your purchase within twelve months, you don’t need to supply proof of the pre-existing fault. However, after twelve months, you’ll need to prove the fault existed at the time of purchase.
What happens if the fault occurs after purchase?
You have a legal right to return something faulty if the issue occurs within 30 days. You can return the product and get a full refund. This is known as the ‘short-term right to cancel’.
The seller must cover the cost of the return and give you a refund within 14 days.
The thirty-day period is shorter for goods with a short shelf life.
What happens if the fault occurs after 30 days?
If the issue occurs after 30 days, you can request that the goods be repaired, replaced, or ask for a refund, or withhold any outstanding payment.
When else are you entitled to a refund?
You have the right to end the contract and get a refund if:
- The seller has not offered a repair or replacement, the fault is serious or they can’t fix the issue
- The fault is serious
- The seller cannot fix the issue within a reasonable time
- You told the seller you needed the product for a specific date and the seller agreed to this
- The same or another issue happens again after the seller repaired or replaced the product
Reasons you won’t get an in-store refund
When you buy goods from the high street, shopping mall or any physical shop, there are some circumstances when you are not legally entitled to a refund:
Your rights, in focus
A more detailed look at your rights, from returning gifts to sale items and credit notes.
Can you return an item without a receipt?
Yes, but you have to show proof of purchase. This can be a debit or credit card statement or order confirmation with proof of payment.
What is a credit note and should you accept one?
A credit note is a digital or physical note given to a customer in place of a refund. A credit note is, in effect, a voucher that can only be used for the shop (or chain of shops) that issued the credit note.
No, you do not need to accept a credit note if your complaint is covered under the Sale of Goods Act.
If your product is faulty, unfit for purpose or not as described, you can insist on a refund, repair or replacement regardless of store policy.
The shop may offer you a credit note as a gesture of goodwill if you change your mind about a purchase, but they are not under any obligation to do so.
Can you return a faulty gift for a refund?
Yes, under new legislation introduced in 2022, the recipient of a gift has exactly the same rights as the original purchaser.
If you have proof of purchase, you can return your gift for an exchange, refund, or repair.
Gift receipts can be used to return an item for an exchange or gift card but not usually for a cash refund.
What can I do if a retailer refuses to refund me?
A retailer can dispute your claim to a refund if it is acting within Irish legislation.
However, if you think the retailer is wrong, find out about how to make a complaint at Citizens Information . If you want to take your complaint further, explore further actions on the Competition and Consumer Protection Commission (CCPC) website.
What if the item is reduced in the sale?
You have the same rights as a consumer even if you bought your product in a sale.
If your product is faulty, and once you have proof of purchase, the shop should follow the same laws that apply to non-sale items.
Without proof of purchase you will only be allowed the sale price.
Shopping online and your refund rights
When you buy online, you have the same protection as when you buy in-store. You also have some extra rights.
The Consumer Rights Act 2022 introduced new rights for online purchases. They only apply if you bought something on or after 29 November 2022 from a seller based in Ireland or the EU.
Online retailers must provide:
What is the 14-day cooling-off period?
If you change your mind about a purchase made online, you have more refund rights than if you were buying from a high street store.
You are entitled to a ‘cooling-off period’, which lasts 14 days starting from the day you received the items.
This is because when you buy online, you are unable to view the goods before committing to purchase.
You can cancel the order for any reason before the end of the 14 day period, even if you just have a change of heart. The retailer is required by law to refund you. However, you may have to pay ‘shipping costs’ to send the goods back to the seller.
If the online retailer doesn’t adequately inform you of your cancellation rights, the Consumer Rights Directive 2014 states that the cooling-off period is extended to 12 months.
Are there any exceptions to the cooling-off period?
Yes, there are a number of reasons the seller can refuse to refund you, such as:
- bespoke goods, e.g. tailor-made or personalised items
- perishable products, e.g. fresh food, flowers and newspapers
- security sealed or wrapped items, e.g. CDs and DVDs
- underwear or swimwear
Returning items bought online
Yes, unless otherwise stated, you are responsible for the cost of returning items. However, some larger or well-known brands may have a free returns policy.
It’s worth checking the seller’s returns policy before you buy, because some bigger items may cost more to return than the refund amount.
What if your purchases are not delivered?
If your order doesn’t arrive, you should contact the seller to get a refund. The refund must be provided within 14 days by law.
If the seller fails to provide a refund and you have paid for the goods by debit or credit card, you may be able to initiate a chargeback claim.
When you buy from a seller within the EU, the purchase is covered by the Consumer Rights Directive (2014). Check the address of your online retailer because you will not be covered if they’re outside the EU.
Are you legally protected if you buy from sellers on eBay, Vinted or Etsy?
No, consumer protection legislation doesn’t cover you if you buy from an individual, either directly or through seller platforms, for example, eBay or Etsy.
However, PayPal, the online payment system, offers PayPal Buyer Protection when you want to request a refund or a transaction goes wrong.
Online auctions are not governed by consumer law and no cooling-off period applies, but the auction site may offer to help resolve any dispute.
What about digital content and services?
Under the Consumer Rights Bill 2022, you have new rights for digital content, online products or services bought after 29th Nov 2022.
These are:
All digital content and services you buy must:
- Be provided by the seller in line with the contract
- Work as the seller said they would
- Match any advertisement, information, trial version or preview you got
- Come with all the accessories and instructions you need
- Be installed properly or come with the instructions you need to install it yourself
- Include information on any digital and security updates
- Be updated in line with the contract
Digital content includes:
Digital services covers:
Credit and debit cards and your refund rights
If you made the purchase on your debit or credit card, your refund will be credited directly to your card. This typically takes between 1 and 5 business days.
What is a chargeback?
If you pay by debit or credit card in Ireland, you have an extra layer of protection called a chargeback.
This allows you to ask your bank to reverse a transaction if something goes wrong with your purchase, for example:
- the item is faulty
- is not as described
- is not delivered
- or the seller refuses a legitimate refund.
Chargebacks are handled through your card provider, not the retailer, and can be a helpful way to get your money back when other avenues have failed.
Always keep proof of purchase and any communication with the seller, as your bank will usually ask for these to process the claim.
How to make a chargeback claim
You can make a chargeback request up to 120 days after the card payment or the agreed delivery date. You will need to:
- Request your refund from the seller first. If they refuse or have gone out of business you can contact your bank or card issuer.
- Contact your bank and ask them to start the chargeback process. They will then start the reversal by contacting the card processing network (Visa or Mastercard).
- The card processing network will inform the retailer of the dispute, request documentation from the retailer and debit their account.
- The retailer then has between 10 and 45 days to respond and defend their case. If they do not, you will be refunded and the case closed.
There is no legal basis for this process; however, it’s a system established globally by the payment networks Visa, Mastercard, and American Express.
How to ensure you get a refund in Ireland
Here’s how to ensure you receive your refund and avoid being stuck with faulty goods that can’t be returned.
- Brush up on your rights: You’re entitled to a refund, replacement or repair if an item is faulty, unfit for purpose or not as described.
- Keep proof of purchases: Receipts, order confirmations and bank or card statements all count.
- Inspect items carefully before you buy: Always check for damage or missing parts before you get to the till to avoid the inconvenience of returning later.
- Check the store’s return policy: Some retailers offer a more generous returns windows (e.g. 30 days), but policies may vary.
- Act quickly: Return faulty in-store purchases as soon as possible. For online orders, use the 14-day cooling-off period.
- To be afraid to escalate: If the retailer won’t help, ask to speak to a manager or use the shop’s formal complaints process. Keep everything in writing.
- Use your debit or credit card for extra protection: Paying by card means you can request a chargeback (reverse transaction) if goods are faulty, not delivered or the retailer refuses a valid refund.
Returns and refunds FAQs
What if the retailer goes out of business?
If the shop goes out of business and your product is still under guarantee, the manufacturer must honour it and either repair, replace, reduce the price, or provide a refund.
If you paid by debit or credit card you may also be able to get a chargeback (a reversed transaction) from your bank.
You could also try contacting the administrator, receiver or liquidator for advice.
What is the difference between a warranty and a guarantee?
Some products (like electrical, furniture or appliances) come with a commercial guarantee or warranty.
A warranty is an insurance policy which covers the product beyond the manufacturer’s guarantee period. The benefit of a warranty is that if the product develops a fault or becomes unfit for purpose within the warranty period, the manufacturer has to pay for the repair or replace the item.
Although they offer added protections, they do not replace your statutory refund rights, which entitle you to return a faulty item for repair, exchange, or refund.
What is PayPal Buyer Protection?
PayPal Buyer Protection offers you full consumer protection if you buy an item online with PayPal. If the transaction results in a problem, e.g. the item doesn’t arrive or is evidently not as described, Paypal will help you get a full refund.
You can find out more about whether your transaction qualifies on the PayPal website.
Can I get a refund for my flight delay?
Yes, if your flight departs from an EU airport or is operated by an EU airline, you’re protected under EU law (EC261) and may be entitled to a flight refund and compensation.
You may be entitled to:
- 2+ hours (short flights under 1,500 km): The airline must provide meals and refreshments, and if the delay requires an overnight stay, hotel accommodation and transport.
- 3+ hours (flights 1,500–3,500 km, or intra-EU over 1,500 km): You have the right to care, plus compensation depending on distance.
- 4+ hours (flights over 3,500 km): You have the right to care, and may also qualify for compensation.
- 5+ hours (any flight): You can choose a refund and, if relevant, a return flight to your original point of departure.
What compensation are you entitled to?
If your flight is cancelled and you are informed less than 14 days before departure, you may be entitled to compensation as well as a refund or re-routing.
If your flight is delayed by three hours or more on arrival, you may also qualify for compensation. This does not apply if the disruption was caused by extraordinary circumstances outside the airline’s control, such as severe weather or air traffic control strikes.
Compensation amounts per passenger:
- €250 for flights up to 1,500 km
- €400 for intra-EU flights over 1,500 km, and for all other flights between 1,500–3,500 km
- €600 for flights over 3,500 km (reduced to €300 if the arrival delay is between 3 and 4 hours)
In some cases, airlines may reduce the compensation by 50% if they have taken all possible measures to minimise your delay.
What is the Consumer Protection Code 2025?
The Central Bank of Ireland published a revised Consumer Protection Code (CPC) in March 2025.
It modernises and updates the 2012 Code, taking account of developments like digitalisation, fraud/scams, vulnerable consumers, climate risk, etc. There is a 12-month implementation period, so the new Code will be effective from 24 March 2026.
The changes in CPC will mostly affect financial services providers, regulated firms like banks and insurers, etc.
The existing Consumer Rights Act and EU rules are still the baseline for refund rights under consumer law - especially non-financial, goods or services purchased in shops or online.
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