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UK European Consumer Centre

Success Stories

Cooling off period 

A UK consumer bought a virtual reality headset online from an Irish-based trader but later discovered a defect in the product – the headset was tilting slightly to the left. The consumer contacted the trader who said that he could provide a tool that would help, but the consumer instead wanted to use his right to the 14-day cooling off period.

However, the trader told the consumer he could only have a repair or replacement and seemed to have no knowledge of the right to a 14-day cooling off period. ECC Ireland informed the trader that when consumers buy products online they are indeed entitled to avail themselves of the right of withdrawal as set out in the Consumer Rights Directive.

It was also pointed out to the trader that it should also provide information to this effect on its website and that failure to do so may actually extend the right of withdrawal to 12 months.

Following this intervention, the trader conceded and the UK consumer received a full refund once the product was returned.

This ‘consumer success story of the month’ was included in ECC  Ireland August 2017 newsletter


Faulty diamond ring 

Consumer's Complaint

In 2013 Mrs M purchased a diamond ring from a shop in France for €1360. In May 2014 the fixings came away from the diamonds and as a result one was lost. After a failed repair and the offer of a credit note Mrs M came to us for help.  

Action taken by UKECC

Mrs M's Case file was shared with the French ECC who contacted the trader.  Through our intervention and after advising them on the relevant laws they offered a full refund. Tres Bien!

Flight delay

Consumer's Complaint

Mr C and his wife were travelling from Budapest to Glasgow when their flight was significantly delayed. Mr C tried to make a claim for compensation but this was denied by the airline due to the delay relating to a technical fault.  Mr C contacted us for help

Action taken by the UK ECC

The case was shared with our counterpart office in Bulgaria, who contacted the airline about the delay. We informed the airline of their obligations to the consumer under EC Regulation 261/2004 (Air Passenger Rights) and a payment of €800 compensation was made for the delayed flight.

Incorrect goods received

Consumer's Complaint

Mr W contacted us because he bought some goods from a French trader's website.  He didn't receive the correct goods and wanted to return them but the trader would not respond to his emails asking for returns information.  Eventually the trader arranged for the goods to be collected but no refund was made.

Action taken by the UK ECC

The case was shared with the ECC in France who made contact with the trader very quickly.  It was agreed that a refund had not been made and this was done immediately.

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