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Shopping · Ireland
Updated September 2026

📦 The shop refuses to repair, replace or refund — who helps?

Direct answer

Across the EU you have a two-year legal guarantee: if a product is faulty, the seller (not the manufacturer) must repair or replace it, and refund if that fails. Put the complaint in writing to the seller first. If they refuse, CCPC — Competition and Consumer Protection Commission (01 402 5555) is the consumer body in Ireland that advises and mediates. For a seller in another EU country, ECC Ireland (01 879 7620) handles it for free. The last step is District Court — small claims — the dispute board or small-claims route.

Ireland: the Consumer Rights Act 2022 gives a 30-day right to a full refund for faulty goods, then repair or replacement for the rest of the two years.

Call firstCCPC — Competition and Consumer Protection Commission
Report toECC Ireland
If that failsDistrict Court — small claims

🗣️ What to say

"I bought [product] on [date], order [number]. It is faulty: [what]. Under the legal guarantee I ask you to repair or replace it within 14 days, or refund €…. Please confirm in writing."

🪜 Step by step

  1. Write to the sellerE-mail with the order number, the fault, photos, and a 14-day deadline. The seller is responsible, even if they point you to the manufacturer.
  2. Know your rightTwo years legal guarantee EU-wide; in the first year the fault is presumed to have existed at purchase. Online purchases can also be returned within 14 days for any reason.
  3. Ask CCPC — Competition and Consumer Protection CommissionThey confirm what you can demand and often write to the seller for you.
  4. Cross-border? ECC IrelandThe European Consumer Centre handles disputes with sellers in another EU country, Norway or Iceland, free of charge.
  5. Escalate to District Court — small claimsA dispute resolution body or small-claims court; decisions are usually binding on the seller.

📇 All contacts

CCPC — Competition and Consumer Protection CommissionConsumer helpline, your rights, complaint guidanceWhen the shop refuses📞 01 402 5555🔗 www.ccpc.ie
ECC IrelandFree help with sellers in other EU countriesSeller is in another EU country, Norway or Iceland📞 01 879 7620🔗 www.eccireland.ie
District Court — small claimsClaims up to €2,000, €25 fee, no solicitorWhen advice did not help🔗 www.courts.ie/small-claims

❓ Frequently asked

Repair, replacement or money back — who chooses?

You ask for repair or replacement first; the seller may pick the cheaper one if it is not a burden for you. If that fails or takes too long, you can ask for a price reduction or a full refund.

The seller says the warranty expired

The manufacturer's warranty is a bonus. The legal guarantee is two years from delivery and cannot be shortened by the shop.

Can I return something I just do not like?

Online and door-to-door purchases: yes, 14 days, no reason needed. In a physical shop: only if the shop's own policy allows it.

📎 Sources

Last checked: 2026-09-26

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🧭 Is this still correct?

We check this information carefully, but phone numbers, websites and rules change — and sometimes we get something wrong. Spotted a mistake or a change? Let us know below.

🔗 Related questions

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