New research released by the Competition and Consumer Protection Commission (CCPC) shows consumers are unsure of their rights when it comes to returning faulty goods.
The research shows:
- One in four consumers are unaware that retailers are responsible in the event a good turns out to be faulty
- More than a fifth (22%) mention the retailer, warranty provider and manufacturer as sharing responsibility
- Almost half of those interviewed (45%) believe the return period for a faulty item depends on the length of the product guarantee/warranty, not realising they have statutory rights
- A similar number (43%) thought they only had up to 28 days to return faulty goods. Irish consumer rights laws protect consumers for up to 6 years after the purchase of a faulty good
- A third of respondents (33%) say they never include gift receipts with Christmas presents, potentially leading to difficulties with returns or exchanges
- A third of respondents would regift unwanted presents, with clear differences in approach from men and women
Irish consumers are protected for up to six years after buying a faulty good, with the original retailer responsible for resolving the issue. These rights are strongest in the first 30 days and the first year after making the purchase. While product guarantees and warranties may offer added protection, it’s important to know that these are different to statutory consumer rights.
Consumers also have rights when goods are not faulty; for all online purchases, consumers benefit from a 14-day cancellation window, plus 14 days to return unwanted items. For in-store purchases, policies vary from store to store and it’s important to note that stores aren’t obliged to accept returns unless the item is faulty. Consumers should check the ‘change-of-mind returns’ policy on the business’s website, or on their till or gift receipt.
CCPC Director of Communications, Grainne Griffin is encouraging consumers to be aware of their rights and who to go to if an item is faulty: “If you are returning gifts after Christmas, make sure you know your rights as a consumer. Your rights are in addition to any warranty or guarantee and they can last much longer. If something is faulty or not as advertised, your rights to a repair, replacement or refund are strongest in the first year but can last up to six years.
“Regardless of whether you have a guarantee or warranty, if a retailer sells you a faulty item, then they are responsible for resolving the issue – you do not have to deal with the manufacturer or warranty provider.”
UNWANTED GIFTS
The research also shows that a third of consumers would regift unwanted presents if they did not have the receipt, with clear differences in approach from men and women. Regifting is more common amongst women than men (35% versus 24%), and more men than women would simply use the gift anyway (23% versus 12%). Men are more likely to leave it unopened (14% versus 9%). Older respondents (65+) were more likely to say they would donate it to charity (26%) than the younger 15-24 group (8%).
Commenting on the importance of including gift receipts, Grainne Griffin continued: “Most consumers are simply not prepared to ask the gift giver for the receipt so they can exchange an unwanted or unsuitable present. However, we can see that consumers will try and make the best of the situation with one third of consumers choosing to regift and 16% donating the gift to charity. However, 11% will simply leave the unwanted gift unopened in the house. Only 4% said they would contact the gift buyer and ask for the receipt.”
VOUCHERS
Our recent Christmas research revealed that more than half of respondents (55%) reported a negative experience with gift cards and vouchers, with 35% reporting that a gift card or voucher had expired before they had the chance to spend them.
Grainne Griffin advised consumers to use their gift cards and vouchers as soon as possible to avoid losing them or incurring costly charges on inactive balances: “Our research showed that a quarter of consumers have lost a gift card before they had the chance to use it and 17% found the business had closed down. Some vouchers can incur charges which can whittle away your balance. If you have received vouchers or gift cards this Christmas, make sure to use them as soon as you can. Vouchers with a bar code can often be added to your phone’s digital wallet for convenience.”
Gift vouchers sold in Ireland must be valid for at least five years. This law came into force in 2019, which means some of the first vouchers sold under the Act may be expiring soon and should be spent as soon as possible. The law states that consumers do not have to spend the whole voucher in one go nor should they be limited to one voucher per transaction.
MANAGING FINANCES
In the lead up to Christmas, one in five people said that they planned to borrow to fund the festive period. The CCPC is encouraging consumers to take stock of their finances this New Year and make a plan to pay off debt.
If you can’t clear your credit card balance, consider switching to a card with an interest free period for balance transfers (but make sure you have planned out your repayments to avoid paying interest when that period expires). For more help and advice, view the CCPC’s Clear Your Credit Card Calculator.
Alternatively, consider taking out a personal loan to clear any outstanding credit card or Buy Now Pay Later (BNPL) debt. Personal loans can be compared using the CCPC’s personal loan comparison tool and don’t forget to also check out your local or industry credit union.
- ccpc.ie has more budgeting information and comparison tools to help consumers manage their finances.
If you have serious debt problems, there is help available. The Money Advice and Budgeting Service (MABS) is a free, confidential and independent service for people in debt or in danger of getting into debt. MABS can help people to draw up realistic budgets and to liaise with their financial providers on their debt in order to come to a workable solution. You can telephone the MABS helpline on 0761 07 2000.
For more information, visit the CCPC website: www.ccpc.ie/consumers/money/debt/debt-action-plan/
If you have emerged from Christmas debt free, congratulations and now is the time to start saving for Christmas 2025 (and your summer holidays)! Look at setting up a dedicated savings account or vault where you can put money away every pay day.
