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logoShopping: faults - repair, replacement, refund

Once you notice a fault with an item, you should return it as soon as possible to the seller and explain what has happened.

If you have a genuine complaint about faulty goods, you can ignore shop notices such as "No Refunds" or "No Exchanges".

Some shops display these notices during the sales. But remember that these kinds of notices cannot take away any of your statutory rights under the Sale of Goods Act.

In some cases, a repair may easily correct a fault. If the shop offers to repair the item, the repair should be permanent.

If they repair the item but it still doesn’t work properly, for whatever reason, you should be in a better position to look for a replacement or refund.

Before you agree to the shop carrying out a repair, you should put it in writing to them that, if the repair is unsuccessful, or there are any other problems with the item, you reserve your right to look for a replacement or refund.

Replacements and refunds

Any replacement offered should be the same as the item you bought, or of similar quality and price.

You should not have to pay extra for a replacement and should be entitled to the difference in value if the replacement is less expensive.

If they offer a refund, this can be in cash or by cheque, or (where appropriate) they can refund your credit card account.

If they offer you a credit note or voucher instead, it is your right not to take it and request a refund instead.

Your other options

If you are not happy with their offer, you have the right to request an alternative remedy and to take legal action if you are not happy with their final offer.

You have the option to take the matter to the Small Claims Court which can handle a claim of up to €2,000 by a consumer against a seller. The application fee for Small Claims is €15.

Remember that:

  • You have no rights under consumer law if you simply change your mind about wanting the goods. However, some shops may offer you an exchange as a gesture of goodwill
  • You should return faulty goods to the shop as soon as possible. If you wait for a long period it may appear that you have accepted the products, faults and all
  • The shop is entitled to request proof of purchase, but this doesn't necessarily have to be the shop receipt. You could show the relevant credit card statement or any other documentation that proves it was purchased in that particular shop or retail chain
  • If you received the item as a gift, it is important to have a proof of purchase if you need to return it to the seller for any reason. Normally, the person who bought the item is the one who has the consumer rights, but if they pass the receipt (or a gift receipt) on to you, then the consumer rights also pass to you.