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.
Key facts
What to do
- 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.
- Put your complaint in writing and keep proof of purchase (receipt, bank statement, order confirmation).
- 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.
- Do not accept being sent only to the manufacturer – your legal contract is with the trader.
- If the trader refuses, escalate in writing and set a reasonable deadline for a response.
- If it remains unresolved, you can use the Small Claims Procedure through the District Court for qualifying claims (currently up to €2,000).
- 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
The shop told me to contact the manufacturer – do I have to?
No. Your statutory rights under the Consumer Rights Act 2022 are against the trader who sold you the goods. You can insist that the trader deals with your complaint, even if a separate manufacturer's guarantee also exists.
Can I get a refund or only a repair?
For a short period after purchase you may have a short-term right to reject and get a refund. After that, the usual remedy is repair or replacement, and if that fails, a price reduction or the final right to reject.
What if the trader still refuses?
You can bring the dispute through the Small Claims Procedure in the District Court for qualifying claims (currently up to €2,000), which is designed to be low-cost and consumer-friendly. The CCPC can also advise you.