When a trader rejects your complaint about faulty goods

Under the Consumer Rights Act 2022, goods you buy from a trader must be of satisfactory quality, fit for their purpose, and as described. If they are not, you have legal remedies against the trader who sold them to you — not the manufacturer. These statutory rights apply regardless of any separate guarantee or warranty, and a trader cannot take them away in the small print.

✅ What to do

1. Complain to the trader (the shop or business you bought from), clearly stating the fault and what you want — repair, replacement, refund, or price reduction.
2. Put your complaint in writing and keep proof of purchase (receipt, bank statement, order confirmation).
3. Know your remedies under the Consumer Rights Act 2022: a short-term right to reject faulty goods, and otherwise repair or replacement, followed by a price reduction or a final right to reject if the fault is not fixed.
4. Do not accept being sent only to the manufacturer — your legal contract is with the trader.
5. If the trader refuses, escalate in writing and set a reasonable deadline for a response.
6. If it remains unresolved, you can use the Small Claims Procedure through the District Court for qualifying claims (currently up to €2,000).
7. For information and to report unfair practices, contact the Competition and Consumer Protection Commission (CCPC).

⚠️ What to watch out for

• Delay can weaken your position, especially for the short-term right to reject, which is time-limited.
• Paying by card may give you an additional chargeback route through your bank, but this is separate from your legal rights.
• A guarantee or warranty is in addition to — not instead of — your statutory rights.
• The Small Claims Procedure has a monetary limit; larger disputes need ordinary court proceedings.

⚖️ Legal basis

❓ Frequently asked questions