Can I change my mind about something I ordered online? There’s nothing wrong with it, it’s just not right for me. Can I return it and get a refund?
Good news! If you ordered online (or over the phone!) from a business based in Ireland or elsewhere in the EU, you can.
You have 14 days from the time you receive your order to change your mind. This means that if you order a coat online but don’t love it when it arrives, you have 14 days from the date of delivery to decide you’re not keeping it and let the trader know you’re returning it for a full refund.
Does this apply to all kinds of products?
The 14-day rule applies to almost all products. Exceptions include items that are personalised – something engraved with your initials, for example – or perishable, like food or flowers. Also exempt are goods or services you start using immediately after purchase: digital content like a video game, for instance.
It’s important to note that the 14-day rule only applies to items bought from businesses, and not if you buy something from another consumer.
What do I have to do?
- Tell the business you’re returning the purchase. You have 14 days from delivery to do this and should do it in writing – email is fine.
- Return the purchase. You have another 14 days to do this after you notify the business of your decision
Do I just post it back?
Some businesses may accept returns in store, even if the items were purchased online. In most cases, you’ll have to post the item back.
We recommend you use tracked postage. This means you’re covered if the business claims they haven’t received your return – under the law, proof of delivery is enough to get you a full refund.
Do I have to pay?
You’ll have to pay for postage, unless the business offers free returns.
You should not be charged any fees for admin or restocking – these are not allowed under the law.
How do I get my money back?
The business must send the refund by the same method you paid – so if you paid by card, for example, they can’t insist on sending you a cheque.
What if the business I bought allows 30 days for returns?
That’s great! The 14-day rule is a minimum, and businesses are free to allow a longer returns period. Just make sure you read their terms carefully, and remember that those terms can change.
What if I change my mind about something I’ve bought online from outside the EU?
This is trickier. If businesses based in the UK or other non-EU countries are actively selling into the EU, they are covered by EU consumer legislation, but it can be more difficult to access your consumer rights.
It can also be difficult to navigate customs charges when it comes to returns, so this is definitely a case of buyer beware. Know where you’re buying from, especially when it comes to bigger purchases or items you’re not sure you’ll want to keep.
Case study
In December 2024, a consumer paid €413.48 for a laptop from an online retailer.
When they received the laptop, they decided to exercise their right of withdrawal within the 14-day cooling-off period. However, when attempting to return the product, the consumer discovered that the postal service would not accept the shipment due to the presence of a lithium battery in the laptop.
Armed with advice provided by the ECCI, which you can find on our website, the consumer promptly contacted the seller to request an alternative return method and was provided with a return label.