Buying in the EU
When you buy goods or services from an EU based business, you have strong consumer rights. This page covers your rights when you buy from a business in another EU country.
Read more about your rights if you bought from an Irish business, or from outside the EU.
Faulty goods
A business must always sell you a product that:
- Is fit for the purpose that it is normally used for
- Works for a reasonable time with normal use
- Matches what is outlined in your contract or any descriptions and samples you saw
- Can be used for the purpose the business knew you bought it for
If a product doesn’t meet these requirements, then it is considered faulty. If a product becomes faulty within the first 30 days, you are entitled to a refund.
After 30 days you are entitled to have faulty products repaired or replaced for up to two years. You can also get a refund during this time if a business can’t offer you a repair or replacement.25
Problems with services
When buying a service, it should be as it was described. The business should also:
- Provide the service as it is out in the contract
- Have the skills to complete the service
- Supply the service with reasonable care and attention
- Only use materials that are fit for purpose and match any descriptions you were given
If a service doesn’t meet these requirements, the business must resolve the issue for free. For example if your hotel room has no hot water, you could switch rooms. If it is not possible or is too expensive to resolve the issue, you have the right to either a price reduction or refund.
Taking action
If you have an issue with a business, your first step should always be to contact them and ask for a resolution. If they do not resolve the issue to your satisfaction, you should then submit a formal complaint in writing. Learn more about how to complain.
The European Consumer Centre Ireland
The CCPC provides a separate dedicated service that helps consumers with cross border issues, called the European Consumer Centre Ireland (ECC Ireland). They help consumers who are having issues with a business in another EU country, Iceland, Norway, or the UK.
On their website, ECC Ireland has consumer information about your rights for shopping and travelling in the EU. They also provide complaint letter templates to help you when making your complaint.
If you have complained to a business and are unhappy with the response, you can make a complaint to ECC Ireland. You will need to submit proof of purchase and details of your formal complaint to the business. They will then look at your complaint and, if they think you have a case, will contact the European Consumer Centre where the business is based to mediate on your behalf. If it is not possible to mediate in your complaint, you will get information about any alternative options you have.
