Black Friday promises big savings, but not every deal is as good as it looks. With prices slashed and pressure high, it’s important to shop smart – here is information on your rights when shopping inside and outside the EU.
What are my rights when buying online from an EU business?
When you buy from an EU-based retailer, you benefit from clear and enforceable rights such as:
- Clear information: Retailers must provide key details before you pay such as product description, total price (including taxes and charges), delivery times, and your cancellation rights.
- Right to cancel: You can cancel your online purchase within 14 days of receiving the goods; no reason is needed. After notifying the retailer of your decision to cancel, you have another 14 days to return the item, and they must refund you within 14 days of receiving it.
- Refunds and returns: If the product is faulty, not as described, or doesn’t perform as a product of its type should do, you are entitled to a repair, replacement, or refund. This applies even if the item was bought on sale.
- Delivery rights: Goods must arrive within 30 days unless otherwise agreed. If the product was not delivered within this time, you can cancel and get your money back.
What if I buy online from a retailer outside the EU?
You should be careful when making purchases from sellers based outside of the EU because the strong protections described above do not apply. What’s more, ECC Ireland cannot assist with disputes involving non-EU retailers, except for businesses based in the UK, Iceland, and Norway.
Read the T&Cs carefully to check:
- Can you return the item? Under what conditions?
- Who pays for return postage?
- Can you cancel the order before it’s dispatched?
- Will you be charged Irish VAT or customs duties on delivery?
You should also exercise extra caution and use secure payment methods.
What are my rights when buying online from a UK seller?
In 2024, 27% of complaints and 30% of questions received by ECC Ireland were about UK-based retailers, making the UK the number one location for cross-border consumer issues. This isn’t surprising given its proximity to Ireland, but it does highlight the need for caution.
Since Brexit, purchases from retailers based in the UK are not covered by EU consumer law. Your rights are based on UK legislation, which may differ from EU standards. For example:
- Cancellation period: UK law still offers a 14-day cancellation window for most online purchases, but conditions (like return shipping costs) may vary.
- Terms and Conditions (T&Cs): UK retailers set their own policies on returns and warranties. Always read the fine print before making a purchase.
The good news? ECC Ireland can help with disputes involving UK-based retailers. We work with the UK’s consumer centre to mediate cross-border issues if needed.
What are my rights if something is faulty?
If you buy from an EU retailer and the product is faulty, EU law gives you the right to:
- A repair, replacement, or refund
- If the fault appears after 1 year, you may need to show it wasn’t caused by misuse or normal wear and tear.
Can I return an item just because I changed my mind?
Yes! Under EU law:
- You have 14 days from delivery to cancel an online purchase without having to give a reason.
- Notify the retailer in writing, then return the item within 14 days.
- The retailer must refund you (including delivery costs) within 14 days of receiving the return.
What if my order doesn’t arrive?
If your item isn’t delivered within 30 days (or within the agreed timeframe):
- You can cancel the order and request a full refund.
- Contact the seller and keep records of all communications.
Do I have the same rights on sale items?
Yes! Discounted items must be the same standard as full-priced goods. If it’s faulty or not as described, you’re entitled to a repair, replacement or refund. Remember that if the fault is pointed out to you before you buy the item you are not entitled to a repair or replacement for that fault.
How can I spot a scam when shopping online?
Watch out for these red flags:
- Retailer websites promoting their emotional backstory such as the business is closing down after many years due to fire, theft or rising costs.
- “Sale ends today!” or huge discounts (“up to 80% off!”)
- Recently created websites or social media profiles
- Fake reviews (all 5 stars or image-only reviews)
Remember, if a deal looks too good to be true, it probably is.
For more information see: Fake online shops – CCPC Consumers.
I’m having a problem with an item I bought, what can I do?
First, you should contact the retailer to try to resolve the issue. If you cannot resolve your problem with the retailer, you should submit a formal complaint to them. ECC Ireland has letter templates you can use – Letter Templates – European Consumer Centre Ireland.
If your problem persists, you can submit a complaint to ECCI through our website.
If you are in Ireland and the business you have an issue with is also based in Ireland, you can find more information on the Consumer and Competition Protection Commission (CCPC) website.