Shopping from home: faulty goods
If goods you order by means of a distance contract turn out to be faulty, generally speaking your consumer rights are the same as if you bought them from a shop.
If you bought online, as long as the website is an EU-based business, you are entitled to a repair, replacement or refund, just the same as buying in the high street.
Always inspect the product as soon as you can. If it is damaged or faulty in any way you should complain to the retailer in writing immediately - by email, fax or letter - and ask for a refund or replacement.
Refunds
If the refund is not provided within 30 days of cancellation, contact your credit card company. They may be able to intervene and possibly approach the seller to try and resolve the situation.
If the web trader is located in Ireland and your claim does not exceed €2,000, another option is to make a claim in the Small Claims Court. This will cost €15 and you do not have to pay costs or hire a solicitor.
Some major online retailers have excellent processes for handling faulty goods, providing clear and useful instructions on returns.
Some have a facility that guides you through the process, you can key in your order details, and it will even provide a printable return shipping label.
If you have to return an item because it is faulty, the web trader is liable for any return shipping costs.
Learn about your rights when shopping from home
