Shopping & Retail: Your Rights

The Consumer Rights Act 2022

The Consumer Rights Act 2022 replaced the old Sale of Goods and Supply of Services Act 1980. It modernised Irish consumer law and brought it in line with EU directives. Under the 2022 Act, goods you buy must:

• Be in conformity with the contract — match what was agreed
• Be fit for purpose — suitable for any particular purpose you made known to the seller
• Be as described — match any description, sample, or model shown
• Be of satisfactory quality — durable, safe, and free from defects
• Come with all accessories and instructions the consumer would reasonably expect

Right to Repair, Replace, or Refund

The 2022 Act introduced a tiered remedy system when goods are faulty:

• First 30 days — short-term right to reject: If a fault appears within 30 days of delivery, you can reject the goods and get a full refund. No need to accept a repair or replacement.
• After 30 days — repair or replacement first: The retailer gets one chance to repair or replace the faulty item. You choose which remedy you prefer (unless your choice is disproportionate).
• If repair/replacement fails — refund: If the repair doesn't fix it, or the replacement is also faulty, you're entitled to a price reduction or a full refund.

Shops Refusing Refunds or Exchanges

Many shops display signs saying "no refunds", "exchange only", or "credit note only". Here's what you need to know:

• Faulty goods: The law overrides any store policy. If the goods are faulty, not as described, or not fit for purpose, you are legally entitled to a remedy — the shop cannot refuse
• Change of mind: If you simply changed your mind about a purchase made in-store, the shop is not legally obliged to offer a refund. Any returns policy they offer for change-of-mind is goodwill, not a legal requirement

Online Purchases — 14-Day Cooling Off Period

When you buy online (or by phone or mail order), you get extra protection under distance selling rules from the Consumer Rights Directive:

• You have 14 days from the date you receive the goods to cancel the contract — for any reason, no questions asked
• You must notify the seller of your cancellation (email is fine), then you have a further 14 days to return the goods
• The seller must refund you within 14 days of receiving the returned goods (or proof of return postage)

Exceptions: The cooling off period does not apply to:

• Personalised or custom-made items
• Perishable goods (food, flowers)
• Sealed goods that have been opened (hygiene reasons — e.g. earphones, cosmetics)
• Sealed audio/video recordings or software once unsealed
• Newspapers, magazines, and periodicals

Delivery Issues

Problems with delivery are more common than ever. Here's where you stand legally:

• Late delivery: If you agreed a delivery date and the retailer misses it, you can give them a further reasonable deadline. If they still don't deliver, you can cancel and get a full refund
• Damaged goods: If goods arrive damaged, that's a conformity issue — the retailer is responsible, not the courier
• Goods never arrived: Your contract is with the retailer, not the delivery company. The retailer bears the risk until the goods are in your hands (or delivered to your nominated person)

Gift Cards and Vouchers

The Consumer Protection (Gift Vouchers) Act 2019 introduced important protections:

• All gift vouchers must have a minimum expiry period of 5 years from the date of issue
• No fees can be charged on gift vouchers — no activation fees, service fees, or dormancy charges
• The expiry date must be clearly displayed on the voucher
• These rules apply to gift cards, gift vouchers, and store credit notes

Faulty Goods Bought on Credit or Hire Purchase

If you bought faulty goods using a hire purchase agreement or a consumer credit agreement, you have an additional route:

• Under Section 52 of the Consumer Credit Act 1995, the finance provider is jointly liable with the retailer for breaches of contract
• This means you can claim against the finance company if the retailer won't resolve the issue (or has gone out of business)
• This applies to hire purchase, personal contract plans (PCP), and other regulated credit agreements

Second-Hand Goods

Buying second-hand? You still have rights, but with some differences:

• Second-hand goods bought from a business (dealer, shop, online retailer) are covered by the Consumer Rights Act 2022
• The standard of "satisfactory quality" takes into account the age, price, and condition of the goods — expectations are lower than for new items
• Pre-existing wear and tear that was visible at the time of sale is not a defect
• Goods bought from a private seller (e.g. someone on Facebook Marketplace) are not covered by consumer law — only basic contract law applies

How to Complain

If something goes wrong, follow these steps:

1. Complain to the retailer first — put it in writing (email is fine). State the problem, cite the Consumer Rights Act 2022, and say what remedy you want (repair, replacement, or refund)
2. Keep records — save receipts, photos of the fault, and all correspondence
3. Contact the CCPC — the Competition and Consumer Protection Commission can advise you on your rights and may investigate the business
4. Use the Small Claims Court — for claims up to €2,000, you can use the Small Claims procedure. It costs €25 to file online and you don't need a solicitor