Return or Refund a Faulty Product
Step-by-step guide · 10 min read
Know your legal rights
Under the Consumer Rights Act 2022, goods you buy must be:
- Fit for purpose
- As described
- Of satisfactory quality
- Match any sample shown
If they don't meet these standards, you have a legal right to a remedy.
Important:Store “no refund” policies do NOT override the law. They are meaningless when goods are faulty.
Act within the right timeframe
- First 30 days: short-term right to reject — you can get a full refund.
- After 30 days: you must give the retailer one chance to repair or replace. If that fails, you can request a refund.
- Up to 6 years to make a claim (but earlier is stronger).
Gather your evidence
- Keep your receipt (or bank statement as proof of purchase)
- Take photos/videos of the fault
- Note when you first noticed the issue
- Keep packaging if possible
Contact the retailer (not the manufacturer)
Your contract is with the shop you bought from, not the brand or manufacturer. Go to the shop or email them directly.
State the fault clearly and what remedy you want (refund, repair, or replacement).
Put it in writing
If the shop refuses or ignores you, send a formal written complaint. Include:
- What you bought and when
- A description of the fault
- Reference to the law (Consumer Rights Act 2022)
- What you want (refund, repair, or replacement)
Give them 14 days to respond.
Know what they CANNOT do
The retailer cannot:
- Refuse because you don't have the original packaging
- Say “contact the manufacturer”
- Offer only a credit note when you're entitled to a refund
- Charge a restocking fee for faulty goods
Online purchases — extra rights
If you bought online, you have additional protections:
- 14-day cooling-off period to return for ANY reason (not just faults)
- The retailer must refund within 14 days of receiving the returned goods
- They must pay return shipping for faulty goods
Escalate to the CCPC
Report the retailer to the Competition and Consumer Protection Commission (CCPC). The CCPC can investigate and take enforcement action against retailers who breach consumer law.
File a Small Claims case
For claims up to €2,000:
- File online through the District Court
- Fee is only €25
- You don't need a solicitor
- Most cases are resolved through mediation
Credit/debit card purchases
If you paid by card, you may be able to request a chargebackthrough your bank if the retailer won't cooperate. Contact your bank and explain the situation — they can reverse the transaction in certain circumstances.
Useful links
If the retailer still won't cooperate, you have real options. The CCPC can investigate, and the Small Claims Court is designed to be used without a solicitor. Don't let them stonewall you.
Need help with your specific case?
Our guides cover the process — but every case is different. If you want someone to review your situation and tell you exactly what to do next, we can help.
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